We are looking for a Cluster Manager- Training & Development for a leading hospitality group.
Job Profile
To enhance the performance capability of employees at our Resorts, Hotel Sales Division, Call Centre-, & Corporate Organization by designing, delivering, & evaluating training programs in collaboration with the stakeholders to improve customer satisfaction & support capability development.
Participates in the development of Human Resources strategies which are aligned with the overall objectives of the 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 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 other duties required to provide the capability development service brand behavior 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 Brand’s 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 follows-up 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/ Branch Offices/ Corporate Office
Requirements
Minimum of seven years progressive core training experience
Must have Hospitality exposure
Bachelor’s degree preferred, certificate in related field desired
Hotel Management Subject Knowledge (Front Office, F&B Production & Service, Housekeeping, Engineering SOPs), Business Skills
Hands-on Experience working with Gen Zs & Gen Alphas 🙂
Experiential Learning Methodologies
Learning Evaluation Frameworks (Kirkpatrick Philip ROI/ ROE Method)