People
• Direct/Manage everyday activity, plan and assign work ensuring you always have the right staffing numbers
• Promote teamwork and quality service through daily communication and coordination with other departments
• Analyze training needs of the hotel in general and individual departments, and develop strategies which
• Drive a great working environment for teams to thrive- linking up departments to create sense of one team
• Train colleagues to make sure they deliver with compliance and to the standards we expect
• Develop your team and improve their performance through coaching and feedback, and create performance and development goals for colleagues
• Recommend or initiate any HR elated actions where needed
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:
• Employee retraining
• New Employee Orientation
• Customer Service Training
• Supervisory Skills Training
• Technical job specific training (through certification of departmental standards and procedures)
• Fire, Life and Safety Training
• Train the Trainer
• Monitor the progress of the Training Business Plan for each department to ensure that the training objectives are being achieved
• Management Development
• Selling Skills
Financial
• Ensure that Department Heads abide by their responsibilities of employee training against departmental SOPs
• 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 labour costs….
• Produce monthly training reports for your Manager and the General Manager including:
• Internal Training Programs conducted:
- Number of people attended
- Anticipated return on investment and/or training goal
- Cost of delivery (including labor costs)
- Who attended
- Duration of training
- Who trained
• External training programs attended:
- Anticipated return on investment and/or training goal
- Cost of delivery (including labor costs)
- Number of people attended
- Duration of training
- Who attended
- Who trained
Guest Experience
• Use IHG benchmarks to monitor success of training programs and amend your efforts accordingly. Eg: ESPS, GSTS, achievement of budget, etc
• Establish a training library of books, videos, journals and audio- visual materials to assist trainers in their training programs and for staff personal development
• Assist Department Trainers in preparing and conducting departmental training and assess accordingly
• 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
• Maintains all hotel training records
• Attend departmental training session and critique performance
• Prepare and monitor training programs for:
- Management Trainees
- Hotel School Trainees, etc
- Work Experience
Obtain a network of specialist training professionals who can assist with the conduct of training programmes for advanced or specialist training
Responsible Business
• Maintain current information and records of suppliers of training resources and materials
• May also serve as manager on duty (MOD) on request.
• Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.
• Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
• Regularly communicates with staff and maintains good relations
• May assist with other duties as assigned by management
• Works with Superior in the preparation and management of the Department’s budget
• Contributes towards regional activities as directed by Regional Director of Human Resources / General Manager
• Liaise with educational institutions conducting hospitality and training courses
• Delivers briefings of all internal programmes to executive management and department heads
• Liaise with other IHG Training Managers to share experiences and resources
• Other ad- hoc duties – unexpected moments when we have to pull together to get a task done
• Provides input for probation and formal performance appraisal discussions to Line Managers in line with company guidelines
