Director of Learning and Development

2 weeks ago

Mumbai, Maharashtra, India Accor Full time

Job Summary:

The Director of Learning and Development will be responsible for identifying training needs and developing cost-effective training initiatives to achieve the hotel's goals. This role will also monitor the correct application of policies, standards, and procedures in coordination with Departmental Heads.

Main Job Responsibilities:

  • Collaborate with the management team to ensure departmental orientation processes are in place and Heartists receive the appropriate new hire training to successfully perform their job.
  • Ensure all HOD/Departmental Trainers use all available on-the-job training tools for Heartists; supervise on-going training initiatives, record them, and conduct training when needed.
  • Conduct frequent Learning Needs Analysis and effectively partner with stakeholders to implement learning and development initiatives to drive performance.
  • Liaise with the Accor Academy and outsourced training providers to ensure that all L&D opportunities are leveraged to maximize Heartist development.
  • Direct the design and implementation of L&D plans and blended learning initiatives, including on-the-job training, classroom training, mentoring, etc., to address capability and knowledge gaps, equip Heartists with the skill sets required to meet operational objectives, and ultimately enhance guest experience.
  • Work with operational leaders in analyzing available data through guest feedback systems (TrustYou, LQA) to identify skills and service gaps, and design multi-dimensional interventions programs to address these gaps in a positive and sustainable way.
  • Facilitate a learning culture through the development of Departmental Trainers and education of Leaders on available resources and options to enhance knowledge and capability.
  • Ensure compliance to all relevant Health, Safety, and Environment management procedures and controls within a defined area of activity so that the hotel provides world-class and luxurious hospitality services to its guests and protects the shareholders' interests.
  • Manage the talent management process, including Talent Review, Goal setting, succession planning, and end-of-year review in an end-to-end manner for the property while liaising with the Accor Regional Office.
  • Contribute to the preparation of the Learning & Development/training budget and monitor the financial performance of a given area versus the budget so that areas of unsatisfactory performance are identified, rectified promptly, and potential performance improvement opportunities are capitalized upon.
  • Support Group Wide and Hotel L&D initiatives to develop key leaders, including HODs and Executive Committee, by driving autonomous learning and incorporating that into company-issued development initiatives.
  • Ensure coordination and facilitation of new hire orientation programs to generate a positive first impression for Heartists and emphasize the importance of guest service in company culture.
  • Develop an effective annual Training Plan that meets the needs of Heartists as outlined in Annual Reviews and PDP and which assists the hotel achieve its goals and objectives.
  • Liaise with Department Heads on a regular basis regarding specific training requirements within their Departments and regarding attendance at planned training courses and develop training actions as required.
  • Publish an annual and monthly calendar of training courses and ensure maximum attendance through clear communication to and liaison with Department Heads on a regular basis.
  • Provide an advice service to both managers and Heartists on training opportunities, career choices, qualifications, and other T&C issues.
  • Develop effective links with partnership organizations, such as Universities and Colleges, Training Providers, other Training Managers, etc.
  • Maintain accurate and up-to-date records of all training activities.
  • Ensure all requests for training by Heartists are responded to in a timely manner and follow-up is conducted where appropriate.
  • Monitor the effectiveness of pre- and post-course briefings to ensure maximum benefit from training courses and identify future training needs.
  • Monitor department training and on-the-job training (dept. induction, dept. trainers, dept. processes) and ensure consistency and quality of training.
  • Member of the Heartist Engagement Team supporting in building and collaborative initiatives that supports Heartist Engagement.

Job Qualifications:

  • Previous experience of leadership in the area of Quality, L&D, or similar.
  • Knowledge of luxury hotel standards.
  • Strong oral and written communication skills.
  • Ability to train and develop team members.
  • Ability to work effectively in a team environment and take initiative.
  • Excellent organizational skills.
  • Analytical skills.
  • Computer skills.

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