Learning & Development Manager

AREAS OF RESPONSIBILITY

Participates in the development of Human Resources strategies which are aligned with the overall objectives of the Hotel

§  Develops and implements strategies for Department

§  Monitors status regularly and adjusts strategies as appropriate

§  Develops and implements training plans which are aligned with the Hotel’s business strategies

Creates a work environment aligned with Brand’s culture by conducting management skills training on a regular basis

§  Conducts management skills training and follows-up with participants to assess utilization of new skills

§  Ensures that employees attend all legally required training as scheduled; maintains and reviews tracking system regularly

Keeps Yes I Can! service and 100% Guest satisfaction alive within the Hotel by conducting training and follow-ups on an ongoing basis

§  Analyses customer service results monthly and identifies trends

§  Conducts customer service training

§  Partners with Department Managers to develop strategies for keeping Yes I Can! 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 100% guest satisfaction by providing the Yes I Can! experience 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 Yes I Can! service and teamwork

§  Gives personal attention, takes personal responsibility and uses teamwork when providing guest service

§  Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems

§  Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis

§  Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction

§  Performs other duties required to provide the service brand behavior and genuine hospitality

Adheres to hotel policies and procedures:

§  Keeps immediate Supervisor promptly and fully informed of all problems or unusual matters of significance

§  Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objective of this position

§  Maintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment