Quality & Training Manager

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Constance Moofushi
July 14, 2016
July 28, 2016
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Human Resources, Training Manager
  

Quality:

  • Collect data and analyse Review Pro guest feedback reports.

  • Provide daily, weekly and monthly Review Pro reports to the GM, RM and HODs

  • Liaise with the Constance Hotels & Resorts CRM Department for matters relating to Market Metrix and Review Pro.

  • Manage Trip Advisor guests feedback.

  • Coordinate with the CRM Department for the conduct of Constance Corporate and well as External Quality Audit exercises.

  • Analyse and communicate with GM, RM and HODs the results of Constance Corporate and well as External Quality Audits and follow-up on ensuing action plans.

  • Management ofLRA website and follow up with Head of Department of areas for assessment.

  • Monitors action plan execution based on LRA audit results.

  • Conduct Pre LRA audits and provide reccommendations for improvement.

  • Monitors present & future trends & makes recommendations relating thereto.

  • Plan, coordinate and execute in-house audits. Communicate results to all concerned and follow-up on improvement action plans.

     

Training

  • Identify training needs for each department from the Audit results.

  • Assists Departments in identifying training needs for their departments after discussion with the Human Resources Manager and respective Heads of Department.

  • Develops & implements Departmental Training Systems.

  • Conducts Train the Trainer program & ensures that the process operates effectively.

  • Prepares the Annual Training Plan and monitors its actualisation.

  • Coordinates with the Constance Hospitality Training Centre on all external training activities.

  • Coordinates and ensure training actualisation for the resort interns. Conduct feedback sesssions during the internship period.

  • Monitors training effectiveness in relation to guest feedback systems, complaint analysis etc.

  • Prepares monthly reports, calendars & briefs Human Resources Manager on its status.

  • Assists Heads of Department in producing training plans for each department.

  • Assists Department Trainers in preparing their training sessions, achieving training objectives and reviews on a monthly basis.

  • Maintains standard resort training equipment & training library of resources.

  • Conducts Team Member Orientation and develops induction plans for new team members joining the team.

  • Conducts and evaluates all on-the-job training.

  • Delivers briefings of all internal programs to Heads of Departments.

  • Compiles the hotel’s training budget & monitors expenditure on a monthly basis.

  • Establishes & maintains team member, supervisory and management records of training.

  • Reviews training policies, procedures & recommends improvements to management.

  • Participates in developing & implementing various training programs to meet identified needs & ensure guest service quality, profit enhancement & employee security/safety.

  • Contributes towards regional activities related to employee development as directed by the HRM and the Senior Management from time to time.

  • Assists in the implementation at Team Member level of all the quality concepts introduced at the corporate level.

  • Perform the ‘Manager on Duty’ shift.

  • Perform any other duties as assigned by Management.