Quality & Training Manager

The Quality & Training Manager position impacts on the skills, knowledge and attitudes of every hotel employees and ensures the availability and use of effective resources.

KEY RESPONSIBILITIES

• Analyse training needs of the hotel in general and individual departments and prepare an annual training  plan for the General Manager and Executive Committee for review.
• Familiarize with the IHG Training and HR standards.
• Ensure effective training programmes 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 Refresher Training
• E Learning follow up 

• Monitor the progress of the Training Business Plan for each department to ensure that the training objective are being achieved.
• Maintain 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 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 give feedback on performance.
• Use IHG benchmarks to monitor success of training programmes and amend efforts accordingly eg ESS ( Engagement Index), GSTS (GSS Index), I-Tool Kit, achievements of budget, etc
• Assist Department Trainers in preparing and conducting departmental training and assess accordingly.
• Prepare and monitor training programmes for:
  • Management Trainees
  • Work Experience
  • Hotel School Trainees, etc
  • Obtain a network of specialist training professionals who can assist with the conduct of training programmes for advances or specialist training.
  • Ensure products and resources are assigned to the appropriate department and billed accordingly.
  • Ensure that Department Heads abide by their responsibilities of employee training against department SOPs
  • Produce monthly training reports for Area Training Manager / General Manager including:
    • Internal Training Programmes conducted:
      • Who attended
      • Number of people attended
      • Duration of training
      • Who trained
      • Cost of delivery (including labour costs)
      • Anticipated return on investment and/or training goal

• External training programmes attended:
  • Who attended
  • Number of people attended
  • Duration of training
  • Who trained
  • Cost of delivery (including labour costs)
  • Anticipated return on investment and/or training goal
• Liaise with other IHG Training Managers to share experience 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 o executive management and department heads.
• Contributes toward regional activities as directed by Area Training Manager / General Manager
• Provide input for probation and formal performance appraisal discussions to Line Managers in line with company guidelines.
• Coach, counsel and discipline staff, providing constructive feedback to enhance performance.
• Regularly communicate with staff and maintain good relations
• Implement the action plan
• Monitor Talent Management process.
• Ensure identified HIPO are developed as per their personal development plan and as per Area Development Process standards.
• Perform any duties and tasks entrusted to you by InterContinental Mauritius within the framework of your band category, according to your skills and competencies.