Job Description

v Develops & implements strategies for hotel / departments
v Monitors status regularly and adjusts strategies as appropriate
v Develops & implements training plans which are aligned with hotel's business strategies
v Analyses guest feedback results frequently and identifies trends
v Conducts brand service training / refresher sessions
v Partners with HODs / Departmental Trainers to develop strategies for keeping Yes I Can! alive within the respective functions.
v Provides all new employees with a comprehensive induction program as part of the First 30 Days with Brand program to enable them to be orientated and efficiently productive from commencement
v Conducts soft skills training and follows-up with participants to assess utilisation of new skills.
v Ensures that employees attend all compliance training as scheduled; maintains and reviews tracking system regularly
v Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
v Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
v Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis
v Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
v Performs other duties required to provide the service brand behavior and genuine hospitality
Keeps immediate Supervisor promptly and fully informed of all problems or unusual matters of significance
Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objective of this position
Maintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment
At all times projects a favourable image of the hotel to the public
REQUIREMENTS
Minimum of three years' progressive operations / functional experience at managerial level.
Bachelors degree preferred, certificate in related field required
An effective departmental Trainer
Collaborate effectively with other hotel employees and managers to ensure teamwork
Able to effectively conduct learning and development activities
Experience in managing brand standards
Able to collaborate effectively with hotel employees and HODs / managers to ensure teamwork
Strong verbal / written communication skills and interpersonal effectiveness
Pleasant personality