Job Summary:
Portraying the face and role model, being responsible for Learning & Development needs and managing the overall training functions of the property including planning and implementing Learning and Development initiatives for all Team Members of the property to meet both objectives and achievement of goals set forth by the management and ONYX Hospitality Group.
You will be working with leaders, experts, and passionate people who strive for excellence, to successfully deploy Learning & Development programs from conventional ILT to evolving digital learning platforms.
JOB SCOPE SUMMARY
- Helps drive company values and philosophy and ensures all training and development activities are strategically linked to the organization's mission and vision
- The position works with the Executive Committee and property leadership team to identify and address employee and organizational development needs
- The position is responsible for ensuring effective training is in place to enable the achievement of desired business results
- Training programs focus on a variety of topics, including product knowledge, company philosophy, customer service and leadership skills
- Conducts needs assessments, designs and develops training programs and facilitates the delivery of both custom and corporate training programs
- Measures the effectiveness of training to ensure a return on investment
DUTIES & RESPONSIBILITIES
Learning and Development Administration
- Liaise with all Department Heads to identify Team Member learning and development needs, and support the implementation of the property Training Plan to meet these needs
- Design a variety of instructional materials and engaging learning activities for different kinds of learning interventions from traditional instructor-led courses, online programs, web-based learning aids, checklists and templates, and other programs as needed.
- Work with GM and DHR or MHR to create a detailed annual training plan and budget
- Administer the Learning & Development budget
- In conjunction with Department Heads, develop departmental on-the-job training schedules that meet departmental operating objectives
- Prepare and administer the learning and development calendar on a regular basis that combines all other team member activities as a centralized source of information
- Assist department heads/ outlet managers and supervisors in setting up and scheduling of on-the- job training to achieve performance standards
- Prepare and submit Learning & Development related plans and reports as required for distribution to the property management level
- Manage and update monthly training record of Team Members and ensure that all Team Members have carried out training hours according to ONYX, Learning & Development policy
- Master, administer, and manage online learning platform and learner communities.
Learning and Development Activities
- Ensure that all new Team Members attend the ONYX and Property Orientation programme including ONYX Core courses
- Prepare management/supervisory, specific professional programmes and other training based on needs analysis, and submit for approval of the General Manager
- Deliver certain property-wide Learning & Development courses for all Team Members and track all those courses being carried out in the property on an ongoing basis
- Monitors and evaluates all in-house and other training programmes which include actual supervision of a language training programme
- Develop departmental trainers from various departments or outlets according to the ONYX Hospitality Group policy
- Monitor all training activities conducted on and off-site.
- Facilitate Management Training Programmes to ensure that Management Trainee achieves his/her own project assignments successfully with coaching from his/her direct manager or GM.
- Present training initiatives to continually improve the standard of services, productivity and morale of Team Members.
Managing and Administering Employee Training
- Coordinates property compliance training programs such as CPR, PAR, Business We Do, Harassment, Fire Safety, Food Handling, OSHA, etc.
- Ensures participants receive the appropriate property and company orientation, understand program materials and build relationships with the property leadership team
- Promotes and informs employees about all training programs
- Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills
- Administers and delivers core training initiatives in compliance with corporate training and development standards
- Core training initiatives include Orientation, Leadership Skills, Trainer Certification, Diversity Training, and Management Development Program
- Makes any necessary adjustments to training methodology and/or re-trains as appropriate
- Ensures adult learning principles are incorporated into training programs
- Develops, implements and maintains a management orientation program to introduce new managers to the expected leadership behaviours and management skills (e.g., financial management, human resources skills)
Managing Employee Development programs
- Provides additional training to participants to increase skills (e.g., HR skills)
- Helps employees identify specific behaviours that will contribute to service excellence
- Oversees the Management / Individual Development Program
- Coaches managers to enhance own performance and to improve the performance of employees
- Develops specific training to improve service performance
- Works with the leadership team to determine the development needs of managers
- Designs, develops and delivers a supervisory development program to build effective supervisory skills
- Drives brand values and philosophy in all training and development activities.
Developing Training Program Plans
- Develops and maintains an annual or quarterly training calendar
- Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills
- Develops implements and maintains a property orientation program for employees to introduce the company and the culture
- Selects, trains and develops an internal job coach to support the delivery of technical skills training programs
- Evaluating Training Program Effectiveness
- Aligns current training and development programs to effectively impact key business indicators
- Ensures all training and development activities (department-specific and general property training) are strategically linked to the organization's mission and vision
- Measures transfer of learning from training courses to the operations
- Tracks key business indicators (employee and guest satisfaction, retention and financial results) to determine the effectiveness of current training and development programs
- Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations
Other Duties
- Submit periodic reports and plans to the General Manager on all areas of Learning & Development
- Build and improve relationships with concerned government offices such as Skill Development Department and educational institutes
- Full fill all other duties as may be assigned by General Manager within the scope of this position and/or within the limits of the company policies.
- Lead and actively participate in Employee Relations activities to cultivate and maintain positive organizational cultures.
Qualifications
- Bachelor degree in Human Resources Management, Hospitality Management, Business Administration or related fields.
- Minimum 2 years of experience in designing, developing, facilitating, and evaluating training programs, preferably in a 4- or 5-star hotel or
- 5 years of experience leading a training function and managing training professionals in a 4- or 5-star hotel.
