Manager - Human Resource, Training and Quality Assurance
SAVY Hospitality & Real Estate
Total des années d'expérience :19 years, 2 Mois
1.Standardizing group processes, developed standard operating manual and processes for:
- involving (cross cutting standards)
- food and beverage services
- human resource
- training
- quality control
- sales and marketing
- food safety and hygiene.
2. Managing training function across the group
- training multi-lingual workforce at all levels of hierarchy
- introduced a new method for better execution - picture tracer concept
- developed induction, pre-opening and fire fighting program
- developed competency review and reinforcement concept
- Introduced a training program to handle busy work situations - backhand training program
- Introduced a department entry training program - touch to start
- Introduced an employee time utilization training program - let's start.
3. Managing group's human resource and organization development processes.
- developed organization tier/segment system
- developed and revised all the human resource formats in the system
- handling probation and performance appraisal process of nearly 350 employees
- developed an employee handbook concept - Employee Referral
- developed - role model program (an employee recognition and involvement concept, which will act as a training need analysis tool in short terms and further it will play a major role in career development)
- developed a competency mapping and learning reinforcement process
- developed a specialty team program (to create vibrant and positive work environment in the team across the group)
- developed customer engagement program - Get Connected (a very new and out of box concept for socializing, engaging and involving the customers to increase the customer loyalty).
4. Developed and managing quality control processes for the group operations.
- doing process observation/audits to identify the core improvement areas in operations,
- developed standards and processes for - Process Custodian Tracker (empowerment, recognition, competency mapping, quality control, training and career development concept)
- developed a new quality control concept - Employee Recognition (motivating employees to perform excellent).
1. Facilitated and spearheaded the training function in 3 brand segments of Park Hotels across India - ZONE, Park Collection and Italia.
2. Being a part of the corporate pre-opening team of an upcoming hotel brand ZONE and corporate operational team Park Collection & Italia developed:
- Brand Standards, Standard operating manual and procedures - cross cutting, sales & marketing, public relations, front office, housekeeping, food and beverage services, training, quality control and human resource
- Corporate audit standards and processes
- Organization development, employee - engagement, involvement, recognition, reward and performance management concepts.
- Corporate training plan & processes (pre-opening & operations), train the trainer program- Kirkpatrick model, entry point training program, induction kit and off-site training management plan.
- Work allocation matrix (multitasking job allocation concept)
- Expertise department associate (empowering & career development concept)
- Skill development matrix (competency mapping & career development concept)
3. Coordinated with the Training custodians in Zone, Human resource managers in Park Collection and Restaurant managers in Italia for implementation of the training processes.
1. Identified performance gaps and worked with managers to plan, develop, facilitate and conduct the appropriate training to improve performance.
2. Being a Training Manager facilitated the department training processes and made the hotel rank number 1 for 7 months - Dec 2011 till June 2012, out of 40 ITC Fortune hotels.
3. Reduce the customer complaint log rate from 25% to 1% hence increasing the customer satisfaction rate to 99%.
4. Developed 5 EHS presentations followed in 40 ITC Fortune hotels across India.
5. Being a Regional Training Mentor, North managed and facilitated the front and back of the house training function and activities of 9 hotels in North India.
6. Calculating the weekly training actualization of 40 hotels.
7. Reviewing the bi-monthly department training calendars and weekly training actualization report of 9 hotels in North India to incorporate the desired topics and processes.
8. Developed and introduced cross department training program and quality control tool (complaint log - DMAIC) for better execution of department processes.
9. Developed and conducted TTT program for department managers and trainers covering Kirkpatrick model and DMAIC six-sigma quality control processes.
1. Planned and developed the pre-opening training program for the group.
2. Developed and handled management training program and Mahindra University program following Adult Learning principles.
3. Had setup and managed training functions of 6 resorts in North India by co-coordinating with the resort HR managers for monthly training plan and activities.
4. Trained manpower at all levels in 6 resorts to improve the tangible & intangible services.
5. Completed and executed six-sigma (DMAIC) project to improve retention rate of employees.
1. Developed 70% hospitality and customer service module for Kingfisher Airlines.
2. Managed pre-opening processes of various training centers in North India.
3. Trained the students in soft skills, hospitality, customer services and hotel processes following E-learning program.
4. Conducted the train the trainer program, training fellow trainers in the hospitality domain, following Adult Learning principles.
Operational Trainee and Food & Beverage Associate
Oberoi group of hotels and One & Only Royal Mirage, Dubai - Aug 2004 to April 2006
* Taking training of new employees according to the standards and set processes.
* Core competence being food and beverage services have worked in room service, coffee shop, bar, barbecue, butlers and banquets etc.
* Best operational trainee in Oberoi Grand, Kolkata.
Food safety management program
Quality control program
Trained in sales and marketing practices and procedures.
Trained in human resource, training practices,culture and processes.
Mode and ways of travel and tourism.
Types of disasters and how to manage them.
Physics, chemistry , english, maths and biology.
Information Technology components and processes.
