Learning & Quality Manager | voco® Jim Corbett

Financial returns:

• 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

People:

• 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