TRAINING MANAGER - Sterling Holiday Resorts
Employer Active
Job Alert
You will be updated with latest job alerts via email
Job Alert
You will be updated with latest job alerts via email
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Job Description
JOB DESCRIPTION
Key Areas of Responsibility:
- Participates in the development of Human Resources strategies which are aligned with the overall objectives of the Sterling Group
- Develops and implements strategies for L&OD function based on comprehensive Training Needs Analysis.
- Monitors status regularly and course corrects strategies as appropriate.
- Develops and implements training plans which are aligned with the Sterlings business strategies
- Creates 100% guest satisfaction by providing the service experience trainings through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations. Provides employees with the training and resources they need to maximize employee engagement and deliver and teamwork
- Gives personal attention takes personal responsibility and uses teamwork when providing training on the guest service.
- Assumes the responsibility to notice when the guest is not satisfied and trains the staff to use their best judgment to achieve 100% Guest Satisfaction.
- Performs special learning initiatives required to provide the capability development in service brand behavior segment and genuine hospitality.
- Analyses customer service results monthly and identifies trends.
- Conducts customer service training.
- Partners with Department Managers to develop strategies for keeping service standard alive within their department.
- Provides all new employees with a comprehensive induction program as part of the First 90 Days with Brand program to enable them to be orientated and efficiently productive from commencement.
- Creates a work environment aligned with Brands culture by designing conducting reporting all the management skills/ business skills training on a regular basis for Resorts/ Call Centres/ Branch Offices/ Corporate Office
- Conducts management skills training and followsup with participants to assess application of new skills.
- Ensures that employees attend all statutory training as scheduled; maintains and reviews tracking system regularly.
- Maintains a Training Roster for every training program delivered (Participants Details Feedback Scores Delivery Deck).
- Strategize Design Produce eLearning Content on various learning programs required at the Resorts/ Call Centres/ Memberships/ Branch Offices/ Corporate Office
Prerequisite
Desirable
Weightage
Training Need Analysis
Captures the Voice of the Customer from various sources along with audit observations and other sources and analyses the training need
15%
Derives an action plan from the mystery audit scores to derive learning inputs
Helps tweaking of SOPs along with Subject matter experts to enhance guest experience reduce complaints and elevate team skills and knowledge
Reviews guest satisfaction results and other data to identify areas of improvement.
Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.
Developing Training Plan
Conduct a monthly Training Need Analysis and derive monthly training calendars with relevant training topics
10%
Plan Training across the cluster&/ organization on Functional Business Behavioral & Leadership Skills
Prepare annual training plans and monthly training calendars for the cluster
Ensure Technical Training through Departmental Trainers via structured TTTs
Provide key input of Training aspects for all activities and plans of the Resorts
Support individual and team development career development and training and experiencebased learning
Interact with resort leaders responsible for people development on a monthly basis to provide support to operational departments
Content Development & Review
Developing standard training content on selected topics
15%
Content for both offline & online deliveries
Develop Induction Modules
Training Delivery
Facilitate learning through a variety of delivery methods including classroom instruction virtual training onthejob coaching
20%
Present training programs using recognized training techniques and tools
Facilitating mandatory training like Fire Safety POSH Ethics & Integrity and First Aid
Provide feedback to program participants and management
Evaluate and make recommendations on training material and methodology
Partner with department to deliver training programs and other organizational and leadership development interventions
Develop Departmental Trainers
To support in completion of Departmental SOP training
10%
Conduct regular TTT workshops
Create awareness & drive on Service Philosophy (PEPS)
Training Effectiveness
Monitor and conduct learning and development reviews with each department
10%
Analyse guest feedback to identify training gaps
Design and apply assessment tools to measure training effectiveness (Kirkpatrick Philip ROI Model)
Process Improvement
Analyse guest feedback to identify process gaps
10%
Recommend changes in the SOPs
Regular audits of processes and gap analysis
Maintenance of LMS
Regular review and maintenance of training records through LMS
5%
Regular assigning of online modules to all employees
Ensure timely completion of online modules by the team
Training Budgets
Making and completing training budgets
5%
Employee Engagement
Assisting the Human Resources team in regular Employee Engagement Activities
Corporate Social Responsibility
Creating awareness and assisting in CSR Activities
Indicators of success:
- Customer satisfaction (NPS Score Comment Cards annual quality review CSAT Scores)
- Training Feedback Trainer Feedback NPS Score KP Method Scores
- Learning Audit Scores & Resort Performance Scores & KPIs
Requirements:
- Minimum of three years progressive core human resources and training experience
- Bachelors degree preferred certificate in related field desired
- Hotel Management Subject Knowledge (Front Office F&B Production & Service Housekeeping Engineering SOPs) Business Skills
- Handson Experience working with Gen Zs & Gen Alphas :)
- Experiential Learning Methodologies
- Learning Evaluation Frameworks (Kirkpatrick Philip ROI/ ROE Method)
- eLearning (Production & Deployment) & Tech Friendly
- Microsoft Excel Advanced
Experience:
Hotel Industry/ Minimum 3 years
Industry : Hotel Industry
Graduation Required : Graduate/Post Graduate/MBA
More jobs on
Employment Type
Full Time
Key Skills
- Car Driving
- Apache
- Import
- Back Office Operations
- Accident Investigation
