Responsible for managing the hotel’s learning and development function, including developing a complement of qualified departmental trainers and establishing a hotel system for generating training data and evaluating results. The Learning & Development Manager position impacts the skills, knowledge, and attitudes of every hotel employee and ensures the availability and use of effective resources.

Financial Returns

• Analyse training needs of the hotel in general and in individual departments, developing strategies and including them in the Annual Training Plan
• Works with Superior in the preparation and management of the Department’s budget
• Use IHG benchmarks to monitor the success of training programs and amend your efforts accordingly

People

• Analyze training needs of the hotel in general and individual departments, and develop strategies that address needs, presenting in the form of a Training Business Plan for General Manager and Executive Committee for review
• Ensure effective training programs are in place including but not limited to New Employee Orientation; Train the Trainer; Customer Service Training; Technical job specific training (through certification of departmental standards and procedures)
• Design, produce and implement training programs that meet specific departmental needs in conjunction with Department Heads, ensuring that training session plans are structured and that training is effective
• Attend departmental training sessions and assess the performance
• Assist Department Trainers in preparing and conducting departmental training and assessing performance
• Prepare and monitor training programs
• Obtain a network of specialist training professionals who can assist with the conduct of training programs for advanced or specialist training
• Ensure that Department Heads abide by their responsibilities of employee training against departmental SOPs
• Produce monthly training reports
• Anticipated return on investment and/or training goal
• Liaise with other IHG Training Managers to share experiences and resources
• Liaise with educational institutions conducting hospitality and training courses
• Delivers briefings of all internal programs to executive management and department heads
• Contributes towards regional activities as directed by the Director of People & Culture/General Manager
• Provides input for probation and formal performance appraisal discussions to Line Managers in line with company guidelines
• Regularly communicates with employees and maintains good relations

Guest Experience

• Analyse company statistics from Guest & Employee surveys, business financial results, etc to measure the success of training programs
• Coaches, counsels, and disciplines employees providing constructive feedback to enhance performance

Responsible Business

• Familiarize yourself with the IHG HR and Training Standards, localizing where necessary
• Monitor the progress of the Training Business Plan for each department to ensure that the training objectives are being achieved
• Maintains all hotel training records
• Establish a training library of books, videos, journals, and audio-visual materials to assist trainers in their training programs and for employees’ personal development
• Maintain current information and records of suppliers of training resources and materials
• Perform other duties as assigned, including day-to-day workflow in the HR Department, ad-hoc HR projects, and all HR initiatives.