ASSISTANT MANAGER LEARNING – HYATT HOTELS DUBAI
HYATT HOTELS DUBAI
Total years of experience :11 years, 5 Months
• Worked with Hyatt International’s first Cluster Learning team.
• Overseeing the training and development for more than 2, 200 employees by classroom, skills-based, and on-line trainings.
• Developed and facilitated ‘English Learning Program’ to support Hyatt Dubai colleagues towards excelling in customer service through their ability to communicate in English.
• Facilitated various Leadership Programs such as Hyatt on Skills, Hyatt on Group, Leadership Profile as well facilitating various Core and Leadership monthly sessions.
• Maintaining, updating and releasing the Learning Records and the Learning Participation Records to the Hotel Leaders. Achieved an increase in training participation of 24.34% in 2016.
• Generating Quarterly and YTD report on the Online Learning completion of Hyatt Dubai associates through SABA (Hyatt’s Online Learning Platform). Achieved 1069 online learning completions in 2016 for Hyatt Hotels Dubai (does not include Compliance completion).
• Coordinated monthly ‘Master Classes’ for interns of Hyatt Hotels Dubai to add value to their learning. Arranging the Guest Speaker, assisting in preparing the presentation, creating awareness and interest amongst the Interns.
• Organizing and co-facilitating monthly Orientations for the new Joiners of Hyatt Hotels Dubai.
• Responsible for preparing and coordinating ‘HyDubai Newsletter’ featuring articles from Hyatt Hotels Dubai.
• Responsible for monitoring and supporting the yearly Hyatt Compliance for Hyatt Hotels Dubai. Reporting, updating and making sure of the 100% completion rate for Hyatt Hotels Dubai.
• Providing Learning support to all the Departments as and when required / requested.
• Organizing trainings from external companies such as First Aid, Lifeguard training, Fitness Trainers Certification and Pediatric First Aid.
• Coordinated and organized with the hotel Hygiene Manager monthly internal hygiene trainings for Hyatt colleagues such as Basic Food Hygiene, Allergen Awareness, PIC - Level 1, 2, 3.
• Monitoring daily HySat and create HySat News Flash report showing the YTD NPS and Customer satisfaction of Hyatt Hotels Dubai.
• Providing support for Departmental training endeavors and Departmental Trainers including the structure, reporting, development and recognition.
Overseeing the training and development for more than 500 employees by classroom, skills-
based, and on-line trainings.
* Supporting the hotel HR to organize monthly Employee Engagement activities.
* Supporting and assisting the hotel based Hyatt Thrive and Social Events.
* Supporting and developing the Operations trainees during their tenure here. Assisting in all
their inquiries, doing the exit interview, issuing training completion certificates and taking care
of their cross training requests.
* Responsible for posting all the hotel activities, recognitions, celebrations, events and results
on Hyatt Connect.
* Responsible for updating and maintaining the hotel HyStar Grid and releasing the HyStar
achievement every quarter and YTD.
* Responsible for updating and maintaining the Empowerment Recognition Program.
* Looking after the Learning Centre of Hyatt Regency Dubai & Galleria and setting it up for all
scheduled monthly learning sessions; liase with the departments if they require it for
departmental trainings; keep it equipped with all stationary.
* Walk through the hotel. Engage the employees without affecting the operations; assisting
guests when required; and providing follow up on colleague requests.
• Assigned as the Specialist for the Hyatt Loyalty Program as well as preparing and updating the Upsell Incentive Report for the Front Office colleagues.
• To ensure a smooth overall operation of Reception and Front Office Cashiers.
• Implement departmental standards and procedures for the section within Front Desk and monitor standards for Front Desk.
• Conduct monthly departmental training and complete projects assigned.
• Ensure that VIP, Loyalty Program members, Regency Club, Crew rooms and Special request rooms are blocked and amenities placed accordingly.
• Handle individual FIT guests, group check-ins and check-outs according to standard procedures. Ensure that all rebate and paid-out vouchers are signed by an Assistant Manager on duty as well as by the guest.
• To ensure that all cashiers prepare and balance a cash report and remittance envelope at the end of each shift.
• To ensure that staff is well aware of budget forecast and helped in increasing profitability by using up-selling techniques.
• Build teamwork by taking an active interest in the welfare, safety and development of all staff.
• Handling Check In & Check Outs.
• Adept with the functional and system knowledge and skills of Room Reservations and Cashiering on Opera 5.0.
• To ensure that all departmental reports and correspondence are completed punctually and accurately.
• Flexible and able to be rotated within the different sub departments of Front Office as assigned and as necessary.
• Having a thorough understanding and knowledge of all rooms related services and products and the ability to upsell alternatives.
• To balance the cash report and remittance envelop at the end of the shift.
• Having a full working knowledge and capability to correct and demonstrate all duties and tasks in the assigned place of work.