Quality & Training Manager
BinHendi Hospitality
Total years of experience :20 years, 8 Months
• Identifying “core competencies” of workforce with the Quality & Training Director.
• Identifying training and development needs within the organization
• Designing and developing training and development programs based on both the company and the individual’s needs.
• Ensuring that statutory training requirements are met;
• Make monthly, quarterly and yearly training plan.
• Directing training programs, and maintaining accurate records, schedules, and other relevant metrics.
• Amending and revising programs as necessary, in order to adapt to the changes that occur in the work environment.
• Helping line managers and trainers to solve specific training problems, either on a one-to-one basis or in groups.
• Management of training center.
• Evaluating training and development programs.
• Conducting training ROI to measure training and training team effectiveness.
• Promoting quality achievement and performance improvement throughout the organization.
• Formulating and managing the development and implementation of goals, objectives, policies, procedures and systems pertaining to the quality assurance and regulatory functions.
pany’s internal quality audit program and assess improvement initiatives resulting from all Quality Audits - internal and external.
• Responsible for the food safety management system ‘HACCP’ throughout both hotels.
• Monitoring performance by gathering relevant data and producing statistical reports.
• Collating and analyzing performance data and charts against defined parameters.
• Managing training of all company personnel in the requirements, documentation and maintenance of the Quality System.
• Establishing auditing program and lead compliance audits of third party suppliers Bringing together staff of different disciplines and driving the group to plan, formulate and agree comprehensive quality procedures.
• Persuading reluctant staff to change their way of working to incorporate quality methods.
• Report on timely basis to executive management on the performance of the quality system, any non-compliance issues and recommended actions.
• Arranging and managing mystery guest audits.
• Managing Brand Standards implementation and compliance
• Monitor the Guest Satisfaction Tracking System administered by research analysts TNS/NFO appointed by Starwood. Negative points are investigated and action plans are set.
• Control quality audits, which are carried out against the Meridien Brand standards and then identify and analyze training needs
• In charge of the audit teams in the hotels
• Regular inspections of the operational areas to identify areas of improvement
• Preparing yearly and monthly training calendar and ensuring that trainings are carried out as planned.
• Preparing the budget
• Preparing training materials
• Conducting supervisory skills training.
• Conducting Train the Trainer training.
• Conducting soft skills training
• Identifying training through Guest feedback and one to one interaction.
• Preparing the annual internal audit schedule
• Planning & conducting company inductions
• Assisting in conducting Management training.
• Assisting in preparing the budget.
• The hotel successfully achieved ISO 9001:2000 certification in July 2006 within a year of opening
• Coordinated and conducted training programs as and when required such as Company Inductions, Supervisory Skills Development Training, Telephone Techniques, Customer Care, Train the Trainer, Food & Beverage Up Selling, Food & Beverage Skills training etc.
• Sourcing external trainings whenever required.
• Assist in monitoring the guest feedback and was responsible for identifying the area of improvement and implementing the plan of corrective action.
• Conducting training department of the year assessments.
• Conducting the annual product knowledge quiz which is a favorite among the staff.
• Coordinating Team Build activities
• Assisted the departments in putting together SOPs and training plans for the pre-opening
Responsible for all trainings in Food & Beverage