Training and Development Administrator
Aspire Katara Hospitality
مجموع سنوات الخبرة :13 years, 5 أشهر
• Coaching and Mentoring, Leadership skills training
• Creating Training Budget for the Business, TNA - Training need analysis
External Vendor Management - Learning Academies and focus on the capabilities group
Collaborating with Business Schools on Learning for Senior and C Level Executive Leadership
• Assisting in Recruitment and Organizational chart creation
• On-boarding, End to end recruitment process from Candidate Shortlisting to Exit process
• Working with Recruitment agencies for Resource management, Contract review and approval process for New Recruitment Vendors
• Maintaining SRF, Interview Assessment forms and candidate source report
Coordinating closely with New Hires for their transfers if locally hired or legal documents for International hiring
• Working with HODs for requirements and JDs - Job description
• Hiring at all levels - Junior, Mid, Senior and C-Level
• Establish clear objectives for all workshops, activities and projects, and communicate those objectives to employees.
• Establish and enforce a classroom code of conduct to maintain a positive learning environment for employees during all workshop activities.
• Prepare materials and training rooms for workshop activities.
• Adapt training methods and instructional materials to meet employees' varying needs.
• Plan and conduct activities for a balanced program of instruction, demonstration and work time that provides employees with opportunities to observe, question, and investigate materials covered during session.
• Instruct employees individually and in groups, using various adult learning methods such as lectures, discussions and group activities.
• Oversee the development of curriculum or identify, select and modify workshop resources to meet the needs of employees with varying backgrounds, learning styles and specials needs.
• Observe and evaluate employees' performance, behavior and social development.
• Compile and report evaluation feedback.
• Audit departmental training requirements to ensure it has been completed as mandated by the organizational training and learning needs.
• Develop site (outside the corporate head office of AKH) specific training material to support the execution of the corporate L & D program.
• Develop and distribute materials and equipment for specified training.
• Provide input on the most appropriate learning methodologies and tools which will best achieve the stated learning objectives such as in classroom courses, computer assisted (online), on-the-job, coaching, mentoring, etc.
• General Responsibilities: 2.1 Collaborate with co-workers to enhance the instructional environment.
• Provide a positive environment in which employees are encouraged to be actively engaged in the learning process.
• Meet workshop and program performance goals.
• Ensure that adequate records for completed training are being maintained and updated in case of each employee
• Help identify potential areas of opportunity for development programs and develop and deliver subsequent programs to ensure business needs are met.
• Occasional Responsibilities: 3.1 Participate personally at the appropriate level of involvement.
• Carry out any task that the Head of HR & Training delegates, in addition to the tasks and responsibilities that have been highlighted in the above sections
• Ensure that all Learning & Development records of AKH are ready and open for external audit
• Carry out Learning & Development audits internally, from time to time, to ensure that internationally accepted standards of hospitality and Best Practices are a culture within AKH
Responsible for Globally developing and facilitating group training and instructional program covering a wide range of behavioural, process, systems, policies and procedures related specifically to Ground Services with an agreed training plan. The role ensures that people are equipped with the required Knowledge, behaviour and skills to support the business in achieving its objectives.
Operational - Global based
Design and develop training materials based on best practice Learning and Development methodology and Integrate technology based learning to cater to the needs of the business.
Facilitate training programmes to a world class standard, using adult learning and learner focused techniques to create a healthy learning environment
Utilise coaching techniques to improve employee performance.
Support the management in developing skills to ensure employees mature and adapt in an ever changing business environment
Evaluate, revise, amend and update training programs based on the revisions from Ground Services Manuals to adapt to the changes that occur in the work environment on a regular basis.
Implement effective and efficient learning interventions by aligning to the 70: 20: 10 principles to make the programmes more business relevant
Immerse into the business to understand the new processes, provide feedback and recommendations to the business leaders.
Monitor training records and ensure that all records have been registered on the Learning Management system and is up to date.
Deliver the Train the Trainer program for Altea Customer Management to facilitate local training to the Ground Handling and Qatar Airways employees across the network.
Create flights for Altea Customer Management for trained trainers to facilitate the training programs that will help stations handle flights confidently.
Support the management in developing skills to ensure employees adapt to a dynamic business environment.
Perform other department duties related to his/her position as directed by the Head of the Department
Assist in the Qatar Nationalization project to train and develop employees according to the company standards
Facilitated trainings like GREAT Services delivery on Branding, Customer Handling and On-Boarding new joinees
Asia : Bali- Indonesia, Kolkata- India, Penang and Kualalampur - Malaysia, Phuket Bangkok Krabi -Thailand
Europe : Venice Milan Rome - Italy, Budapest - Hungary, Copenhagen - Denmark, Frankfurt - Germany, Finland- Helsinki
Africa - Mogadishu - Somalia, Gabrone- Botswana, South Africa - Johannesburg
Middle East - Sohar- Oman, Doha -Qatar
Conducted Ground services Trainings - HUB Customer Handling for Hamad International Airport, Customer Handling Course for outside Stations, Altea CM, Evinta check in system
Leadership Trainings- Airport Station Managers, Duty Officers, Supervisors and Seniors
E Learning management - GEMS AND my path
Working with All Major Hotels groups for Customer Engagement and Trainings
Fully-versed with the configuration and usage of the SynXis platform of SAAS products
Participating in and conduct consultative conversations with customers and internal teams to identify, develop and deliver custom-tailored technical training to achieve optimal configuration and use of multiple products for classroom and virtual audiences
Working with customers and internal teams to identify, understand, and measure success through key performance indicators during strategic customer engagements
Participating in and conduct consultative conversations with customers and internal teams to identify, develop and deliver custom-tailored technical training courses in the use of multiple products for classroom and virtual audiences
Serve as a liaison with departments or divisions to identify and execute customer solutions when issues arise
Interface with internal teams and measure impact of curriculum or course delivery to ensure existing training programs meet customer needs
Manage priorities for multiple high-value customer projects simultaneously
Update training documentation and self-paced e-Learning training modules; communicate these changes as required
Provide support to customers via email and the telephone
Project Handled:
The Taj Group of Hotels, Mumbai - Global,
The Oberois New Delhi - Global
Fine Hotels and Resorts - Global
Peermont Hotels Germany- EMEA
Touronline and Deutsh Hospitality Germany - Europe
The Wyndham - Global
• The responsibilities are to site manage existing customers who have contracted with GetThere to administer their booking site.
• It includes working with those customers on expansion projects and new features for clients online travel program.
• Manage client relationship from a site management perspective and work closely with GetThere’s customer success managers.
• Conduct project management meetings with clients to document and track project issues and requirements.
• Work closely with implementation team during large project roll outs. Consultant, based on the results of business analysis of client requirements.
• Work with product manager and any third party regarding software developments. Work closely with the client travel manager to resolve issues and ensure project tasks are completed to plan. Work closely with the clients TMC - Travel Management Companies.
• Handling few Clients at the Global level as well - NORAM, LATAM and EMEA
• Interaction with All Global Travel Managers/Directors and VPs on implementation of new Site launch
• Coordinating with Training, Implementation, Developer and Architect team on their requirement.
• Conducting Training sessions on Tool usage and testing on the Site Configuration
• Best Practises session - Training on OBT application from Users and Administration level
• Compliance and Integrity process set-up on Country specific considering the Standard Operating procedure
• Keeping the Security of the Site on OFAC and Trade Sanction levels.
• Connecting with Vendors on Online set-up which includes Low Cost Carries Globally, Hotel Booking Tools, Rails and Cruises as well.
• Coordination with Sales Team’s Account Directors which also includes -Global Sales Managers to conduct the Sales Training.
Working closely with all the departments for Training needs.
• Conducting trainings for New Hires and Tenured Staffs.
• Training mainly focus on the Customer Services and Quality.
• Non technical - Delivering trainings on Soft Skills, Communication skills which also covers Business English - Written and Spoken
• Travel Trade Trainings : Conducting trainings for Corporate Travel, Holidays and Packages, Sales, Ticketing and Reservation, Business Development.
• Revenue Management :
a) Creating and Managing Training Budget for Training department for running the successful sessions.
b) Working closely with Finance team to understand the errors so that Trainings can be given to the staff to reduce accounting errors which effects the Revenue.
• Work closely with Implementation team for smooth functioning of new or an existing processes of Clients.
• Focus on the key areas like - Client handling skills, Sales effectiveness, Soft Skills and Front line based Customer service Training mainly Retail and Implants.
• Training Need Analysis on monthly, quarter and annual basis.
• Creating modules and assessments to do the knowledge check.
• Working closely with the Operation Teams on functional based Training catering to Customer Services.
• Hiring Interviews - Walk-in and Video conferencing mode.
• Conducting Orientation and coordinating with HR team on New Joinees and the other formalities.
• New Hire Induction and Orientation - Training Executive may partner with team leaders to develop performance agreements, conduct new hire orientation sessions, and plan, organize and direct new employees.
• Content development / knowledge management - Their duties may include designing and updating curriculum and course content, developing training manuals, multimedia visual aids and responding to development requests.
• Training delivery and facilitation - Managing and delivering training sessions on technical, functional and behavioral subjects. Ensure assessments are completed and feedback supplied to involved stakeholders.
• Training Need Analysis - Conducting Training needs analysis covering technical, functional and behavioral skills. Collaborate with departments to determine training needs of staff and source or create suitable training programs to enhance their operational efficiency. Also provide coaching and feedback as and when required.
• Questionnaire and Feedback - They should be monitoring and reviewing the progress of trainees through questionnaires and discussions with managers. Evaluate and measure training performance and effectiveness to improve overall standards by giving feedback forms at the end of every training session.
• Maintain records and compile statistical reports concerning staff data such as performance appraisals, employee surveys to further identify training and development gaps. Generate management and ad-hoc reports as and when required (KPI, Training Effectiveness, compliance, etc.).
• Performance and Talent Management - assist in the organization of the performance appraisal process and work with team leaders to develop performance goals, evaluate productivity, and help employees create long-term career plans within the organization
Worked closely with the all the departments for Training needs.
• Conducting PAN India training for New Hires, Operational Trainees and Tenured Staffs.
• Training mainly focus on the Customer Services, CRM Tools and Quality.
• Work closely with Implementation Team for smooth functioning of new or an existing processes of Clients.
• Worked closely with Program Management Team to accelerate new processes if any changes happens in the Tenured one.
• Worked with CWT Resolve Team - Customer Satisfaction Survey Tool where Trainings conducted and done auditing for various issues and complaints to keep the Client’s Escalation Matrix controlled.
• Delivering trainings on Soft Skills, Communication skills which also covers Business English - Written and Spoken, Operational tools like GDS - Galileo, Online Booking tools and Profile management.
• Focus on the key areas like - Client handling skills, Sales effectiveness Training
• Training Need Analysis on monthly, quarter and annual basis.
• Creating modules and Assessments to do the knowledge check.
• Maintained monthly reports on Global and Regional Quality.
• Worked closely with the Operational teams on functional based Training catering to Customer Services.
• Conducted Campus placements hiring for Operational Trainees Program.
• Looked after some HR related works like - Company policies, Induction and Orientation, New Hires Joining Formalities including opening of New Bank account, updating Attendance Tracker.
• Worked closely with Talent Acquisition Team for hiring in South India Locations along with PAN India.
Worked as a Training Specialist with TRX Technologies, Bangalore.
• Gave process training on client based product.
• Handled Expedia.com process one of the largest online travel companies in the world.
• Gave training on Schedule change process and ticketing process.
• Training on GDS’s - AMADEUS, WORLDSPAN and GALILEO.
• Taking care of Recruitment as well. Done campus selection and also doing induction trainings for new hires.
• To provide On job training - OJT to new hired Trainees to assist them performing the job as per the requirement. Trainings like - Soft skills, Customer Service Excellence and Email etiquette etc.
• Pre-process training - Introduction to travel, English language - Grammar, Vocabulary, Accent Neutralisation, Voice and Accent.
• TNA (Training need analysis) on monthly basis to improve the team quality and productivity.
Worked with American Express in their Corporate Travel Team - Centre of Excellence, where I was handling all major corporate for the travel needs.
• Worked closely with the Airline corporate offices on new offers and deals to provide best services to our clients.
• Majorly dealt with Airline reservation, Hotel bookings, Visa, Car rental etc.
• Updates on monthly basis report on corporate deal and compliance internally. Like - Airline ADM, ACM and Reissue errors. Taking help with the partners on resolution and waivers.
• Hotel presentations and Sales report on monthly basis.
• Worked on various Airline promotions for exclusive Amex card members. Like - Emirates companion offer, Etihad best fares and Jet Airways - Fly Jet Set go.
• Prior to this worked closely with Individual Card account - American Express Platinum Charge Card members in fulfilling their travel requirements and requests with suitable travel itineraries and associated travel information. Also provide travel advice such as visa requirements, health checks and other travel related information together with complete, accurate and professionally presented travel documentation.
• Providing On job training to new hired Trainees to assist them performing the job as per the requirement. Trainings like - Soft skills, Customer Service Excellence and Email etiquette etc.
• Meet and exceed travel sales and revenue targets and department’s call servicing levels while providing exceptional customer service.
• Work closely with the outsourced suppliers or Amex establishment to ensure complete and accurate processing of travel documents, as well as following the processes and procedures in place. This include billing the correct amount to the correct account, claiming of correct commission / documentation fees, accurate quotation/ issuance of Airline Privilege deals and managing daily Galileo queues.
• Build professional relationships and rapport with Amex Card members in order to deliver personalized customer experience.
Human Resource
English Literature Economics History
Airline Reservation and Ticketing Tourism Hospitality