Learning & Development Manager - InterContinental Jordan

What's your passion? Whether you're into tennis, shopping or karaoke, at IHG we're interested in YOU. At IHG we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team.

At the moment we're looking for Learning & Development Manager to join our energetic, enthusiastic and passionate team at InterContinental Jordan.

InterContinental Jordan was established in 1963 and was the first 5 star international Hotel in Jordan and celebrated its 50th anniversary in March 2013. It is considered as one of the key hotels within IHG - MEA Hotels. InterContinental Jordan enjoys a prime location at the heart of the diplomatic area of Amman, on the summit of one of the seven hills. Located within walking distance of the old city center, InterContinental Jordan is only a 30-minute drive from Queen Alia International Airport. The 440 renovated rooms and suites are equipped with an array of modern amenities and latest technology. The Hotel has a very large F&B operation with a high contribution to the total Hotel revenue.

For meetings and conferences, the hotel is well equipped for hosting business and social gatherings of every description, with nine flexible and renovated function rooms that can accommodate from 10 to 1500 guests. Over 500 colleagues are committed to maintaining the highest standards of luxury, quality and service which define the company.

As a Learning & Development Manager you will be reporting directly to the Area Director of Human Resources and below are some of the key responsibilities:<br><br> 1) Liaise with other IHG Training Managers to share
experiences and resources
2) Liaise with educational institutions conducting hospitality and training courses
3) Regularly communicates with staff and maintains good relations
4) Interacts with individuals outside the hotel including but not limited to training association members, training and personnel staff from competitor hotels and other members of the local community.
Key Responsibilities
§ Analyse training needs of the hotel in general and individual departments, and develop strategies which address needs, presenting in the form of a Training Business Plan for the General Manager and Executive Committee for review

§ Familiarise yourself with the IHG HR and Training Standards, localizing where necessary

§ Ensure effective training programs are in place for the following:
o New Employee Orientation
o Train the Trainer
o Customer Service Training
o Technical job specific training (through certification of departmental standards and procedures)
o Supervisory Skills Training
o Management Development
o Fire, Life and SafetyTraining
o Selling Skills
o Employee retraining

§ Monitor the progress of the Training Business Plan for each department tot ensure that the training objectives are being achieved

§ Maintains all hotel training records
§ Establish a training library of books, videos, journals and audio visual materials to assist trainers in their training programs and for staff personal development

§ Design, produce and implement training programmes which meet specific departmental needs in conjunction with Department Heads, ensuring that training session plans are structured and that training is effective

§ Attend departmental training session and critique performance

§ Use IHG benchmarks to monitor success of training programs and amend your efforts accordingly. Eg: ESPS, GSI, achievement of budget, etc

§ Assist Department Trainers in preparing and conducting departmental training and assess accordingly

§ Prepare and monitor training programs for:
o Management Trainees
o Work Experience
o Hotel School Trainees, etc

§ Obtain a network of specialist training professionals who can assist with the conduct of training programmes for advanced or specialist training

§ Ensure that Department Heads abide by their responsibilities of employee training against departmental S&Ps

§ Produce monthly training reports for your Manager and the General Manager including:
o Internal Training Programs conducted:
o Who attended
o Number of people attended
o Duration of training
o Who trained
o Cost of delivery (including labor costs)
o Anticipated return on investment and/or training goal
o External training programs attended:
o Who attended
o Number of people attended
o Duration of training
o Who trained
o Cost of delivery (including labor costs)
o Anticipated return on investment and/or training goal

§ Maintain current information and records of suppliers of training resources and materials

§ Delivers briefings of all internal programmes to executive management and department heads

§ Provides input for probation and formal performance appraisal discussions to Line Managers in line with company guidelines

§ Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance

Customer Service
§ Demonstrate service attributes in accordance with industry expectations and company standards including:
§ Being attentive to Guests
§ Accurately and promptly fulfilling Guests requests
§ Anticipate Guests needs
§ Maintain a high level of knowledge which affects the Guest experience
§ Demonstrating a 'service' attitude
§ Taking appropriate action to resolve guest complaints

§ Appreciate the dynamic nature of the Hotel industry and extend these service attributes to all internal customers

Health, Safety and Security
§ Demonstrate understanding and awareness of all company policies and procedures relating to Health, Hygiene and Fire Life Safety and ensure your direct reports do the same

§ Familiarise yourself with emergency and evacuation procedures

§ Ensure all security incidents, accidents and near misses are logged investigated and rectified to prevent future catastrophes

Financial Management
§ Under the assistance of the senior Finance Manager co-ordinate the preparation of the Departmental annual budget and work to achieve the budget by monitoring and controlling the departmental operations, considering revenue and expenditure

§ On an ongoing basis, control and analyse departmental costs to ensure performance against budget; implementing corrective measures where necessary to produce positive business results

§ Effectively manage staffing costs, where applicable, by preparing efficient work schedules in line with legal requirements

People Management (where staff responsibilities exist)
§ Work within the company's Human Resource Management System to ensure the departmental performance of staff is productive. Duties include:
§ Plan for future staffing needs
§ Recruit in line with company guidelines
§ Prepare detailed induction programmes for new staff
§ Maintain a comprehensive, current and guest focused set of departmental standards and procedures and oversee their implementation
§ Ensure training needs analysis of your departmental staff is carried out and training programmes are designed and implemented to meet needs
§ Actively work at developing your staff and identify high potentials
§ Maintain training records for all direct reports and ensure they do the same for their staff
§ Conduct probation and formal performance appraisal in line with company guidelines
§ Coach, counsel and discipline staff, providing constructive feedback to enhance performance
§ Approve leave requests after considering peaks and troughs in the business
§ Regularly communicate with staff to maintain good relations

§ Comply with the Company's Corporate Code of Conduct

§ Familiarise yourself with the company values and model desired behaviours

§ Perform tasks as directed by the Manager in pursuit of the achievement of business goals

§ Contributes towards regional activities as directed by Regional Director of Human Resources / General Manager



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