Manager - Training (Five Star Hotel background)

Position: Manager - Training (Five Star Hotel background)

Industry: Hotel, Property Management, Facility Management, Real Estate

CTC: Rs. 10 - 12 lacs per annum

Experience: 10 years +

Job Summary:

The 'Manager - Learning & Development' is responsible for designing, implementing, and facilitating training programs tailored to employees in the Hospitality and Property Management sectors. This role aims to equip staff with the necessary skills, knowledge, and expertise to excel in Guest Services, Property Management, Customer Relations, and Operational Efficiency. The trainer will ensure that employees understand and adhere to industry standards, health and safety regulations, and best practices.

Key Responsibilities:

Training Program Development:

• Develop comprehensive training programs focused on Hospitality Operations (Front Desk, Housekeeping, Guest Services, Event Coordination) and Property Management (tenant relations, maintenance, leasing, safety protocols).
  • Create training materials, manuals, and presentations for employees at all levels (entry to management).
    • Ensure training content is up-to-date, relevant, and aligned with industry trends and regulations.
      • Customize training modules to meet the specific needs of different roles within the property or hospitality organization.

Training Delivery:

• Conduct engaging training sessions for employees, using various formats such as classroom-style learning, e-learning, role-playing, and on-the-job training.
  • Train employees on key topics such as customer service, conflict resolution, communication skills, property maintenance, leasing procedures, and legal compliance.
    • Ensure all staff members are proficient in the use of property management systems (PMS), booking software, and other essential tools.
      • Provide hands-on demonstrations and supervise practical exercises in real-world settings.

Employee Development and Assessment:

• Assess employees' progress through regular evaluations, quizzes, and feedback sessions.
  • Identify gaps in employee skills and knowledge and recommend further development or refresher training as necessary.
    • Provide constructive feedback and guidance to employees to improve their performance and service standards.
      • Encourage continuous learning and professional development within the team.

Monitoring and Reporting:

• Track and document training progress, attendance, and outcomes.
  • Provide regular reports to management on training effectiveness, areas for improvement, and employee performance.
    • Gather feedback from employees to improve training programs and methods.

Collaboration with Other Departments:

• Work closely with department managers to identify specific training needs and tailor programs accordingly.
  • Collaborate with HR and operations teams to ensure smooth integration of new training programs and consistency in operational practices.

Qualifications:

• Proven experience in Hospitality or Property Management, preferably in a Supervisory or Managerial role.
  • Previous experience as a Trainer or in a Training capacity within the Hospitality or Property Management Industries.
    • Strong understanding of industry standards, Property Management software (e.g., Yardi, RealPage), and Customer Service best practices.
      • Excellent Communication and Presentation skills.
        • Ability to engage and motivate employees with various learning styles.
          • Strong organizational skills and the ability to manage multiple training programs simultaneously.

Education and Certifications:

• Bachelor's Degree in Hospitality Management, Property Management, Business Administration, or a related field (preferred).
  • Certification in Training and Development (e.g., Certified Professional in Learning and Performance, CPLP) is a plus.
    • Knowledge of Property Management Certifications (e.g., CPM, RPA) is a plus.
      • First Aid, CPR, or other relevant safety certifications are beneficial.

Skills:

• Strong leadership and interpersonal skills.
  • Ability to simplify complex concepts and present them effectively.
    • Familiarity with training and learning management systems (LMS).
      • Excellent time-management skills and attention to detail.
        • Proficient in Microsoft Office Suite and training-related software tools.
          • Ability to adapt training methods to suit a diverse audience.