Deputy General Manager - Learning & Development

A training professional with strong experience in developing and executing training and development strategy of a large organization. The desired candidate is expected to have at least 10 to 13 years of experience, working in a hospitality or facility company which employs manpower in facilities, operations, hotel services etc. Experience in creating a culture of continuous learning that brings operational efficiencies. A background of ensuring service consistency in levels of service across all areas of operations.

Summary:

This role would require the person to work closely with Senior General Manager Operations to develop the Training strategy. Will require to coordinate and liaise with the City General Managers, Corporate F&B Head, Campus and mentor Regional Training Leads to create and implement the training and development strategy, Pan India. Areas of responsibility will include liaising with corporate and city resources along with vendors and their employees to bring consistency and excellence in service levels.

Core Work Areas: Training Strategy and Plan

• Develops Training and Development Strategy and budgets for India and regional locations.
• Develops and monitors Annual Training calendar.
• Provide effective induction and orientation to all employees by tailoring sessions, as required.
• Facilitating in cascading the Vision, Mission &Values of the Company to all the employees through training and development activities.
• Develop training content to ensure brand building and service standardization across all centers. Drives brand values and philosophy in all training and development activities.

Training needs

• Designing and customizing various training programs to suit companys unique needs. These could include video , pictures, presentations, and real time training.
• Identifies Training needs of employees and shares with stakeholders to get their inputs on revising or changing training plans.
• Identifies need for outsourced or inhouse training sessions; identifies and coordinate with agencies providing such sessions if required.

Training Operations

• Monitoring and evaluating the ongoing training and ensure the team is aware of the companys practices and protocols.
• Setting systems and procedures for implementing training, monitoring actions, and evaluating performances of all staff.
• Monitors SLA and works closely with all stakeholders to ensure all employees on roll or on contract are aware of the service standards.
• Develops strategy for maintaining consistency in service across all vendors in all areas.
• Facilitating functions and managers to identify areas of Improvements.
• To ensure that the mandatory Training Programmers are covered for all the Employees Fire Safety, First Aid, Crisis Management, Grooming, Etiquettes, Standard Phrases.
• Utilize data to develop trends and insights that will drive continuous improvement in the employees/ contract employees performance.
• Develops programs and initiatives to ensure service consistency in levels of service across all service areas.
• Conducts periodic surveys and feedback to evaluate efficiency of training programs.
• Curates and manages all online training activities
• Drives and advocates Brand standards Audit activities

Leadership and Team Management

• Lead Regional training resources to create and develop region wise training strategies.
• Creates a culture of continuous learning that brings operational efficiencies.
• Drive the employer branding experience in employees to bring a culture of belongingness and performance.
• Develops initiatives which impact people, process, productivity, and service levels.
• Leading the city training resources to train new and existing staff of various departments as per the company SOP and vendor SLA.

Customer Experience

• Motivate employees to play a central role in customer care by bringing superior organisational skills, attention to detail, and passion to delight.
• To design and drive initiatives designed to educate employees about client delight. Ensures employees receive on-going training to understand client expectations. Uses effective training methods to ensure employees have a good understanding of client satisfaction.

Preferred qualifications

• 3 years or above Bachelors degree.
• Tertiary qualifications, certifications in training and development would be preferred.
• 10 or more years of relevant experience in Training.
• Strong Customer Service and employee focus is a must.
• Good communication skills, excellent organizational skills, broad knowledge of business functions.
• Tech savvy and adept with latest technology used in the industry