Learning & Development Manager
Serengeti
Four Seasons Hotels and Resorts
Four Seasons Hotels and Resorts is dedicated to perfecting the travel experience through continual innovation and the highest standards of hospitality.
Essential Functions
- Helps drive service quality assurance program
- Partners with peers and superiors to determine performance gaps and learning needs
- Works with training council to review key metrics (glitches, LQA, Coyle, standards missed, GES scores) and plans training activities accordingly
- Is involved in ensuring the necessary training and learning is conducted in departments on a consistent basis
- Trains managers to train their employees in the needed skills area
- Manages an effective standards training program and ensures Standards Training Manuals are updated regularly and training checklists are turned in for new hires
- Maintains an effective Designated Trainer (or Learning Coach) programme.
- Responsible for an indirect reporting relationship with the Designated Trainers, ensuring their roles and responsibilities are supported, developed, and adhered to in standards achievement and improved guest satisfaction.
- Trains new Designated Trainers (DT) when required and regularly coaches and develops Designated Trainers (DT) in their role and responsibilities
- Bases the direction for learning on a thorough Learning Needs Analysis.
- Creates and produces an annual Learning Needs Analysis (LNA) and Training Plan aligned to property’s goals & budget cycle.
- Designs solutions for learning needs by rapidly creating and developing learning programs that target performance gaps.
- Evaluates the effect of training programs and initiatives through measuring results and monitoring behavioural change.
- Coordinates and co-facilitates all components of EMBARK for all new hires to standard.
Leadership & Talent Management
- Co-facilitates and/or coaches others to facilitate Management Development Programs (MDP) and Toolkits
Is certified to deliver the STEPS program (Supervisory Development Program) and adapts the program to local needs - Creates and develops blended learning programs that target management competencies
- Assists Managers with writing their development plans, ensuring the contents are focused on experience-based learning
- Ensures new managers to the company are given the knowledge and skills to successfully complete their 90-day probationary period
- Ensures every college recruit completes a structured program with learning objectives
- Supports the HR department with the Top Talent program
General
- Regularly benchmarks the learning function with Corporate Learning Success Levels
- Markets the learning function’s programs, initiatives, and e-Learniing
- Prepares and produces monthly and quarterly training calendars that reflect performance gaps and learning needs
- Prepares and maintains training attendance records in Workday Creates and adheres to an annual budget for all training programs, initiatives, and learning resources Is an active member of the Bluewater innovation committee Coordinates and organises programs facilitated by internal and external trainers
- Participates in and/or supports Lodge Committees (e.g. Safety Committee, Green Committee, etc.)
- Assists in coordinating and participates in employee relations events
- Attends scheduled Learning Manager conference Comply with Four Seasons’ Category One and Category Two
- Work Rules and Standards of Conduct as set forth in Employee handbook.
- Works harmoniously and professionally with co-workers and supervisors.
- May be required to temporary relocate to Arusha logistics office to help.
Non-essential Functions
- Organize and supervise all employee recreation programs include parties, general meetings, employee relations events, etc.
- Respond to and attend any related hearings for all employee claims against the Lodge including Workers’
- Compensation, Unemployment, Department of Labor and Wage & Hour concerns.
- Actively support the Lodge Committees (incl. Safety, Green, Cafeteria, etc).
- Ensure that the cafeteria, employee entrance and Accommodation areas are clean and orderly.
- Perform any other duties as assigned by Management.
- May be required to temporary relocate to Arusha logistics office to help.
Knowledge And Skills
Education:
College education or equivalent experience
Experience
Experience required by position is from two to four years of employment in a related position with Four Seasons or other organization.
Skills And Abilities
- Requires a general working knowledge of Labor laws.
- Working knowledge is generally learned on-the-Job or through a series of professional certifications.
- Requires knowledge of the ability to operate computer equipment.
- Ability to read and speak and write English.
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