Assistant Training Manager - Operations / Focus on Housekeeping
- Abu Dhabi
- Permanent
- Full-time
- 2-year degree from an accredited university in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the human resources or related professional area; certified trainer.
- 4-year bachelor's degree in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; certified trainer; no work experience required.
- Promotes and informs employees about all training programs.
- Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
- Helps employees identify specific behaviors that will contribute to service excellence.
- Ensures employees receive on-going training to understand guest expectations.
- Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
- Observes service behaviors of employees and provides feedback to individuals and/or managers.
- Participates fully in the Field Trainer Network hosted by the continent Learning team.
- Supports or oversees Learning Coordinator responsibilities to support the hotel's learners
- Understands role and functionality of the digital learning platform, including impersonation, assignments and reporting capabilities.
- Stays current on learning technology enhancements and new learning program launches.
- Coordinates required training programs, including identification of participants and periodic follow-up for completing, when appropriate.
- Delivers training to promote transfer of knowledge according to program learning objectives.
- Thoroughly prepares for each learning event (in-person or virtual) and demonstrates a mastery of content knowledge.
- Creates an environment that enables maximum learning by employing adult leaning principles.
- Demonstrates knowledge of the uniqueness of each audience, including delivery adjustment to the various learning styles represented, as well as for any special needs that could affect the learning.
- Verifies participants receive the appropriate property and company orientation, understand program materials, and build relationships with property leadership team.
- Monitors enrollment and attendance at training classes. Logs attendance within associate record.
- Meets regularly with participants to assess progress and address concerns.
- Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.
- Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
- Measures transfer of learning from training courses to the operation.
- Ensures adult learning principles are incorporated into training programs.
- Aligns current training and development programs to effectively impact key business indicators.
- Verifies that management and non-management training programs are conducted in accordance with standard operating procedures.
- Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
- Makes any necessary adjustments to training methodology and/or re-trains as appropriate.
- Aligns current training and development programs to effectively impact key business indicators.
- Establishes guidelines so employees understand expectations and parameters.
- Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
- Leverages continent learning team for learning programs and resources to meet hotel specific needs.
- Delivers specific training to improve service performance.
- Demonstrates mastery of brand acumen for the brand supported by understanding brand pillars, modeling the behavior, and holding others accountable.
- Participates in the development of the Training budget as required.
- Manages budget in alignment with Human Resources and property financial goals.
- Manages department controllable expenses to achieve or exceed budgeted goals.
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