LEARNING & DEVELOPMENT EXECUTIVE

The L&D Executive will help to drive the company values and philosophy and ensures all training and development activities are strategically linked to the organization's mission and vision.

The L&D Executive will work with property leadership team to identify and address employee and organizational development needs. The position is responsible for ensuring effective training is in place to enable the achievement of desired business results. Training programs focus on a variety of topics, including product knowledge, company philosophy, and customer service and leadership skills.

He/She will need to conduct needs assessments, designs and develops training programs and facilitates the delivery of both custom and corporate training programs. He/She will need to measure the effectiveness of training to ensure a return on investment.

CORE WORK ACTIVITIES

Administering Employee Training Programs

• 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.

• Meets with training cadre on a regular basis to support training efforts.

• Observes service behaviors of employees and provides feedback to individuals and/or managers.

Evaluating Training Programs Effectiveness

• Monitors enrollment and attendance at training classes.

• 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.

Developing Training Program Plans and Budgets

• Ensures all training and development activities (department specific and general property training) are strategically linked to the organization's mission and vision.

• 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.

• Develops specific training to improve service performance.

• Drives brand values and philosophy in all training and development activities.

• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.

Managing Training Budgets

• 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.

MINIMUM REQUIREMENTS

• Graduate / Post Graduate diploma in Hotel Management or Diploma in Training / Personnel Management / HRD (preferable).
• Coaching and counseling skills (people management skills).
• Excellent communication skills, able to express ideas and concepts simply and able to check for understanding.
• Knowledge of latest training techniques and systems.
• Conceptual ability.
• Ability to motivate and manage a group of people.
• At least 2 years experience in training staff in a 4-5 star hotel/Catering Institute or a service industry or 4 - 5 years working experience in Hotel Industry preferably in operation areas like F&B, Front Office and Housekeeping etc.
• Fluent in English, French (third language will be a plus)