The Learning & Development Manager will take responsibility for the co-ordination and execution of operational training for the hotel. The Manager will work closely with operational leaders to develop and lead on the job training in line with Fairmont's standard of operation in order to take the guest and colleague engagement to the next level.
General Duties and Responsibilities:
Responsible for the coordination and execution of operational training for the hotel.
Oversees Hotel Department Trainers.
Provides ongoing coaching, feedback and guidance to Departmental Trainers and Leaders to ensure consistent and on the job, training is taking place.
Provides support, development and mentorship of Departmental Trainers.
Manage the implementation, upkeep and execution of the training checklists and follow up ensuring consistently high standards across all departments.
Be active in monitoring the operations, guest and external audit feedback and ensure operational presence to observe,identify training needs,validate training and program implementation effectiveness.
Work closely with the leadership team to audit standards, develop action plans to address issues and concerns identified from audits and guest feedback channels.
Facilitate new hire on-boarding, Train the Trainer and other corporate programs.
Personally welcome all new hires and ensure that all new hire departmental orientations are effectively completed.
Actively monitor onboarding experience, facilitate ongoing check-in with new hires, providing feedback to trainers and leaders for more effective communication and retention.
Creatively promote and communicate service standards to keep the standards alive and ensure impactful delivery.
Create, communicate and maintain a monthly training calendar.
Be a role model within the hotel and demonstrate professional leadership skills that are fully aligned and in support of our culture.
Manage Talent & Culture projects together with the Director of Talent and Culture as required.
Conducts training needs analysis on a six-monthly basis to ensure all our constituents training and development needs are met, in conjunction with the training committee.
Ensures each new Heartist attends the mandatory induction program.
Maintains up to date Individual Training Plans for each position in the hotel.
Presents the Learning and Development Plan quarterly to the Leadership team.
Coach's colleagues at all levels regarding training and educational opportunities.
Participates and assists in the facilitation of other programs and committees as directed by the Director of People and Culture.
Plays an active role on the Employee Equity Committee and assists in the collation of data and input into the yearly reporting in consultation with the EE committee.
Creates and implements new People & Culture programs as needed.
Assists with the co-ordination and implementation of Employee Engagement Survey action planning across all departments in regard to developmental requirements.
Health and Safety:
Ensure a strong health and safety culture, directing and overseeing workplace safety programs to regulation compliance, employee awareness and an accident-free workplace guided by South African Labour Law.
A member of the Hotel's Sustainability Program.
Talent Acquisition and Talent Management:
Together with Leaders identify employees for development, makes recommendations and monitor's progress.
Develops employees to maximize their potential and prepares them for future promotional opportunities.
Ensures a robust career succession plan is in place across all Departments.
Maintains relationships with hotel school partnerships and oversees the placement of hotel school internships and other youth development internship partnerships.
Training and Development:
Direct coordinate and implement hotel and employee training programs to promote exceptional guest service experiences.
Utilize motivational techniques to develop and implement service skills and standards.
Assist leaders in addressing departmental training needs and to develop departmental training plans.
Together with Leaders and the Director of People & Culture identifies employees for development and thereafter recommends and develops individual development plans.
Ensure that the required training programs are conducted and keeping accurate records regarding attendance.
Improving the standards of service and leadership skills by the effective use of training as a strategy.
Prepares Hotel's Mandatory Grant Applications I.e. Work Skills Plan and Annual Training Report for Cathsseta.
Actively applies for Mandatory Grants from Cathsseta to facilitate Learnership Programs and/or Skills Programmes at the Hotel.
Administration:
Participates in the development of the Training budget as required.
Manages budget in alignment with the People and Culture and property financial goals.
Supports the Director of Talent and Culture in the day-to-day administration of the Talent & Culture Office, focusing on maximizing the capabilities of the team.
Assists in the facilitation of the Broad Based Black Economic Employment (BBBEE) Verification Audit on behalf of the Hotel.
Qualifications
Qualifications and requirements:
Qualification in Hospitality related studies preferred.
Previous operational hospitality experience-minimum 3 years is required -previous Leadership experience is a strong asset.
Proven communication and facilitation skills.
Computer literacy and excellent skills with all Microsoft window applications.
Ability to be independent with the ability to influence all levels of the organization and drive. key. initiatives while working cohesively as part of a larger team.
Exceptionally organized, disciplines, proactive and innovative.
Proven experience with creating and executing full-cycle processes.
Strong interpersonal and communication skills, both verbal and written, with the ability to build strong relationships with peers and stakeholders.
Driven and energetic self-starter who thrives on a challenge.
Candidates must hold valid authorisation to work in South Africa.