Assistant Learning Quality Manager

• 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 meetings to present daily results of TrustYou and comments published on social media.
• Generate weekly quality reports for the executive committee.
• Maintain Attendance and Pending reports and proactively coordinate attendance with departments to reduce the number of colleagues pending for required sessions.
• Develop and implement new training materials such as Info Sessions Service Fundamentals based on Training Needs Analysis.
• Assist with the planning, implementation, and administration of the Monthly Colleague Communication Forum.
• Conduct all trainings as per the task division in the Training Department with full preplanning 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.
• File documentation after Raffles Brand Orientation, Code of Ethics, SOP training checklists, and PCI Data Security compliance updates as 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 and organizing the testing and statistics for the quiz.
• Update the Training Notice Boards regularly and monitor all other department notice boards, ensuring that changes to the monthly training calendar are updated and communicated.
• Conduct regular grooming checks throughout the hotel and report any discrepancies.
• Liaise with Departmental Trainers and Leaders regularly; attend departmental meetings in all hotel departments to build relationships, explain training requirements, and ascertain training needs from various departments.
• Monitor trainers in their departments by attending a minimum of 2 training sessions conducted in the respective departments monthly.
• 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 an accurate database of certified and designated Department Trainers and maintain information related to departmental training hours, trainer incentives, etc.
• Administer the crosstraining process and related documentation.
• Administer the ECornell 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).
• 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 a positive attitude and outgoing personality.
• Guest-oriented.
• Ability to work long hours with minimum supervision.
• Strong background in hospitality training.
• Computer literate with working knowledge of Excel, MS Word, PowerPoint, & Publisher.

Qualifications:

• Knowledge of statistics and general calculation (required).
• Knowledge of luxury hotel standards (required).
• Ability to 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).
• Advanced English level (required).
• University or higher education degree in a related discipline (valued).
• Professional and neat presentation.
• Strong interpersonal and problem-solving skills.
• 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.

Remote Work: No

Employment Type: Fulltime