Role & responsibilities

General Responsibilities:

•  Assisting in implementation of departmental BRISOPs
•  Assisting in facilitation of all managerial & operational training programs and other new initiatives
•  Responsible for managing the hotels training function, including developing a qualified departmental learning coordinator (DLC) for each department.
•  Analyze training needs of the hotel in individual departments, and develop strategies that address needs and presenting the same for the management’s review.
•  Create and monitor personalized training programs
•  Coordinate with Catering Colleges and organize campus interviews and drive the recruitment program for industrial and job trainees at the resort.

Specific Responsibilities:

•  Be the custodian for maintaining Guest Satisfaction Index data and ensure departments get the target GSI
•  Aligns the Training Goals with the Resort Goals and ensures that the resort gets 95% in offline and online guest feedback etc.
•  Ensure effective training programs are in place for the following:

o  New Employee Orientation, Guide & Onboarding socialization

o  Talent Development Programme

o  Department Learning Coordinator

o  Customer Service Training

o  Shop floor readiness training & certification (through certification of departmental BRISOP)

o  Retraining and reinduction for existing associates

o  Mandatory legal trainings like FoSTaC, Fire Life Safety, PoSH etc.

•  Monitor the progress of the monthly training calendar for each department to ensure that the training objectives are being achieved as per the company’s vision.
•  Ensure implementation and monitoring of Fifteen Minute Trainings.
•  Attend departmental training sessions and critique performance.
•  Assist Departmental Trainers in preparing and conducting departmental training and assess accordingly.
•  Ensure that Department Heads abide by their responsibilities of employee training in lines with respective departmental BRISOPs.
•  Conduct regular service excellence training and internal audits (FAQ’s Audit, HOTEL Facts Audit, Grooming Audit, Telephonic Etiquettes Audit, Check-in & Check-out Audit, F&B Outlets Dining Audit, Facilities Audit (Housekeeping/Maintenance For Rooms), GSC Audit, SPA Audit, etc.) to ensure compliance with the BRISOP. Shares the feedback with the General Manager, Resident Manager and the Excoms for corrective action.
•  Produce monthly training updates the General Manager and the Corporate Office
•  Coach, counsel and discipline staff, providing constructive feedback enhance performance.
•  Ensures that all staff abides by the hotel dress codes, grooming standards and hotel code of conduct.
•  Prepares and submits the annual Training Budget and manage the departmental expenses.
•  Liaise with the Human Resource team for completing the cycle of recruitment, induction, training & development, rewards & recognition and other similar activities.
•  Monitor and evaluate the training programs effectiveness, success and ROI periodically and report on them.

Preferred candidate profile

6 – 8 Years experience in training with 3 to 4 years Industry operation experience.