[InterContinental Phu Quoc] - Learning and Development Manager

People

• Direct/Manage everyday activity, plan and assign work ensuring you always have the right staffing numbers
• Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues
• Train colleagues to make sure they deliver with compliance and to the standards we expect
• Drive a great working environment for teams to thrive - linking up departments to create sense of one team
• Promote teamwork and quality service through daily communication and coordination with other departments
• Recommend or initiate any HR elated actions where needed
• 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 Planas per required
• 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
• Train the Trainer
• 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
• Monitor the progress of the Training Business Plan for each department to ensure that the training objectives are being achieved

Financial

• Help create the department’s annual budget and the setting of departmental goals
• Monitor budget and control expenses with a focus on food, beverage, and labor costs….
• Ensure that Department Heads abide by their responsibilities of employee training against departmental SOPs
• Produce monthly training reports for your manager including:
• Internal / External Training Programs conducted:

           - Who attended
           - Number of people attended
           - Duration of training
           - Who trained
           - Cost of delivery (including labor costs)

           - Anticipated return on investment and/or training goal

Guest Experience

• Maintains all hotel training records
• 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 program 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
• Use IHG benchmarks to monitor success of training programs and amend your efforts accordingly. Eg: ESPS, GSTS, achievement of budget, etc
• Assist Department Trainers in preparing and conducting departmental training and assess accordingly
• Prepare and monitor training programs for:

           - Management Trainees
           - Work Experience
           - Hotel School Trainees, etc

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

Responsible Business

• Liaise with other IHG Training Managers to share experiences and resources
• Liaise with educational institutions conducting hospitality and training courses
• Maintain current information and records of suppliers of training resources and materials
• Delivers briefings of all internal programs to executive management and department heads
• Contributes towards regional activities as directed by Regional Director of Human Resources
• Provides input for probation and formal performance appraisal discussions to Line Managers in line with company guidelines
• Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
• Regularly communicates with staff and maintains good relations
• Works with Superior in the preparation and management of the Department’s budget
• Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.
• Other ad-hoc duties – unexpected moments when we have to pull together to get a task done
• May also serve as manager on duty (MOD) on request.
• May assist with other duties as assigned by management

QCI

• Fully/ Partially lead quality and continuous improvement segment in daily operations meetings, monthly meetings, and/or department meetings.
• Provide hands-on support in date collection and audits to ensure team members are on the right track and for the Learning & Development Manager and HODs/Departments on training need analysis.
• Work with relevant departments to provide training on Continuous Improvement tools and identify and additional product/service training needs to improve guest satisfaction.
• Coordinate any necessary training for implementation of processes with relevant Departments.
• Drive a great working environment for team to thrive – linking up departments to create a sense of one-team
• Promote teamwork and quality service through daily communication and coordination within the team and other departments
• Recommend or initiate and Learning & Development / Human Resources – related actions where needed.