Training and Development Manager (Sultan Gardens)

1-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 Director Human Resources/ Assistant Human Resources Manager for review

2-Familiarize yourself with Sultan Gardens HR and Training Standards, localizing where necessary

3-Ensure effective training programs are in place for the following:

• New Employee Orientation
• Train the Trainer
• Customer Service Training
• Technical job specific training (through certification of departmental standards and procedures)
• Supervisory Skills Training
• Management Development
• Fire, Life and Safety Training
• Selling Skills  
• Employee retraining

4-  Monitor the progress of the Training Business Plan for each department tot ensure that the training objectives are being achieved

5- Maintains all hotel training records

6- Establish a training library of books, videos, journals and audio-visual materials to assist trainers in their training programs and for staff personal development

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

8- Attend departmental training session and critique performance

9- Assist Department Trainers in preparing and conducting departmental training and assess accordingly

10-Prepare and monitor training programs for:

• Management Trainees
• Work Experience
• Hotel School Trainees, etc.

11-Obtain a network of specialist training professionals who can assist with the conduct of training programs for advanced or specialist training

12-Ensure that Department Heads abide by their responsibilities of employee training

13-Produce monthly training reports for your Manager including:

• Internal Training Programs conducted:
• Who attended
• Number of people attended
• Duration of training
• Who trained
• Cost of delivery (including labor costs)
• Anticipated return on investment and/or training goal

14- Maintain current information and records of suppliers of training resources and materials

15- Delivers briefings of all internal programs to executive management and department heads

16- Provides input for probation and formal performance appraisal discussions to Line Managers in line with hotel guidelines

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

18- Contribute with Assistant Human Resources Manager to update the  job description and standard operation procedure SOP for all positions and create any new job description and SOP for any new position in our manning guide

19- Performs related duties and special projects as assigned

Customer Service

1. Demonstrate service attributes in accordance with industry expectations and hotel standards including:
1. Being attentive to Guests
2. Accurately and promptly fulfilling Guests requests
3. Anticipate Guests needs
4. Maintain a high level of knowledge which affects the Guest experience
5. Demonstrating a ‘service’ attitude

f.       Taking appropriate action to resolve guest complaints

2.      Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers

1. Review and update existing standards to ensure competitiveness

Financial Responsibilities

1. Prepare, manage and achieve the department’s budget. Duties include:

• Prepare and manage a cost effective budget with measurable targets for department within the financial parameters set down by the hotel budget
• Effectively monitor and analyses variations from the budget
• Develop systems that measure the cost effectiveness of the department
• Develop procedures that track, report on, and control the running costs of the department

Business Planning

1-Contribute to the overall strategic plan of the business and help compile the annual hotel business plan

2- Keep abreast of trends in your area and implement best practice initiatives

3-Develop a competitive business plan for your operational area and communicate this to your operational colleagues and staff

People Management

1. Work within the hotel Human Resource Management System to ensure the departmental performance of staff is productive. Duties include:

• Plan for future staffing needs
• Recruit in line with hotel guidelines
• Prepare detailed orientation programs for new staff
• Maintain a comprehensive, current and guest focused set of departmental standards and procedures and oversee their implementation
• Ensure training needs analysis of your departmental staff is carried out and training programs are designed and implemented to meet needs
• Deliver training
• Actively work at developing your direct reports and identify high potentials 
• Maintain training records for all direct reports and ensure they do the same for their staff
• Conduct probation and formal performance appraisal in line with hotel guidelines
• Coach, counsel and discipline staff, providing constructive feedback to enhance performance
• Approve leave requests after considering peaks and troughs in the business 
• Regularly communicate with staff to maintain positive relationships

Health, Safety and Security:-

1. Familiarize yourself with Hotel Health and Safety Policies and ensure you promote and comply with them
2. Rectify hazardous situations, reporting major areas of concern and cost to superiors  
3. Familiarize yourself with property safety, first aid and fire and emergency procedures and actively enforce these
4. Ensure security incidents are reviewed and corrective measures implemented to prevent recurring incidents

Green Hotel:

1. Familiarize yourself with regulation and procedures of environmental system at Sultan Gardens.