Director of Learning & Development

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JOB SUMMARY:

Reporting to the Director of Talent & Culture, the Director of Learning & Development will be responsible to identify the training needs and develops cost effective training initiatives to achieve the hotel's goals. He/She will also monitor, in coordination with Departmental Heads, the correct application of policies, standards and procedures.

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 Trainer 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 maximise Heartist development.
• Direct the design and implementation of L&D plan 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 system (TrustYou, LQA) to identify skills and service gaps, and design multi-dimensional interventions programs to address these gaps in positive 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 protect the shareholders’ interests.
• Manage the talent management process including Talent Review, Goal setting, succession planning, and end of the 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 HOD’s and Executive Committee by driving autonomous learning and incorporating that into company issued development initiatives.
• Ensure coordination and facilitation of new hire orientation program to generate a positive first impression for Heartists and emphasize the importance of guest service in company culture.
• Develop an effective annual Training Plan which 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 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 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