We are looking for a Sr Manager Training & Development for a leading Hotel Group.

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 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

Requirements:

Minimum of 67 years progressive core human resources and training experience.

Must have Hospitality Membership & Hotel Sales Background

Bachelor s 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

training and development,sales coaching,learning management systems

Sr Manager Training Development