- Access all function of computer system according to established procedures and standards.
- Establish par levels for training supplies and equipment. Complete requisitions to replenish shortages or additional items needed.
- Monitor and ensure that departmental areas are kept clean and organized at all times.
- Create Annual Training Plan, Monthly Training Calendar and Weekly Training Notification
- Record all training activities in the Training Report
- Compile MyLearning completion certificates for audit purposes
- Develop creative and informative communication systems, i.e., bulletin boards, newsflashes, and responsible to share information related to Quality Score and Quality improvement initiatives
- Secure and coordinate recognition benefits for colleagues (i.e., movie tickets, retail discounts)
- Maintain confidentiality and security of colleagues and hotel records.
- Assists to maintain respectful relationship with third parties as owning company, auditors, and local authorities.
- Follow up on any Service Audit conduct by IHG or other audit services
- Attend designated meetings.
- Successful completion of the MyLearning required training.
- Prepare and send all designated corporate reports.
Technical Responsibilities
- Maintain complete knowledge at all times of:
- All hotel features/services, hours of operation.
- Daily house count and expected arrivals/departures.
- Scheduled in-house group activities, locations and times.
- All hotel and departmental standards and procedures.
- Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
- Review and track the quality score and update the leadership team on the progress
- Motivate deep analyze of Guest feedback, identifying root causes and set up corrective action to improve Guest experience, satisfaction and engagement level.
- Cultivate innovation for the IHG Luxury & Life Style Hotel Guest Journeys and track on the progress
- Conduct IHG Luxury & Life Style Hotel Culture Orientation and other training required by IHG Luxury & Life Style Hotel and IHG as needed.
- Oversee IHG Academy recruitment. Prepare strategy and plan to select top candidates in schools world-wide.
- Coordinate all leadership development training.
- Arrange and develop training programs for IHG Academy programs as needed
- Participate or conduct in daily departmental briefing. Attend and participate in other departmental brefing
- Inspect grooming and attire of colleagues
- Conduct annual needs assessments to evaluate training needs within the Hotel.
- Tour each department daily; look for safety hazards and check staff adherence to hotel policies and procedures and brand standards
- Monitor the staffs interaction with guests and colleagues ensuring prompt and courteous service; resolve discrepancies with respective personnel.
- Assist departmental staff with their job functions to ensure optimum service to guests/ colleagues.
- Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
- Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Review defects and variances daily to evaluate trends and put into action the appropriate quality improvement tools.
- Instruct on quality principles and theories, and give mentorship for Quality Improvement Team
- Be an ambassador of IHG Luxury & Life Style Hotel, IHG, and all standards and policies.
- Prepare the appropriate reports for Executive Committee.
- Prepare feedback tools to measure the effectiveness of training activities.
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