Quality Trainer

The Learning and Development Manager is responsible for overseeing the hotel's learning function, developing trainers, and establishing a system for generating training data and evaluating results. This role impacts the skills, knowledge, and attitudes of every hotel employee and ensures the availability and use of effective resources.

This position plays a key role in promoting a positive work culture and driving business success.

• Develop and manage the learning and development budget and control expenses effectively.
• Monitor industrial trainees, interns, and vocational trainees to ensure compliance with statutory requirements.
• Review the progress of the Training Business Plan for each department to ensure that training objectives are being achieved.
• Utilize industrial trainees effectively to control costs and enhance productivity.

Key Responsibilities:

• Create comprehensive training programs to foster a positive work environment for all employees.
• Administer an annual team member satisfaction survey to drive improvement initiatives.
• Educate and train managers on IHG's onboarding programs, company policies, and performance management processes.
• Analyze training needs across the hotel and develop strategies to address these needs.
• Stay up-to-date with IHG HR and Training Standards, localizing where necessary.
• Implement effective training programs for new employee orientation, customer service, technical job-specific training, supervisory skills, and fire and life safety.
• Establish a training library to support trainers and staff development.
• Design, produce, and implement training programs tailored to specific departmental needs.
• Attend training sessions, critique performance, and provide constructive feedback to improve performance.
• Liaise with other IHG training managers to share best practices and resources.
• Communicate regularly with staff, maintain good relations, and contribute to regional activities as directed by the Regional Director of Human Resources.
• Guest experience:
  • Regularly monitor and evaluate guest satisfaction scores to inform improvement initiatives.
  • Develop innovative ways to motivate and inspire team members to deliver exceptional guest experiences.
  • Interact with guests to gather feedback and build relationships to enhance guest satisfaction.
  • Collaborate with department managers to develop initiatives to reach service standards and drive continuous improvement.
  • Use IHG benchmarks to measure the success of training programs and adjust strategies accordingly.
• Responsible business:
  • Promote awareness and reputation of the hotel and brand in the local community and engage team members in local community initiatives.
  • Prepare and monitor e-learning training programs for IHG Academy.
  • Nurture a network of specialist training professionals to assist with advanced or specialized training.
  • Partner with educational institutions offering hospitality and training courses.
  • Ensure timely completion of e-learning training.
  • Support IHG Corporate Responsibility initiatives at the hotel.
  • Perform other duties as assigned.
• Accountability:
  • Typically the only Training lead in a full-service hotel.
  • May supervise Training coordinators in a larger hotel.
  • Ensure optimal utilization of hotel resources.
• Qualifications and requirements:
  • Bachelor's degree or Diploma in Hotel Management.
  • Desirable post-graduate qualification in Human Resource Management.
  • 4 years of relevant experience or equivalent combination of education and work-related experience.