Cluster Learning and Quality Manager

• Collaborates with management team to ensure departmental orientation processes are in place and colleagues receive the appropriate new hire training to successfully perform their job.
• Ensure HODs use all available on the job training tools for colleagues; supervise ongoing training initiatives record them and conducts training when needed.
• Ensures coordination and facilitation of new hire orientation program to generate a positive first impression for colleagues and emphasize the importance of guest service in company culture.
• Ensures attendance by all new hires and participation of the leadership team in training programs.
• Review Annual Appraisal and ensure they are conducted and filled up in a professional manner.
• Guide and engage the departmental trainers in their role and conduct meeting on regular basis.
• Develop an effective annual Training Plan which meets the needs of colleagues as outlined in Annual Appraisal and PLDP and which assists the hotel achieve its goals and objectives.
• Liaise with Department Heads on regular basis regarding specific training requirements within their Departments and regarding attendance at planned training courses and develop training actions as required.
• Ensure full compliance with Governmental rules for mandatory training e.g. Dubai Way Fire Safety First Aid etc.
• Liaise with Hygiene Manager to ensure all Food handler colleagues are trained on Basic Food Hygiene.
• With support of Director of HR structure and monitor the Hotels annual training budget and ensure all training expenses are kept in line with this budget adjusting planned expenses / actions in line with changing hotel requirements.
• Conduct regular Learning Need Analysis with leaders throughout the property to assess colleagues needs and create training calendar accordingly.
• Create training material if not available with simple creative and attractive content.
• Publish the monthly calendar of training courses and ensure maximum attendance through clear communication and liaison with Department Heads on a regular basis.
• Develop source and conduct training courses scheduled in the training calendar.
• Provide an advice service to both managers and colleagues on training opportunities career choices qualifications and other T&C issues.
• Manage all crosstraining requests and maintain all records.
• Create high engagement of the INES platform by the colleagues by sharing appropriate elearning module
• Develop effective links with partnership organizations such as Universities and Colleges Training Providers other Training Managers etc.
• Maintain accurate and up to date records of all training activities.
• Ensure all requests for training by colleagues are responded to in a timely manner and follow up is conducted where appropriate.
• Monitor department training and on job training (dept induction dept trainers dept processes) and ensure consistency and quality of training.
• Drive the colleagues recognition program and organize celebration with the Talent & Culture Team.
• Be a Brand and Quality Ambassador consistently achieving high performance results positive and proactively promoting the business values and vision.
• Participate in the Orientation course explaining the operation of the main programs of Quality of the hotel: TrustYou LQA and Social Media Reputation.
• Attend randomly to the monthly meetings of the different departments to talk about guest satisfaction and the standards operating procedures.
• Provide training to new hired leaders regarding our SOPs P&P and brand standards.
• Support training that is completely customized to each department with the aims to improve existing processes and/or guest satisfaction.
• Continuously analyze the existing processes and standards of the property translating them in to service flow steps of service and identifying gaps in the customer journey.
• Analyze and share the top industry trends to ensure that best practices are being engaged.

Qualifications :

• Previous experience of leadership in the area of Quality L&D or similar
• Knowledge of luxury hotel standards
• Strong oral and written communication skills
• Ability to work effectively in a team environment and take initiative
• Excellent organizational skills & Analytical skills

Additional Information :

Visa Requirements:

Please note that you must be eligible to live and work in Dubai.

Why work for Accor

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By joining Accor every chapter of your story is yours to write and together we can imagine tomorrows hospitality. Discover the life that awaits you at Accor visit 

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Remote Work :

No

Employment Type :

Fulltime