Director of Learning & Development / Training

Duties and Supporting Responsibilities

• Take the lead in communicating and engaging all employees in MOHG culture, its mission, guiding principles and LQEs, by planning and managing the hotel Learning & Developing function.
• Together with Director of HR manage the Performance Management process and cycle, and Succession Planning
• Support the Quality Assurance processes within the hotel as required (in collaboration with Quality Manager where applicable)
• Review the annual Performance Reviews to identify Learning & Development needs and build these into training plans and Personal Development Plans accordingly
• Communicate and maintain the following Mandarin Oriental Hotel Group’s Learning & Development Standards along with the support of the Executive Committee, Hotel Manager and General Manager

1. MOve In Orientation
2. Departmental Training
3. Off-Job/Classroom Training Programs
4. Supervisory/Management L&D
5. Managing L&D for the Hotel
6. L&D Administration and Resources

• Plan, implement and review Learning and Development for the hotel and individual departments and ensure that all L&D activities are geared towards achievement of hotel business goals
• Engage Executive Committee members and Department Heads in analysing Learning & Development needs for the hotel and preparing the Hotel Annual Learning & Development Plan to support the hotel business goals
• Collaborate with Director of HR on Hotel HR Strategic Plan. As required, advise the Executive Committee on strategic issues regarding learning and development activities as well as their personal learning and development objectives.
• Prepare a monthly Hotel Training Calendar and distribute it accordingly, ensuring all colleagues have access to it and are aware of the scheduled L&D activities
• Ensure colleagues’ training needs are met by arranging resources for training to be conducted throughout the hotel (i.e. providing a first class training environment emulating our guests meeting environment)
• Deliver MOHG L&D programmes across all levels of colleagues including Executive Committee members and Department Heads
• Design, deliver and arrange training programmes to address specific training needs
• Assist Executive Committee members and Department Heads with making and implementing training decisions in their areas
• Maximise learning by providing a creative, fun and exciting environment in delivering MOHG and locally designed L&D programmes
• Manage a team of Departmental Trainers, provide them with necessary development opportunities. Monitor departmental L&D activities by holding regular Departmental Trainers Meetings, observing departmental training and coaching Departmental Trainers as required. Promote consistency of Departmental Training by focusing on LQE, Eleven Pillars and the Mission Statement
• Keep hotel colleagues’ training records by maintaining a hotel training data base and managing internal and external training documentation within the property, to be able to report on status of training for each colleague within the hotel
• Maintain the Career and Development Education Centre’s training facilities inclusive of all such equipment and materials for staff training located in the hotel.
• Ensure effectiveness of L&D programmes by collecting colleague feedback, reviewing behavioural change as a result of training programmes attendance and monitoring guest feedback and LRA and MOQA results.
• Generate the Hotel Monthly L&D report and communicate it to the hotel management as well as to the corporate MOHG L&D team.
• Together with Director of HR, lead the annual L&D budget process, control training expenses and manage expenditure to meet the property’s needs while remaining within the budget guidelines
• Work with the third party training providers to coordinate external training requirements
• Support the Hotel and Corporate Management Trainee Programmes, liaising with respective departments in accordance with Company Policies and Procedures
• Manage and support identified colleagues on High Potential Programme (HIPP).
• Provide career development coaching, counselling and welfare support to colleagues when required
• Support the development needs of Executive Committee members either on an individual basis or as a team – through executive retreats or team building activities
• Support the hotel quality assurance programme by helping to facilitating appropriate meetings, analysing data from Guest Satisfaction Loyalty Surveys (LRA), mystery shops/inspections (MOQA, Forbes etc.), and ensuring follow up as required
• Attend Executive Committee meetings and/or morning operational meetings as required
• Participate in Corporate initiatives, such as the L&D train the Trainer workshop, LQE Workshops, pre-openings, and the Cultural Exchange Ambassador programme
• In conjunction with a global L&D team, contribute to regional and global projects and facilitate/co-facilitate MOHG programmes and activities regionally and globally.
• Support the development and piloting of new MOHG L&D programmes
• Support hotel openings as Cultural Exchange Ambassador and lead cross-exposure/MOve In for other L&D Managers within the region
• Assist the Hotel FLHSS&E Champion with the implementation of all legally required FLHSS&E related training programmes such as Basic Food Hygiene, First Aid and Skills National Certification; ensure proper attendance and recording
• Work closely with entire HR Team with regard to promoting an “employer of choice” philosophy. Assist in the maintenance of all hotel colleague related bulletin boards.
• Assist the Employee Relations/Benefits Manager in all colleague recognition programs to include reward and recognition program, teambuilding and colleagues’ events.
• Ensure security and confidentiality of all information throughout the hotel.

Requirement

• At least 5 years of experience in similar capacity in a luxury hotel
• Well versed with luxury service standards
• Ability to conduct training for Senior Leadership