Assistant Learning & Development Manager

Accor · Dubai

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Company Description

Join Grand Mercure Dubai City, a 5-star Accor hotel where local culture meets world-class hospitality. With 361 rooms, diverse dining venues, modern meeting facilities, and a passionate team, we are committed to creating memorable guest experiences and empowering our Heartists to grow.

Our commitment to Diversity & Inclusion:

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

Why work for Accor?

• We are far more than a worldwide leader. We welcome you as you are, and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
• By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Job Description

Establishment of Training Tools

• Compilation and updating of the requisite technical training manuals and tools per field, in collaboration with the Regional Office.
• Helps in coordinating and supports yearly performance reviews for supervisory staff together with the People & Culture team.
• Orders and organizes distribution of Training Certificates.
• Evaluates guest needs from feedback of the guest questionnaires and compiles relevant measures for correction or improvement.

Administration

• Compiles course/training requirements and attendance.
• Compiles hotel inspection reports, on the job observance.
• Ensures proper course material and up-dated job descriptions for in-house Departmental Trainers are available for all departments. Continuously adapts them with relevant supervisors to their operational requirements.
• Counseling of supervisors/employees in training matters (How to Train, etc.).
• Establishes monthly training, quality, and business summary reports according to Hotel's/regional office requirements.
• Implements hotel Learning & Development standards
• Co-ordinates up-dating of personal files of employees together with the P&C Team.
• Ensures that individual development plans are put together on an annual basis for Heads of Departments and below in the property
• Proper Quality Reporting and action planning implementation according to time frame.

Training

• Training of in-house Departmental Trainers, and selecting of those to cover every required field 
• Conducts co-ordinates and supervises all kinds of internal technical training and courses of the Department Heads and supervisors.
• Ensures that departmental training schedules are established every month in advance.
• Co-ordinates training activities in coordination with General Manager, HODs and Area Director of Learning and Development when applicable.
• Oversees the property induction process and programmes
• Evaluates and updates property training programmes and initiatives
• Identifies strategic partners for development and delivery of training when appropriate
• Drives e-learning within the property
• Follows up with participants of external courses (including Accor Academy /HERO Learning modules) to ensure learning is applied in the workplace

Quality

• Lead planning activities for Quality
• Lead a team of quality assurance committee that performs quality assurance checks. This includes hiring, skill development, and managing performance.
• Setting quality assurance objectives and ensuring that targets are achieved.
• Conduct monthly Quality Assurance meeting debate planning and action plans, and discussing the quality status quo and areas of development.
• Monitor the guest feedback and staff performance and assess the pros and cons and assist finding keys to develop and maintain high quality.
• Assists in new hire or recurrent training delivery as required.
• Review Global Brand Compliance assessment and improvement reference with the hotel department heads and ensure setting and implementation of the action plans required.
• Promote quality and performance improvement throughout the hotel.
• Identifying relevant quality-related training needs and deliver training.
• Gather relevant data and produce statistical reports in a monthly basis.
• Conducts internal Audits and inspections to ensure standards and objectives are met
• Coach and motivate managers and staff and display high influencing skills
• Performs special projects and other duties as assigned by management as required.

General

• Informs GM-HODs-Supervisors regarding important events and news from within the hotel operation to avoid misunderstandings and rumors/gossip.
• Is familiar with all related company documentation and especially with the relevant Operational Standards Manual for his/her field of responsibility.
• Activities shall be guided by the principles shown within the Learning and Development purpose and objectives.
• Familiar with the Trust You and Quality related systems

Metrics

• Learning and Development Audit/Peer Audit
• Brand Audit
• Trust You
• Learning & Development Budget

Qualifications

• Positive Orientation.
• Operational Decision Making.
• Self-Development & Management.
• Bachelor's degree in a relevant field of work, or an equivalent combination of education and work-related experience.
• Experience of 2 years in L&D roles within the hospitality industry with track record.
• Proven progressive work-related experience in managing and directing the development and delivery of learning or organization development programs in a multi-unit organization.
• Highly developed oral and written communication skills.

• Demonstrated proficiency in designing and delivering effective learning programs to multi-cultural, multi-level audiences.
• Broad understanding of people strategy, including the drivers of organization effectiveness.
• Strong organizational skills, ability to project manage and execute.
• Ability to develop and design new and unique content.
• Multicultural awareness and ability to work with people from diverse cultures.
• Demonstrated teamwork communication including ability to coach and deliver feedback in a constructive manner.
• Excellent interpersonal, and team leadership skills.
• Strong management skills with the ability to prioritize and manage multiple tasks simultaneously.
• Flexibility to adapt to a dynamic and fast-paced environment.

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