Training Manager for Rooms Division

1. Training Strategy & Planning

• Develop and implement the annual training plan for the Rooms Division.
• Conduct training needs analysis in collaboration with Heads of Departments (HoDs).
• Align departmental training objectives with hotel KPIs and brand standards.
• Ensure compliance with brand and LQA standards where applicable.

2. Service Excellence & Brand Standards

• Facilitate luxury service training programs in line with Raffles standards.
• Conduct onboarding and induction programs for new Rooms Division Heartists.
• Reinforce personalized guest experience training and service recovery techniques.
• Support mystery audit preparation and quality assurance initiatives.

3. Operational & Technical Training

• Deliver technical training related to:
  • Opera PMS and Front Office systems
  • Housekeeping standards and inspection procedures
  • Guest communication and complaint handling
  • VIP and protocol handling
• Partner with department leaders to ensure SOP adherence.

4. Leadership Development

• Coach Supervisors and Duty Managers on:
  • Team leadership
  • Performance management
  • Coaching and feedback techniques
• Support succession planning initiatives within Rooms Division.

5. Performance & Quality Monitoring

• Monitor training effectiveness through:
  • Guest satisfaction scores
  • Audit results
  • Service feedback
• Track and report training hours and participation.
• Conduct post-training evaluations and follow-up coaching.

6. Compliance & Mandatory Training

• Ensure mandatory trainings are conducted and recorded including:
  • Health & Safety
  • Fire & Life Safety
  • Data privacy
  • Code of Conduct
• Maintain accurate training records and reports.

7. Digital Learning & Innovation

• Utilize LMS platforms and digital tools for learning delivery.
• Integrate AI-supported learning solutions where applicable.
• Promote continuous learning culture within the division.

Qualifications :

• Bachelors Degree in Hospitality Management Education or related field.
• Minimum 35 years of experience in luxury hotel operations (Rooms Division).
• At least 2 years of experience in Training or Learning & Development preferred.
• Strong knowledge of luxury service standards.
• Experience with PMS systems (Opera preferred).
• Certified trainer qualification is an advantage.

Additional Information :

• We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day making sure that work brings purpose to your life so that during your journey with us you can continue to explore Accors limitless possibilities.
• Our commitment to Diversity & Inclusion:
• We are an inclusive company and our ambition is to attract recruit and promote diverse talent.

Remote Work :

No

Employment Type :

Full-time