Senior Training Specialist
Eton Institute
Total years of experience :21 years, 3 Months
Duties and Responsibilities
♣ Create a team culture which reflects high performance, team work, information sharing and superior customer service.
♣ Provide innovative and solutions based procedures to ensure the efficient processes for the Business Support Division.
♣ Lead and manage Business Support team by positive examples and demonstrating Eton Institute values at all times.
♣ Mentor the Business Support team to provide a high level of customer service at all times.
♣ Coordinate and oversee the day to day operations of the Business Support Division i.e. cover of reception, lunch breaks, shifts, answering the phone, etc.
♣ Motivate and coach staff to achieve targets.
♣ Oversee the equitable distribution of workload amongst the Business Support team.
♣ Assess and manage the Business Support team’s team development and improvements.
♣ Responsible for training and induction of new team members.
♣ Ensure al team members receive adequate training on new products, technology, systems and assessed appropriately following each training session.
♣ Monitor progress regularly to ensure targets are met and take corrective action as required.
♣ Provide monthly and weekly reports on performance against targets to the VP Business & Learning.
♣ Oversee and monitor that all information is kept up to date by the Training Coordinators and update relevant software.
♣ Oversee Training course calendar.
♣ Oversee if there are any outstanding inquiries and take corrective action as required.
♣ Handle all types of inquiries i.e. email, phone, online and walk in students providing relevant information and transferred when required
♣ Be involved in coordination of Training courses sharing the Training Coordinator’s responsibilities.
♣ Oversee and assist with all administrative requirements for the Training Courses to run successfully and at full capacity.
♣ Oversee and assist with the preparation of the Training Course schedules, training material, and trainer liaison in line with Eton Institute’s policies.
♣ Ensure positive, professional relationships with both internal and external customers.
♣ Collect all customer complaints, details and information and liaise with the VP Business & Learning on required response.
♣ Keep records of customer interactions, details if inquiries, comments, complaints, actions taken and all relevant information.
♣ Update the room schedule software to ensure maximization of capacity.
♣ Identify areas for growth or potential problem areas with the Business Support Division.
♣ Follow the progress of queries to ensure all action is taken in a timely manner and customer satisfaction.
♣ Perform other associated duties where appropriate is directed by the VP Business & Learning.
♣ Develop and maintain strong relationships with potential and existing clients with a focus on building new business.
♣ Use initiative, research, analytical and organization skills, interpersonal and communication skills to achieve effective outcomes.
♣ Manage the reception.
♣ Communicate and coordinate with other departments, i.e. accounts, learning & development, HR
♣ Update the room schedule software.
♣ Communicate with all key stakeholders in relation to any changes to course schedules.
♣ Obtain course feedback and end of course evaluation.
♣ Maintain client database and internal records to company standards.
♣ Assist team members with any administrative task relevant to courses and providing high level customer service.
♣ Identify opportunities for growth and new business.
Duties and Responsibilities
♣ Answer and transfer inbound phone calls.
♣ Receive and direct visitors and clients in a professional and friendly manner.
♣ Handle all types of enquiries via email, phone and walk-in clients providing relevant information.
♣ Respond promptly to customer enquiries.
♣ Handle and resolve customer complaints with support of the Office Manager.
♣ Obtain and evaluate all relevant information to handle enquiries and complaints.
♣ Direct requests and unresolved issues to the designated team member.
♣ Keep records of customer interactions, details of enquiries, comments, complains, actions taken and all relevant information.
♣ Confirm/cancel participant enrolment prior to course commencement and communicate this with all key stakeholders.
♣ Monitor enrolment numbers to ensure minimum numbers are met and take corrective action as required.
♣ Identifies areas for growth or potential problem areas within your area of expertise.
♣ Manage the reception.
♣ Communicate and coordinate with other departments, i.e. accounts.
♣ Prepare all course schedules.
♣ Update the room schedule software.
♣ Ensure all administrative information is kept up to date in relation to all courses i.e. all course details are entered, feedback is scheduled, shared drive and data base.
♣ Communicate all stakeholders in relation to any changes to course schedules.
♣ Obtains course feedback and end of course evaluation.
♣ Maintain client database and internal records to company standards.
♣ Follow up with the status of queries to ensure all action is taken in a timely manner and customer satisfaction.
♣ Maintain positive, professional relationships with both internal and external customers.
♣ Assist team members with any administrative task relevant to courses and providing high level customer service.
♣ Perform other associated duties were appropriate as directed by the Director and/or the Office Manager.
Duties and Responsibilities
♣ Implementation of the operation standard, supervising crew in their shift and monitor their performance.
♣ Supervise the performance of the team members on daily basis.
♣ Make sure that all products are prepared as per the operation standard.
♣ Distribute the workflow among the team members and solve any problems or misunderstanding that may happen.
♣ Coordinate with the restaurant manager in receiving raw materials.
♣ Participate in preparing the labor schedule.
♣ How to apply cost management procedures.
♣ Participate in handling customer complaint.
♣ Participate in the team member’s training and development in order to enhance their performance.
♣ Ensure that preventive maintenance procedures are in place.
♣ Coordinate with maintenance department in case of emergencies.
♣ Spread teamwork and customer manias spirit among the team.
♣ Ensure that team members are following safety and security procedures.
♣ Performs other duties as required by the restaurant manager.
♣ Performs other tasks concerning points like cash management, home service management, counting inventory, beat year ago ideas and implementation, etc.
Duties and Responsibilities
♣ Delivers highest possible level of product quality.
♣ Adheres to approved operating standard holding times and temperatures for all food products.
♣ Uses equipment according to approved operating standard procedures, including daily, weekly cleaning.
♣ Monitors proper equipment functioning.
♣ Monitors product quality.
♣ Assists when receiving products and store items according to the standard.
♣ Minimize wastage of products through the strict observance of product management and control as set by the restaurant management team.
♣ Meets specification of food handling procedures.
♣ Delivers highest possible level of customer service.
Uses suggestive selling technique to increase sales.