Learning & Quality Manager | voco Amritsar

• Assist in the creation of and work within the established L&D/Training department budget and control expenses.
• Monitor industrial trainees/interns/vocational trainees to manage costs and ensure statutory/IHG Academy compliances.
• Monitor the progress of the Training Business Plan for each department to ensure that the training objectives are being achieved
• Effective utilisation of Industrial Trainees to control PTEB
• Create training programmes to foster a positive work environment for all employees. Support and administer an annual team member satisfaction survey.
• Educate and train managers on IHG On boarding programs/ Winning Culture in accordance with hotel or company policies including, performance management process, and related programmes to foster productivity, and enhance performance.
• 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

• IHG Frontline
• 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

• 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 programmes 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

• Liaise with other IHG Training Managers to share experiences and resources

• Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance

• Regularly communicates with staff and maintains good relations

• Contributes towards regional activities as directed by Regional Director of Human Resources / General Manager

Guest experience:

• Regular monitoring and evaluation of Guest Love scores

• Develop creative ways to inspire and motivate team members to provide guests with a unique experience.

• Make time to interact with guests to solicit feedback and build relationships to understand how team members can increase guest satisfaction.

• Work with department managers to develop initiatives to reach service standards and drive continuous improvement in the guest experience

• Use IHG benchmarks to monitor success of training programs and amend your efforts accordingly. Eg: Guest HeartBeat scores, achievement of budget, etc

• Ensure that Department Heads abide by their responsibilities of employee training against departmental SOPs

• Provides input for probation and formal performance appraisal discussions to Line Managers in line with company guidelines

• Conducts/Drive Service Standard Audits and share feedback with department heads

• Develop awareness and reputation of the hotel and the brand in the local community and promote team member involvement in local community.

• Obtain a network of specialist training professionals who can assist with the conduct of training programmes for advanced or specialist training.

• Liaise with educational institutions conducting hospitality and training courses

• Ensure the e- learning trainings are carried out on timely basis.

• Support drive IHG Corporate Responsibility initiatives at the hotel

• Perform other duties as assigned. May also serve as manager on duty

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