Training Manager

KEY RESPONSIBILITIES

Job Summary – (Role Summary)
- Responsible for managing the hotel’s training function, including developing a complement of qualified departmental trainers and establishes a hotel system for generating training data and evaluating results. This position impacts on the skills, knowledge and attitudes of every hotel employee and ensures the availability and use of effective resources.
- IHG’s Core purpose is to create Great Hotels Guest Love. Key to meeting this purpose is creating a balanced approach toward our Guests, People, Owners, and Partners. You will promote desired work culture around the Great Hotels Guest Love Steering Wheel. The Great Hotels Guest Love Steering Wheel is based on four quadrants: Our People, Guest Experience, Responsible Business and Financial Returns. Our Winning Ways are Core values of IHG, these behaviors will help you to create this culture. They are: Do the right thing, Show we care, Aim higher, Celebrate difference, and Work better together. This is how we act and behave with our guests and each other within IHG.

Essential Duties and Responsibilities – (Key Activities of the role)
- Analyze training needs of the hotel in general and individual departments, and develop strategies which address needs, presenting in the form of a Training Business Plan for the General Manager and Executive Committee for review
- Familiarize yourself with the IHG HR and Training Standards, localizing where necessary
- Ensure effective training programs are in place for the following:
+ New Employee Orientation
+ Train the Trainer
+ Customer Service Training
+ Technical job specific training (through certification of departmental standards and procedures)
+ Supervisory Skills Training
+ Management Development
+ Fire, Life and Safety Training
+ Selling Skills
+ Employee retraining
- Monitor the progress of the Training Business Plan for each department to ensure that the training objectives are being achieved
- Responsible for maintaining all hotel training records
- Establish a training library of books, videos, journals and audio visual materials to assist trainers in their training programs and for staff personal development
- Design, produce and implement training programs which meet specific departmental needs in conjunction with Department Heads, ensuring that training session plans are structured and that training is effective
- Attend departmental training session and critique performance
- Use IHG benchmarks to monitor success of training programs and amend your efforts accordingly. Eg: ESPS, GSTS, achievement of budget, etc
- Assist Department Trainers in preparing and conducting departmental training and assess accordingly
- Monitor training programs for:
+ Management Trainees
+ Work Experience
+ Hotel School Trainees, etc
- Obtain a network of specialist training professionals who can assist with the conduct of training programs for advanced or specialist training
- Ensure that Department Heads abide by their responsibilities of employee training against departmental SOPs
- Produce monthly training reports for your Manager and the General Manager including:
+ Internal Training Programs conducted:
+ Who attended
+ Number of people attended
+ Duration of training
+ Who trained
+ Cost of delivery (including labor costs)
+ Anticipated return on investment and/or training goal
+ External training programs attended:
+ Who attended
+ Number of people attended
+ Duration of training
+ Who trained
+ Cost of delivery (including labor costs)
+ Anticipated return on investment and/or training goal
- Liaise with other Training Managers to share experiences and resources
- Liaise with educational institutions conducting hospitality and training courses
- Maintain current information and records of suppliers of training resources and materials
- Delivers briefings of all internal programs to executive management and department heads
- Contributes towards regional activities as directed by Regional Director of Human Resources / General Manager
- Provides input for probation and formal performance appraisal discussions to Line Managers in line with company guidelines
- Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
- Regularly communicates with staff and maintains good relations
- Works with Manager of Finance & Business Support in the preparation and management of the Department’s budget
- Monitor the Quality Continuous Improvement Program, which include:
- Occupational Health and Safety Responsibilities
- Demonstrate Awareness of OH&S policies and procedures and ensure all procedures are conducted safely and within OH&S guidelines and ensure your direct reports do the same
- Be aware of duty of care and adhere to occupational, health and safety legislation, policies and procedures
- Be familiar with property safety, first aid and fire and emergency procedures and operate equipment safely and sensibly
- Initiate action to correct a hazardous situation and notify superiors of potential dangers
- Log security incidents and accidents in accordance with hotel requirements

- In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outage, Bomb Threat, Cyclone Warnings, etc
- Fully conversant with all hotel emergency procedures
- Is prepared to implement assigned tasks during emergencies such as fires, power failures and bomb threats
- Assists department manager to ensure departmental Risk Management Calendar actions are up to date as per monthly calendar schedule.
- Assists departmental manager with updating the Great Hotels Guest Love departmental Wheel in conjunction with departmental team, to be aligned with overall hotel Great Hotels Guest Love Steering Wheel. Communicates to team the actions to take on the Great Hotels Guests Love Wheel.
- Assists departmental manager in delivery of the IHG Commitment of Room to Be Yourself

Qualifications
- Bachelor’s degree in Human Resources or Training.

Experience
- 4 years of relevant experience or similar supervisory role, or an equivalent combination of education and work-related experience..

Required Skills
- Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
- Corporate certification in training programs may be required such as 360 Feedback Certification, GTC Registered Assessor, and Certified Assessment Center Assessor designations, etc.
- Proficient in the use of Microsoft Office
- Problem solving, analytical, reasoning, motivating, organizational and training abilities.
- Good writing skills

WHAT WE CAN OFFER
- A competitive salary upon qualification and experience
- 14 days full paid leave per year
- Social contribution by law and Aon personal accident insurance
- Opportunity to develop yourself within IHG

- 14 days full paid leave per year
- Social contribution by law and Aon personal accident insurance. Opportunity to develop yourself
- A competitive salary upon qualification and experience

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