Learning & Development Manager- Hospitality
The First Group
- Dubai
- Permanent
- Full-time
- Facilitate monthly L&D meetings with the Executive Committee and Heads of Departments to assess the training needs.
- Develop and implement comprehensive training programs tailored to all team players, including front-line staff, supervisors, and managers.
- Work closely with management to identify training gaps and create materials that align with organizational objectives and industry benchmarks.
- Conduct engaging training sessions, workshops, and seminars, utilizing both in-person and virtual formats, to equip attendees with essential skills and knowledge.
- Oversee and optimize the utilization of the Lobster Ink Platform, ensuring maximum effectiveness of training resources.
- Generate insightful reports on Training & Quality Initiatives, offering valuable insights into business performance.
- Actively participate in action planning based on guest feedback and mystery guest audits to continuously enhance service quality.
- Support the Management team in the development of Standard Operating Procedures to streamline operations and uphold service standards.
- Ensure adequate number of departmental trainers in each operation to meet organizational training needs.
- Head monthly meetings with departmental trainers to enhance their skills and ensure alignment of training plans with current priorities.
- Set and uphold stringent quality standards for all facets of service delivery.
- Conduct routine audits and inspections to evaluate adherence to quality standards and pinpoint opportunities for enhancement.
- Create and execute corrective action plans as necessary to rectify deficiencies and foster ongoing improvements.
- Provide coaching, mentoring, and feedback to managers to support their professional development and improve performance.
- Foster a culture of continuous learning and excellence within the organization by promoting employee engagement and empowerment.
- Develop and implement strategies to enhance employee engagement within the hotels.
- Collaborate with management to launch DEIB (Diversity, Equity, Inclusion, and Belonging) initiatives.
- Lead performance measurement cycle along with HODs and HR Business Partners to ensure all team players are having regular performance evaluations across the business.
- Implement performance metrics and key performance indicators (KPIs) to measure the effectiveness of training programs and quality assurance initiatives.
- Analyse data and generate reports to track performance trends, identify areas of strength and weakness, and make recommendations for improvement.
- Stay up to date with industry regulations, best practices, and emerging trends related to training and quality management in the hospitality sector.
- Ensure compliance with all relevant health, safety, and sanitation standards, as well as company policies and procedures.
- Bachelor’s degree in hospitality management, Business Administration, or a related field.
- Proven experience in training and quality management within the hospitality industry, with at least 2 years in a leadership role.
- Proven expertise in LMS Systems.
- Strong understanding of hospitality operations, service standards, and customer expectations.
- Excellent communication, presentation, and interpersonal skills.
- Ability to develop and deliver engaging training programs that cater to diverse learning styles.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Detail-oriented with a focus on delivering high-quality results.