Inviting applications for a Senior Manager – Training & Development (Sales / Call Center vertical) for a leading hospitality group. Client is a premium hotel chain with top rated hotels and resorts across India.
Job Profile
To enhance the performance capability of employees at our Resorts, Hotel Sales Division, Memberships, Call Centre, & Corporate Organization by designing, delivering, & evaluating training effectiveness 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% customer satisfaction by providing the service experience training through performance that demonstrates the standards of genuine hospitality and exceeding customer 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 customer service
Assumes the responsibility to notice when the guest is not satisfied and trains the staff to use their best judgment to achieve 100% customer 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 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/ Memberships/ Branch Offices/ Corporate Office
Requirements
Min 6-7 years of Hospitality Industry with Call Centre / Membership & Hotel Sales Background
Any Graduate / Post Graduate
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)