Director of Quality and Training

Analyze training needs of the hotel in general and individual departments, and develop strategies which 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:

o New Employee Orientation

o Train the Trainer

o Customer Service Training

o Technical job specific training (through certification of departmental standards and procedures)

o Supervisory Skills Training

o Management Development

o Fire, Life and Safety Training

o Selling Skills

o Employee retraining

• Monitor the progress of the Training Business Plan for each department tot 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 staff personal development

• Design, produce and implement training programmes which meet specific departmental needs in conjunction with Department Heads, ensuring that training session plans are structured and that training is effective

• Attend departmental training session and critique performance

• Use IHG benchmarks to monitor success of training programs and amend your efforts accordingly. Eg: ESPS, GSTS, achievement of budget, etc

• Assist Department Trainers in preparing and conducting departmental training and assess accordingly

• Prepare and monitor training programs for:

o Management Trainees

o Work Experience

o Hotel School Trainees, etc

• Obtain a network of specialist training professionals who can assist with the conduct of training programmes for advanced or specialist training

• Ensure that Department Heads abide by their responsibilities of employee training against departmental SOPs

• Produce monthly training reports for your Manager and the General Manager including:

o Internal Training Programs conducted:

o Who attended

o Number of people attended

o Duration of training

o Who trained

o Cost of delivery (including labor costs)

o Anticipated return on investment and/or training goal

o External training programs attended:

o Who attended

o Number of people attended

o Duration of training

o Who trained

o Cost of delivery (including labor costs)

o Anticipated return on investment and/or training goal

• Liaise with other Training Managers to share experiences and resources

• Liaise with educational institutions conducting hospitality and training courses

• Maintain current information and records of suppliers of training resources and materials

• Delivers briefings of all internal programmes to executive management and department heads

• Contributes towards regional activities as directed by Regional Director of Human Resources / General Manager

• Provides input for probation and formal performance appraisal discussions to Line Managers in line with company guidelines

• Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance

• Regularly communicates with staff and maintains good relations

• Works with Director of Finance in the preparation and management of the Department’s budget

• Be responsible in keeping our property safe and secure, to participate in any hotel activity related to Fire Life safety.

• Perform any other duties which may be assigned by the management from time to time.

• Lead the Quality and Continuous Improvement process and culture within the hotel..

• Retrieve, analyse and disseminate information from such business tools as IHG’s Guest Satisfaction Tracking System (GSTS), Employee Satisfaction Pulse Survey (ESPS), financial data and other sources of information.

• Identify root causes of problem areas in conjunction with the relevant teams and then work on solutions and develop subsequent new or revised processes ensure that the problems are eliminated.

• Coordinate QES execution including following up on action plans.

• Be the key driver of all Quality meetings and initiate action by the hotels to ensure deadlines are met and overall results achieved.

• Guide and advise teams on processing of all relevant data for measurement of each project and the subsequent follow up required depending on each project.

• At the close of the process ensure that all Quality projects initiated in the hotel continue and are regularly monitored.

• Follow up on focus groups during process development with the areas concerned and also with areas that have completed Quality & Continuous Improvement implementation to constantly monitor effectiveness and compliance.

• Prepare monthly reports to the Resident Manager or his designate, reporting on the status of each project and achievements made, together with areas of concern.

• Coordinate any necessary training for the implementation of processes with the Area Director of Talent Development and the relevant Department Head.

• Together with the Director, Quality and Continuous Improvement to coordinate Quality Workshops.

• Identify future Quality and Continuous Improvement projects within hotels.

• Communicate with the IHG Asia Pacific Quality team regarding process breakthroughs and ensuring transference of best practice to other hotels.

• Conduct briefings on Quality and Continuous Improvement and results achieved to ensure that all employees are aware of IHG’s TQM philosophy and can participate effectively.

• Develop a 360 way of working within the hotels and encourage that interaction with other IHG hotels.

• Carry out any other tasks/duties as requested by the Resident Manager /Regional General Manager / or designate.

- Accommodation, uniform, meal and transportation are provided

- Health and accidient Insurance

- Relocation ticket, Rest and Relaxation Allowance

- Home leave ticket

- Service charge

Required Skills

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.

• Corporate certification in training programs may be required such as 360 Feedback Certification, GTC Registered Assessor, and Certified Assessment Center Assessor designations, etc.

• Proficient in the use of Microsoft Office

• Problem solving, analytical, reasoning, motivating, organizational and training abilities.

• Good writing skills

Qualifications

• Bachelor’s degree in Human Resources or Training.

Experience

• 4 years of relevant experience or similar supervisory role, or an equivalent combination of education and work-related experience.

English CV

Email apply: Tin đã hết hạn

Phone: 02973 97 8888/ 0919 290 709 (Human Resources)