Assistant Learning & Quality Manager

Job description

Company Description

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Raffles the Palm Dubai is on the western crescent of Palm Jumeirah, the world’s largest manmade island and archipelago. This luxurious five-star hotel with 381 spacious rooms, suites and villas is embellished with hand-crafted Italian touches and offset by carefully selected amenities to complete the atmosphere of elegance. Guests can enjoy panoramic views, a private beach, state of the art entertainment and recreational facilities, including specialist boutiques, a VIP movie theatre, signature and private restaurants complemented by exquisite banqueting and conference spaces.

When visiting Raffles, guests will discover the individual personality and story offered by the hotel. At the essence of every Raffles is the delivery of thoughtful, personal and discreet service to well-travelled guests.  Raffles Hotels & Resorts is an award-winning, luxury international hotel company with a history dating back to 1887 with the opening of Raffles Hotel, Singapore.  The portfolio currently comprises eleven luxurious properties, from secluded resorts to city hotels in key locations around the world.

Job Description

·  Conduct Raffles Brand Orientation for new colleagues in the hotel including the required Raffles Service and Raffles Behavioural Standards.  Update the colleague handbook on a regular basis.
·  Participate in the Orientation course explaining main programs of quality of the hotel. TrustYou, LQA, Forbes and social media reputation
·  Participate in daily morning and operations meeting to present daily results of TrustYou, and comments published on social media
·  Generate weekly quality reports for executive committee
·  Maintain Attendance and Pending reports and proactively coordinate attendance with departments to reduce number of colleagues pending for required sessions.
·  Develop and implement new training materials such as Info Sessions, Service Fundamentals, etc. based on Training Needs Analysis.
·  Assist with the planning, implementation and administration of the Monthly Colleague Communication Forum. 
·  All trainings as per the task division in the Training Department to be conducted with full pre-planning actions, execution of training and post training activities.
·  Meet with the Learning & Development Manager regularly to ensure effective running of the division and task distribution. Brainstorming and planning sessions.
·  Filing of documentation after Raffles Brand Orientation, Code of Ethics, SOP training checklists, PCI Data Security compliance updates as and when required.
·  Supervise, create, monitor, and follow up on all activities regarding the Raffles Quiz on product related questions and standards of the Hotel. Maintaining a database of questions for this quiz.  Organizing the testing and statistics for the quiz.
·  Update the Training Notice Boards on a regular basis and also to monitor all other department notice boards. Ensuring that changes to the monthly training calendar are updated and communicated.
·  Conducting regular grooming checks throughout the hotel and reporting any discrepancies.
·  Liaise with Departmental Trainers and Leaders on a regular basis; attend departmental meetings in all hotel departments in order to build relationships, explain training requirements and also to ascertain training needs from various departments.
·  Monitor trainers in their departments by attending a minimum of 2 training sessions conducted in the respective departments on a monthly basis.
·  Conduct weekly service delivery audits in specified areas as per LQA and Forbes standards and report results (i.e. Rooming, Reservations, IRD Order Taking, etc).
·  Conduct quarterly Department Trainer Reviews and Assessments to help determine Trainer of the Quarter.
·  Maintain accurate Database of certified and designated Department Trainers and maintain information related to departmental training hours, trainer incentives, etc.
·  Administer the cross-training process and related documentation.
·  Administer the E-Cornell process and related documentation.
·  Assist in conducting and compiling the bi annual Training Needs Analyses for the hotel.
·  Update the Training section on the digital notice boards once weekly with up to date information.
·  Carry out any other duties or assignments or reasonable requirements, given by the Director of Human Resources / Training Manager as required

PERSONAL ATTRIBUTES

·  Outstanding communication skills, both written and verbal. (Additional foreign language would be an advantage)
·  Have the ability to build trusting relationships with others.
·  Creative, effective leader and team player, possessing a high degree of professionalism, sound human resources management capabilities, business acumen, energy and determination.
·  Demonstrates leadership qualities.
·  Projects positive attitude, and outgoing personality.
·  Guest oriented.
·  Should be able to work long hours with minimum supervision.
·  Strong background in hospitality training.
·  Computer literate with working knowledge of: Excel, MS Word, Power Point & Publisher

Qualifications

·  Knowledge of statistics and general calculation (required)
·  Knowledge of luxury hotel standards (required)
·  Know and interpret Quality indicators (required)
·  Use and management of quality tools
·  Knowledge in processes of continuous improvement (required)
·  Knowledge of statistics and general calculation, ability to analyze and process information.
·  Ability to lead work in teams
·  Knowledge of Microsoft Windows applications (required)
·  Have advanced English level (required)
·  Have a university or higher education degree in a related discipline (it is valued)
·  Must have a professional and neat presentation.
·  Have strong interpersonal skills and problem solving skills
·  Be highly responsible and reliable
·  Ability to work well under pressure in an accelerated environment
·  Ability to work cohesively as part of a team

EXPERIENCE

·  Minimum 3 – 5 years experience in the luxury hospitality industry with a minimum of 2 years in a similar role.