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.
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.