Assistant Learning and Development Manager
Burj Al Arab Hotel
Total years of experience :10 years, 2 Months
• Created the Management Induction Program as part of the Burj Al Arab Hotel’s Balanced Scorecard target to reduce turnover in Management.
• Designed and delivered the Leadership Culture Session for newly joining managers at the Burj Al Arab Hotel.
• Created, designed, and facilitated customer service training for the RTA (Roads and Transport Authority) titled ‘His Highness Vision of a 7 Stars Service’.
• Created several ‘Career Days’ offering assistance to colleagues with their development.
• Manager-in-charge of the Learning and Development department in the Burj Al Arab Hotel during the transitional period of new Director of L&D arriving, from June 2015 to October 2015.
• Actively communicating with Executive Committee members of the Burj Al Arab Hotel and Four Seasons Hotel to identify departmental development needs.
• Successfully coached two High-Performers to achieve their goals.
• Actively working with the National Development team on the onboarding, training and development of the UAE National Youth Program trainees within Burj Al Arab.
• Working with the Learning and Development Director in order to achieve the required development of the hotel’s personnel at all levels.
• Aligning the L&D department’s Balanced Scorecard activities with the hotel’s activities.
• Created and managed the Annual L&D budget for 2014, 2015, and 2016.
• Reviewing the monthly P&L reports to ensure they align with budgeted activities.
• Responsible for creating both the monthly and annual training plans according to strategic needs of the business.
• Conducting the Learning Needs Analysis (LNA) of the hotel and the Annual Evaluation report.
• Recruitment and selection of interns and graduate management trainees.
• Recruitment, selection, induction and development of Learning and Development personnel.
• Designing training courses and activities addressing the training needs of the hotel.
• Facilitating Jumeirah Group training courses that meet individual, departmental and organizational needs.
• Facilitating various trainings and workshops based on Burj Al Arab’s operational requirements to achieve the goal of providing the ultimate experience to the guests (CUE Program).
• Working with the Corporate and Regional Learning and Development teams on several projects. As well as sharing and developing best practices across the organization.
• Conducting Supervisory and Managerial training programs.
• Regularly monitoring and evaluating the effectiveness of departmental training processes.
• Providing developmental support to the various departments of the hotel (operational and non- operational departments).
• Enhancing the learning and development of colleagues at all levels across the organization through helping them in creating and accomplishing Personal Development Plans.
• Monitoring appraisal processes and conducting appraisal quality checks.
• Coordinating English Language activities and classes with the English service provider and creating the Annual English Plan.
• Actively employing strategies to reduce cost and waste in everyday tasks and duties.
• Working on numerous projects in order to achieve the departmental Balanced Scorecard objectives.
• Familiar with Business Excellence practices such as Richie, LQA, JD Power, Emotional Engagement Audit, and Medallia.
• Assisting the HSE team in their initiative to train all of the colleagues of the hotel to acquire Green Globe certification.
• Participated in the Global L&D Conference 2012.
• Assisted in the launch of ‘Lobster Ink’ (an e-Learning solution) to support the F&B team in product knowledge.
• Coordinating all of the Compliance Trainings such as Food Safety, First Aid, and Security trainings with the respective departments in order to ensure Dubai Municipality standards are always met.
• Participated in the design, execution, and judging of 2 ‘High- Performers’ programs for both Rooms and F&B colleagues.
• Created an online Management Toolkit.
• Working with the Senior Learning Manager to deliver workplace learning, performance improvement programs, and initiatives to best achieve long-term business success.
• Adding value in meeting the hotel’s needs by identifying and implementing learning and performance improvement strategies that support the hotel’s strategic direction.
• Promoting a continuous learning culture and partnering with stakeholders to ensure managers’ leadership skills are developed.
• Assisting managers through development of their competencies.
• Training employees according to the needed skills to successfully perform their jobs to attain service excellence.
• Worked on creating innovative publicity programs that would increase awareness and positive perception of the hotel, its spa, culinary programs, services, and personnel.
• Focused on maximizing opportunities for publicity in all media through careful research and a targeted editorial pitch plan.
• Maintaining professional relationships with the media to support achieving the goals outlined in the PR plan, including the distribution of targeted media releases, media kits, pitches, and other PR related material.
• Worked with the PR Manager on generating awareness of the hotel through all media outlets, including a strong focus on local awareness.
• Assisted in the development of marketing and advertising initiatives as well as the development and execution of the annual public relations plan.
Oakwood International, Sussex, UK & International House, Dubai, UAE
Bachelor of Commerce in International Business GPA 3.52 Graduated with Honors