General Responsibilities
Assisting in implementation of departmental BRISOPs
Assisting in facilitation of all managerial & operational training programs and other new initiatives
Responsible for managing the hotel's training function, including developing a qualified departmental learning coordinator (DLC) for each department.
Analyze training needs of the hotel in individual departments, and develop strategies that address needs and presenting the same for the management's review.
Create and monitor personalized training programs
Coordinate with Catering Colleges and organize campus interviews and drive the recruitment program for industrial and job trainees at the resort.
Specific Responsibilities
Be the custodian for maintaining Guest Satisfaction Index data and ensure departments get the target GSI
Aligns the Training Goals with the Resort Goals and ensures that the resort gets 95% in offline and online guest feedback etc.
Ensure effective training programs are in place for the following:
- New Employee Orientation, Guide & Onboarding socialization
- Talent Development Programme
- Department Learning Coordinator
- Customer Service Training
- Shop floor readiness training & certification (through certification of departmental BRISOP)
- Retraining and reinduction for existing associates
- Mandatory legal trainings like FoSTaC, Fire Life Safety, PoSH etc.
Monitor the progress of the monthly training calendar for each department to ensure that the training objectives are being achieved as per the company's vision.
Ensure implementation and monitoring of Fifteen Minute Trainings.
Attend departmental training sessions and critique performance.
Assist Departmental Trainers in preparing and conducting departmental training and assess accordingly.
Ensure that Department Heads abide by their responsibilities of employee training in lines with respective departmental BRISOPs.
Conduct regular service excellence training and internal audits
(FAQ's Audit, HOTEL Facts Audit, Grooming Audit, Telephonic Etiquettes Audit, Check-in & Check-out Audit, F&B Outlets Dining Audit, Facilities Audit (Housekeeping/Maintenance For Rooms), GSC Audit, SPA Audit, etc.) to ensure compliance with the BRISOP. Shares the feedback with the General Manager, Resident Manager and the Excoms for corrective action.
Produce monthly training updates the General Manager and the Corporate Office
Coach, counsel and discipline staff, providing constructive feedback enhance performance.
Ensures that all staff abides by the hotel dress codes, grooming standards and hotel code of conduct.
Prepares and submits the annual Training Budget and manage the departmental expenses.
Liaise with the Human Resource team for completing the cycle of recruitment, induction, training & development, rewards & recognition and other similar activities.
Monitor and evaluate the training programs effectiveness, success and ROI periodically and report on them.
