Assistant Learning & Development Manager

Company description

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, and 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, and every action contributes to creating a positive and memorable impact for our customers, our colleagues, and our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job description

Establishment training tools

• Compile and update the requisite technical training manuals and tools for each field in collaboration with the Area Director of Learning & Development.
• Become familiar with the corporate talent strategy issued by the Corporate Centre and ensure it is applied accordingly.
• Help coordinate and support yearly performance reviews for supervisory staff together with the People & Culture Department.
• Order and organize the distribution of training certificates.
• Keep relevant parties informed of arising problems or conflicts within departments on a confidential basis.
• Evaluate customer needs based on guest questionnaire feedback and compile relevant measures for correction or improvement.

Administration

• Compile course and training requirements and attendance.
• Compile hotel inspection reports and on-the-job observations.
• Ensure proper course materials and updated job descriptions for in-house departmental trainers are available for all departments. Continuously adapt them with relevant supervisors to meet operational requirements.
• Counsel supervisors and employees on training matters, including how to train.
• Establish monthly training, quality, and business summary reports according to hotel and regional office requirements.
• Implement MHR Learning & Development standards.
• Coordinate the updating of employee personal files together with the People & Culture Department.
• Ensure individual development plans are prepared annually for heads of departments and below at the property.
• Ensure proper quality reporting and action plan implementation within the required time frame.

Training

• Train in-house departmental trainers and select trainers to cover every required field.
• Conduct, coordinate, and supervise all kinds of internal technical training and courses for department heads and supervisors.
• Ensure departmental training schedules are established in advance each month.
• Coordinate training activities with the General Manager, heads of departments, and the Area Director of Learning & Development, when applicable.
• Oversee the property induction process and programs, including WTM.
• Ensure completion of all training according to the company training matrix.
• Evaluate and update property training programs and initiatives.
• Identify strategic partners for the development and delivery of training when appropriate.
• Drive e-learning within the property.
• Follow up with participants of external courses, including the Area Learning Forum and Mövenpick Business Academy, to ensure learning is applied in the workplace.

Quality

• Lead quality planning activities.
• Lead a quality assurance committee that performs quality assurance checks. This includes hiring, skill development, and performance management.
• Set quality assurance objectives and ensure targets are achieved.
• Conduct monthly quality assurance meetings to discuss planning and action plans, the current quality status, and areas for development.
• Monitor guest feedback and staff performance, assess the pros and cons, and help identify ways to develop and maintain high quality.
• Assist with new-hire or recurrent training delivery as required.
• Review the Global Brand Compliance assessment and improvement reference with hotel department heads, and ensure required action plans are set and implemented.
• Promote quality and performance improvement throughout the hotel.
• Identify relevant quality-related training needs and deliver training.
• Gather relevant data and produce monthly statistical reports.
• Conduct internal audits and inspections to ensure standards and objectives are met.
• Coach and motivate managers and staff, demonstrating strong influencing skills.
• Perform special projects and other duties as assigned by management.

General

• Inform the General Manager, heads of departments, and supervisors about important events and news from within hotel operations to avoid misunderstandings and rumors or gossip.
• Become familiar with all related company documentation, especially the relevant Operational Standards Manual for the area of responsibility.
• Ensure activities are guided by the principles outlined in the Learning & Development purpose and objectives.
• Take personal responsibility for regularly exchanging technical know-how with colleagues in Learning & Development at the Corporate Office.
• Become familiar with the TrustYou and quality-related systems.

Qualifications

• Two to three years of experience in learning and development, human resources, or training coordination roles within the hospitality industry.
• Bachelor’s degree in human resources, business administration, organizational psychology, hospitality management, or a related field.
• Trainer certification or equivalent, demonstrating expertise in adult learning principles, instructional design, and facilitation techniques.
• Proven track record in designing, delivering, and evaluating comprehensive learning and development programs.
• Demonstrated ability to lead and manage teams, fostering a culture of continuous learning and development.
• Strong communication and interpersonal skills, with the ability to build effective relationships across all organizational levels.
• Proven ability to drive innovation in learning and development practices and stay current with industry trends and best practices.

Additional information

• Customer-related experience is an asset.
• Ability to work well under pressure in a fast-paced environment.
• Excellent communication skills and a professional presentation.
• Ability to work cohesively with colleagues as part of a team.

Our commitment to diversity & inclusion

We are an inclusive company, and our ambition is to attract, recruit, and promote diverse talent.