POSITION SUMMARY:
The Rooms Division Training Officer assists with identifying and addressing colleague and organizational development needs of Hotel Operations. The position assists the Rooms Division Training Manager in ensuring effective training is in place to enable the achievement of desired business results. Training programs focus on a variety of topics, such: product knowledge, company philosophy, customer service and leadership skills. The trainer will assist in conducting needs assessments, designing and developing training programs and facilitating delivery of both custom and corporate training programs.
PRIMARY RESPONSIBILITIES:
1. Closely works with the Training Manager to achieve the effective training programs.
2. Displays leadership in guest hospitality, exemplifies customer service and creates a positive atmosphere for all service team members.
3. Drives brand values and philosophy in all training and developmental activities.
4. Acts as an internal “PR Agent” for Hotel Operations, creating, motivating, timely and effective communications that engage associates and recognize their accomplishments.
5. Assists Rooms division Training Manager in identifying performance gaps and partners with leaders to develop and implement appropriate training to improve performance.
6. Ensures adult learning principles are incorporated into Training programs.
7. Assists in making necessary adjustments to training methodology and / or retains as appropriate.
8. Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
9. Measures transfer of learning from training courses to the operation.
10. Works with Rooms division Training Manager in reviewing guest satisfaction results and other data to identify areas of improvement.
11. Assists Rooms division Training Manager in developing specific training to improve service performance of all Full-Time and Outsourced Employees under Hotel Operations.
12. Aligns current training and development programs to effectively impact key business indicators.
13. Promotes and informs employees about all training programs.
14. Conducts onboarding training (with particular focus on Housekeeping), continuing
skills, service and systems training, monthly training presentations and compliance training.
15. Implements and manages training programs for the different sections within Hotel Operations to ensure competence and performance objectives are met.
16. Monitors the training and development needs of Hotel Operations' Colleagues and develop and organize appropriate training to ensure competency standards are maintained.
17. Improves and develops departmental procedures to continually increase the efficiency, productivity and service to guests.
18. Meets regularly with participants to assess progress and address concerns related to Training.
19. Monitors enrolment and attendance at training classes.
20. Maintains current product knowledge of events and facilities of the Property to ensure guests receive accurate, timely information and advice.
21. Maintains high level of overall guest satisfaction in all areas and achieve high quality guest service standards in accordance to established service standards.
22. Conducts meeting to highlight areas of improvement in the service aspects and obtain feedback.
23. Liaise with other key departments across the hotel and delegate tasks as required to ensure the entire front line meets operational requirements. Identify areas to improve communication and the smooth flow of information between departments.
24. Assists Training Manager in utilizing and developing communication tools and channels for the dissemination of information and workflow amongst all sections within Rooms Division.
25. Provides proper training and guidelines and conduct periodic checks on the service quality rendered by team members.
26. Assists Rooms division Training Manager to produce and provide pertinent front operations reports, statistics and analysis.
27. Adheres to all company policies and procedures.
28. Through leadership and supervision, encourage behaviors that promote health, fire, life, and safety responsibility, accountability and awareness.
29. Ensures that safety / chemical training is done as needed.
30. Through consultation and involvement of colleagues, promote an environment where workplace hazards are minimized and the health and safety of colleagues are valued.
31. Reports accidents, injuries, unsafe work conditions and/or security issues to the Management.
32. Participates in the Company’s Corporate Social Responsibility Program.
33. Performs other reasonable job duties as assigned by the Management from time to time.
34. Has fully understand, maintain and / or improve and proactively seek out the Forbes Five-Star rating of the property.
35. Adheres to all Forbes standards and all company guidelines, standard operating procedures, and trainings.
QUALIFICATIONS:
Experience
1. Minimum 1 year of experience in a leadership training role, preferably with a luxury 5-star hotel.
2. 1 year in Human Resources is beneficial.
Education
1. 4-year degree holder in hospitality field or equivalent professional training
2. Certified trainer skills is an advantage
Skills / Competencies
1. Understanding of Hotel Property Management System (preferably Opera)
2. Proficient in software packages including Word, Excel, Outlook, PowerPoint
3. Broad understanding of the Rooms Division operations, systems, and procedures
4. Strong platform skills, with good command in both written and spoken English
5. Has complete knowledge of the operational systems at Rooms Division (Front Desk, Concierge, Butler Services, Health Club, Pool, Spa, Housekeeping, Transportation, etc.).
Other Attributes
1. Consistently well-groomed
2. Able to work on flexible shifts including overnight weekends and holidays on rotation basis or on overtime, when needed
3. Organized, goal or target oriented, clear thinker and analytical
4. Ability to work without direct supervision and provide immediate follow-up
5. Extrovert, proactive, responsible, alert and agile, pleasant personality, efficient and tactful
6. Energetic and positive