Duties and Supporting Responsibilities
- Strategically planning and managing L&D, Performance Management and Quality Assurance
- Communicating and maintaining the following Mandarin Oriental Hotel Group’s Learning & Development Standards along with the Executive Committee, Hotel Manager and General Manager
- Move In Orientation
- Departmental Training
- Off-Job/Classroom Training Programs
- Supervisory/Management L&D
- Managing L&D for the Hotel
- L&D Administration and Resources
- Planning, implementing and reviewing learning and development for the hotel and individual departments
- Ensuring colleagues training needs are met by arranging resources for training to be conducted throughout the hotel (i.e. providing a first-class training environment emulating our guests meeting environment)
- Designing, delivering and arranging training programs to address specific training needs
- Assisting all department heads with making and implementing training decisions in their areas
- Maximizing learning by providing a creative, fun and exciting environment in delivering training programs such as: Move In orientation, On-Job Training, Group Training Techniques program, Interviewing for Success, Presenting for Success, MOve Up, MOve Forward, Managing Learning & Development and any new training programs as provided by Corporate Learning & Development
- Managing internal and external (Food Handlers certification) training documentation within the property
- Reporting on status of training for each colleague within the hotel
- Controlling training expenses and managing expenditures to meet the property’s needs while remaining within budget guidelines
- Coordinating outside training requirements
- Advising the Executive Committee on strategic issues involving training
- Participating in Corporate initiatives, such as yearly conferences, LQE Workshops, pre-openings, Cultural Exchange Ambassador, development of new programs
- Managing the Performance Management Cycle (MPD) for all colleagues
- Assisting with succession planning for all colleagues
- Supporting all efforts to enliven our Company’s Mission, Guiding Principles and Legendary Quality Experiences throughout the hotel
- Managing the hotel quality assurance program by facilitating Quality meetings, analyzing data from Guest Satisfaction Loyalty Surveys (LRA), mystery shops/inspections (MOQA, Forbes, AAA, Coyle, etc.), and ensuring follow up
- Assisting with other Human Resources functions as needed.
Successful Profile for this role
Purpose
Customer focus
Is dedicated to meeting the expectations and requirements of internal (colleagues) and external customers; gets first-hand customer information (or preferences) and uses it for improvements in products and services; acts with customers/colleagues in mind. Upholds and drives our LQEs through daily actions; establishes and maintains effective relationships with both internal and external customers and gains their trust and respect.
Business acumen
Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, technology, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.
Process
Drive for results
Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Functional & technical Skills
Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. Is knowledgeable about, and role models, the MOHG SOPs and LQEs.
Problem solving
Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn't stop at the first answers. Makes good decisions based upon a mixture of analysis, wisdom and experience.
Process management
Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources and uses time efficiently.
People
Developing Self and Others
Is personally committed to and actively works to continuously improve him/herself; works to deploy strengths: works on compensating for weakness and seeks feedback. AS APPLICABLE – provides challenging and stretching tasks and assignments for others; holds frequent development discussions; is aware of each person’s career goals; constructs compelling development plans and executes them. Uses PROFILE/Performance Discussions for Line Colleagues effectively for talent management and development; is a people builder and a motivator and supports the company initiatives to ensure continuous improvement of our LQEs.
Interpersonal savvy
Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
Building effective teams
Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
Directing others
Is good at establishing clear directions; sets stretching goals; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.
Hiring & staffing
Has a nose for talent; hires the best people available from inside or outside; is not afraid of selecting strong people; assembles a talented team.
Sizing up people
Is a good judge of talent; after reasonable exposure, can articulate the strengths and limitations of people inside or outside the organization; can accurately project what people are likely to do across a variety of situations.
Personal
Ethics and values & integrity
Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches. Is widely trusted; is seen as a direct, truthful individual; keeps confidences; admits mistakes and flaws.
Humility
Can get things done quietly without unnecessary noise; quickly admits flaws and mistakes; is careful to make others comfortable; is authentic; helps others save face in difficult situations; maximizes the contribution of all; encourages the expression of viewpoints from all concerned; is modest and self-effacing; respects the views of others.
Composure
Is cool under pressure; does not become defensive or irritated when under pressure or when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn't show frustration when resisted or blocked; is a settling influence in a crisis.
Approachability
Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it.
Skills & Qualifications:
- Extensive experience in L&D and Quality Management, preferably within the hospitality field or high-end customer service discipline and/or managerial experience in luxury hotel
- Problem solving and action plan formulation.
- Requires high levels of interaction with all members of staff. Exchanging ideas, information and opinions with others to formulate programs and arrive jointly at decisions, conclusions and solutions.
- Possess high degree of stamina, agility and flexibility
- Able to present themselves with an uplifting personality as well as presenting a high degree of confidentially.
- Knowledge on developing training programs
- Strong Computer literacy: Microsoft Office Suite and Internet, digital imaging knowledge.
- Excellent communication skills
