Learning and Development Manager at Accor Hotel

Job Description

• The Learning & Development Manager will take responsibility for the co-ordination and execution of operational training for the hotel. The Manager will work closely with operational leaders to develop and lead on-the- job training in line with Fairmont’s standard of operation in order to take the guest experience and colleague engagement to the next level.

General Duties and Responsibilities:

• Responsible for the coordination and execution of operational training for the hotel.
• Oversees Hotel Training committee and Departmental Trainers.
• Provide ongoing coaching, feedback and guidance to Departmental Trainers and Leaders to ensure consistent and on-the- job training is taking place.
• Provide support, development and mentorship of Departmental Trainers.
• Manage the implementation, upkeep and execution of the training checklists and follow up ensuring consistently high standards across all departments.
• Be active in monitoring the operations, guest and external audit feedback and ensure operational presence to observe, identify training needs, validate training and program implementation effectiveness.
• Work closely with the leadership team to audit standards, develop action plans to address issues and concerns identified from audits and guest feedback channels.
• Facilitate new hire on-boarding, Train the Trainer and other corporate programs.
• Personally welcome all new hires and ensure that all new hire departmental orientations are effectively completed.
• Actively monitor onboarding experience, facilitate ongoing check-in with new hires, providing feedback to trainers and leaders for more effective communication and retention.
• Creatively promote and communicate service standards to keep the standards alive and ensure impactful delivery.
• Create, communicate and maintain a monthly Training calendar.
• Be a role model within the hotel and demonstrate professional leadership skills that are fully aligned and in support of our culture.
• Manage Talent & Culture projects together with the Director of Talent and Culture  as required.
• Conducts training needs analysis on a six monthly basis to ensure all our constituents training and development needs are met, in conjunction with the training committee.
• Ensures each new Heartist attends the mandatory induction program.
• Maintains up to date Individual Training Plans for each position in the hotel.
• Presents the Learning and Development Plan quarterly to the Leadership team.
• Coaches colleagues at all levels regarding training and educational opportunities.
• Responsible for Hotel Educational Assistance Policy administration, communication and produces usage reports accordingly.
• Participates and assists in the facilitation of other programs and committees as directed by the Director of Talent and Culture.
• Plays an active role on the Employee Equity Committee and assists in the collation of data and input into the yearly reporting in consultation with the EE committee.
• Creates and implements new Talent & Culture programs as needed.
• Assists with the co-ordination and implementation of Employee Engagement Survey action planning across all departments in regards to developmental requirements.
• Supports the Talent & Culture Coordinator/Administrator with coordinating the monthly Coffee Date Program with the General Manager.

Health and Safety:

• Ensure a strong health and safety culture, directing and overseeing workplace safety programs to regulation compliance, employee awareness and an accident-free workplace guided by South African Labour Law.
• A member of the Hotel’s Sustainability Program.

Talent Acquisition and Talent Management:

• Develops employees to maximize their potential and prepares them for future promotional opportunities.
• Ensures a robust career succession plan is in place across all Departments.
• Maintains relationships with hotel school partnerships and oversees the placement of hotel school internships and other youth development internship partnerships.
• Attend career fairs representing the hotel and brand when required.

Training and Development:

• Direct, coordinate and implement hotel and employee training programs to promote exceptional guest service experiences.
• Utilize motivational techniques to develop and implement service skills and standards.
• Assist leaders in addressing departmental training needs and to develop departmental training plans.
• Together with Leaders and the Director of Talent and Culture, identify employees for development and thereafter recommends and develops individual development plans.
• Ensure that the required training programs are conducted and keep accurate records regarding attendance.
• Improve the standards of service and leadership skills by the effective use of training as a strategy.
• Prepares Hotel’s Mandatory Grant Applications i.e. Work Skills Plan and Annual Training Report for Cathsseta.
• Actively applies for Mandatory Grants from Cathsseta to facilitate Learnership Programs and/or Skills Programmes at the Hotel.

Administration:

• Participates in the development of the Training budget as required.
• Manages budget in alignment with the Talent and Culture and property financial goals.
• Supports the Director of Talent and Culture in the day-to-day administration of the Talent & Culture Office, focusing on maximizing the capabilities of the team.
• Assists in the facilitation of the Broad Based Black Economic Employment (BBBEE) Verification Audit on behalf of the Hotel.
• Compile monthly data reporting and submission required.

Qualifications

 Experience and skills must include:

• Qualification in Hospitality related studies preferred.
• Minimum 3 years of operational hospitality experience.
• Leadership experience.
• Excellent communication, facilitation and interpersonal skills.
• Proficiency in Microsoft Office applications and computer literacy.
• Proven ability to influence, drive initiatives, and work independently whilst collaborating within a team
• Exceptionally organised, proactive, and innovative with experience in creating and executing full-cycle processes.
• Strong drive and energy with ability to thrive on challenges.