Learning and Development Manager
Babylon Rotana Hotel
Total years of experience :16 years, 0 Months
Plan the various development activities by conducting a training needs analysis and preparing the 6-month Learning & Development Plan according to the Managing Colleague Development process.
Implement the 6-month Learning & Development plan by conducting or overseeing the rollout of various Off-job training programmes.
Review the success of the 6-month Learning and Development plan by using various metrics to monitor and evaluate the Return of Expectations of the development programmes i.e. colleague satisfaction survey, guest satisfaction survey, mystery guest report, financial figures, retention rate, accreditation results, etc
Organize and conduct new colleagues on-boarding activities as per Rotana guidelines.
Maintain the required attendance/certification percentage of all Off-Job Training programmes.
Develop the Departmental Training team by providing the required accreditation, organizing on-going meetings and coaching them in the preparation and implementation of their 6-month Learning & Development plans.
Monitor the quality of On-Job training by attending departmental training sessions and giving feedback on performance.
Monitor the quality of performance certification for new joiners.
Carry out departmental Learning & Development standard reviews with each Departmental Training Coordinator in line with Rotana guidelines.
Ensure relevant departments have up to date Standard Of Performance (SOP) manuals. Guide and coach in the production of the same.
Compile the Learning & Development departments budget according to the business needs.
Compile and follow-up on the action plan resulting from the hotel Learning & Development Standards Review, conducted every year by the Corporate Office.
Conduct or outsource development activities for the managerial level according to needs identified in the performance reviews or operational requirements.
Lead the implementation of various Learning & Development activities such as Knowledge Is Power, Best Practice Input, Knowing Me Knowing You and Rotana Earth support initiatives.
Produce the monthly Learning & Development calendar and report within the agreed deadlines.
Use the companys communication channels like MyRotana and Rotana Insight to update and communicate information.
Maintain the Colleague Development Records of the management team.
Manage various development activities such as cross-training, hosting interns, and where applicable, TAROT participants.
Recruit Interns and External Trainees in line with the company policy.
Establish a library of books, videos, journals and audio visual materials to assist trainers in their training programmes and for the colleagues personal development.
Promote efficiency, confidence, courtesy and high standard of social skills.
Display a pleasant manner and positive attitude at all times and promote a good company image to guests and colleagues.
Adhere to Company and Hotel rules and regulations at all times.
- Participate soft and grand opening stage in Al Ahsa bliss hotel K.S.A
- Managing hotel training center with 3 different types of training rooms supported by 3 simulating areas
- Managing L&D officer, departmental trainers and external trainers from M-Institute for hospitality and culinary arts
- Optimizing hotel Training budgeting and developing the departmental operation manulas.
- Preparing and utilize hotel annual training plan and L&D Matrix
- Helps drive company values and philosophy and ensures all training and development activities are strategically linked to the organization mission and vision
- Works with property leadership team to identify and address employee and organizational development needs
- Ensuring effective training is in place to enable the achievement of desired business results
- Focusing on a variety of topics including product knowledge, company philosophy and customer service and leadership skills
- Conducts needs assessments, design and develops training programs and facilitate the delivery of both custom and hospitality training programs
- Measures the effectiveness of trainings to ensure a return on investments.
- Conducting an annual training need analysis
- Incorporates the hotel training plan with the business plane of the hotel
- Coordinates with the HOD’s to help identify training opportunities and cross exposure for employees
- Identify internal and external training resources
- Incorporates customer information as part of the strategy
- Plans participents material, trainer notes and integration with an orientation of new hires
- Assist and implementation of new policies, procedures and SOP’s
Main Duties and Responsibilities:
Training Development
- Ensure consistency and quality of training curriculum and practices that are in line with Moevenpick training manual and contextually
- Continuously update training materials for existing courses and manage the development of new material when necessary, including working with subject matter L&D KSA Director and Departmental trainers
- Gather information on needs from the target beneficiaries through Learning Needs Assessments (Remedial, Mandatory, Obligatory and development)
- Prepare L&D Calendar monthly based on departmental trainer’s meeting challenging, VEOS report, I.Q audit result, EES survey, PDP requirements and Duty manager report
- Receiving departmental training plans monthly and do spot check accordingly
- Manage and follow up on eCornell and Lobster Ink Online courses
- Ensure in my daily training tour that Moevenpick 4 corner stones with Moevenpick 3 service ingredients and natural enjoyment are go through staff actions and hotel activities around leisure & Corporate guests
- Follow up on staff grooming standard and the 3 components of M&E are go through banquet meeting Venus
- Deliver an Orientation for new comers (Welcome to Moevenpick) as comprehensive 3 days to deliver chain History & Philosophy, locations, management structure and handling complains
- Deliver ½ Day WtM for current employees quarterly and Discovery as refreshment
- Coordinate cross training from department to other department and Cross exposure from my Hotel to Other Hotel
- Manage calendar for Academy 2015 Seminars
- Conduct weekly meeting with HOD’s to discuss their action plans for I.Q results and how we can avoid negatives and keep up positives
- Follow up on reservation team for IFH criteria and how we met call standard
- Collect guest comments during my duty manager time to consider it in my plans and discuss it with departmental trainers
- Attending randomly department briefing to deliver some points of their GEQS
- Do monthly L&D Audit for all departments based on Moevenpick standard criteria
- Review Forum website on daily basis for any new updates or L&D needs
Other responsibilities
- Duty Manager based on MOD Roster
Special projects
- Attending 1 week cross exposure in Moevenpick Anwar Al Madienh with L&D KSA Director (On-job training skills & Comprehensive WtM, Sustainability E-Learning and all Moevenpick standard reports)
- Attending Al Madinah Tourism College Graduation Event to select talented people with H.R Manager
- Prepared talented program in Employees annual gathering for 2014
- Did an action plan for myself for 6 month in advance based on Hotel requirements
- Coordinate external training regarding chemicals safety, personal Hygiene and breakage control for concern departments
Administration
- Collect departmental training records to do analysis for training status comparing with departmental training plans
- Sending monthly report for L&D KSA Director with all training activities
- Communicate with concern managers to gain monthly nomination list for development training
- Filling training records monthly
- Updating training room library
- Review trainees feedback to consider it in next sessions
-Scheduling the training sessions, and booking / notifying all relevant parties.
-Taking responsibility for ensuring all training rooms / venues, equipment, catering arrangements, and other requirements are booked up or canceled in advance.
-Sending out appropriate pre-course information to delegates / managers in advance of training courses.
-Requesting and compiling all delegates’ objectives in advance of training courses.
-Keeping data of training suppliers and training materials up to date.
-Ensuring approval of training supplier / course content is obtained in advance.
-Allocating staff to groups when repeated training sessions are to be conducted.
-Printing up of training support materials / handouts for training courses, and creation or formatting of these where relevant.
-Training course set up / clear up before and/or after a training event.
- Sending out course evaluation (feedback) questionnaires following training courses and compiling / communicating feedback to the training manager.
- Recording all staff’s training attendance.
- Keeping training records and files up to date, filing forms.
- Running standard and custom training reports in HR software as required.
- Preparation of staff manuals for all new employees.
- Obtaining training records / certificates of previous training or qualifications achieved from new joiners for personnel files and / or HR software.
- Assisting with arranging induction program timetables for new joiners.
- Arranging training provision as required by the business during annual leave / other absence of the training manager.
- Deliver training sessions.
- Other training admin tasks not covered by the above
- Providing support for the trainers
•Promotes and informs employees about all training programs.
•Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
•Helps employees identify specific behaviors that will contribute to service excellence.
•Ensures employees receive on-going training to understand guest expectations.
•Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
•Meets with training cadre on a regular basis to support training efforts.
•Observes service behaviors of employees and provides feedback to individuals and/or managers.
•Monitors enrolment and attendance at training classes.
•Meets regularly with participants to assess progress and address concerns.
•Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.
•Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
•Measures transfer of learning from training courses to the operation.
•Ensures adult learning principles are incorporated into training programs.
•Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
methodology and/or re-trains as appropriate.
•Aligns current training and development programs to effectively impact key business indicators.
•Assists with establishing guidelines so employees understand expectations and parameters.
•Develops specific training to improve service performance.
•Drives brand values and philosophy in all training and development activities.
•Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
•Assists with the development of the Training budget as required.
- Supervises and manages Customer Service Representative (CSR) Shifts, Schedules, Distribution of tasks, and attendance.
- Ensures that all the CSRs perform their jobs professionally and accurately.
- Ensures prompt delivery and accuracy of submitted customer service reports.
- Supervises and supports CSR’s performance and progress in their jobs.
- Responsible for Auditing on the whole team (filing, reports).
- Handling complaints and ensuring the application of Berlitz learning cycle and methodology.
- Preparing monthly payrolls for employees and instructors.
- Preparing monthly schedules and room plans.
- Handling the 2nd interview for the Customer Service.
- Set team objectives( yearly plan)
- Supervises the implementation of the set objectives
- Conduct weekly review meetings with the key staff (LIS/Senior Sales) to review objectives versus actual with regards to the center results based on the Balance Score Card.
- Conduct Weekly coaching sessions for employees (Shadowing + Coaching).
- Reviews last month plan versus actual
- Handle client Inquiry ( Phone call/ Walk in )
- Conduct sale presentation
- Handle registration process( payment, cash, Material)
- Handle client complaint
- Handle corporate client registration process
- Follow-up on the client daily feedback
- Handle the re-enrollment process
- Review the previous day results ( Daily Activity, Daily summary, financial summary)
- Responsible for the first day orientation for the new opening groups
- Handle certificates process
- Supervise and manage project coordinators shifts, Schedules, Distribution of tasks, and attendance.
- Ensures that all projects coordinators perform their jobs professionally and accurately.
- Supervise and support project coordinators performance and progress in their jobs.
- Responsible for Auditing on the whole team job (filing, reports…etc).
- Handling complaints and ensuring the application of Berlitz learning
Managerial Development
•The KFC Shift Supervisor position is meant to be a kind of training ground for prospective assistant unit managers and, later, restaurant general managers (RGM), so there are a large focus on developing managerial skills. Shift Supervisors help train new team members and motivate them through routine interactions, as well as planned recognition efforts. In addition to instruction from the Assistant Unit Manager and RGM, Shift Supervisors may also receive directions from the Area Coach.
Customer Service
•Assist team members in working with customers as they come into the restaurant. Like fellow team members, Shift Supervisors take customer orders and handle sales and purchases. If there is a customer issue or inquiry, the Shift Supervisor is the next point of contact for the customer if it has escalated from another team member. The Shift Supervisor then works to resolve the issue.
Store Maintenance
•Work to ensure team members meet the safety and cleanliness standards of both OSHA and KFC. These include standards for the parking lot, the exterior building and the removal of trash. The Shift Supervisor also checks the quality of the restaurant's equipment and makes sure inventory levels are being maintained.
Preparations
•Assists Assistant Unit Managers and RGMs in preparing deposits and putting together shift schedules for team members. In addition to this, Shift Supervisors also draft product projections and financials to be reviewed by the RGM.
•Train all new members ( On-Job )
Fair