Assistant Learning Manager

Company Description

Located on the stunning Bophut Beach in Koh Samui, Thailand, NH Collection Samui Peace Resort is a premier destination known for its exceptional hospitality and serene atmosphere. We pride ourselves on providing a luxurious experience for our guests with Stylish Accommodations: 122 beautifully designed rooms, suites, and villas that blend traditional Thai aesthetics with modern comforts.

Job Description

Key Duties And Responsibilities

Please note that this is not an exhaustive list of everything that needs to be done.  NH Collection employees always find new ways to look after the business, their guests, and their colleagues.   Within this, the key responsibilities for this position are:

Supporting Operations Excellence:

• Collaborate with operations leaders to monitor guest feedback and service trends.
• Conduct regular quality audits and inspections of rooms and F&B services to ensure compliance with brand standards.
• Analyze guest feedback and service performance metrics to identify areas for improvement.
• Provide actionable insights and recommendations to operational teams based on quality assessments.
• Facilitate on-the-job training sessions tailored to service feedback outcomes, enhancing staff performance and guest satisfaction.

Training And Development:

• Delivers hotel/property-wide training courses for all Team Members.
• Meets with departmental trainers regularly and provide training, coaching and support to ensure training effectiveness. Provides help in coordinating training for these trainers too.
• Leads the Orientation process for all new Team Members.
• Promotes and informs Team Members about all training programs/initiatives.
• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations and experiences.
• Helps Team Members identify specific behaviors that will contribute to service excellence.
• Ensures Team Members receive on-going training to understand guest expectations.
• Uses effective training methods to ensure Team Members have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
• Observes service behaviors of Team Members and provides feedback to individuals and/or managers.

Evaluating Training Programs Effectiveness

• Monitors enrolment and attendance of training classes.
• Meets regularly with participants to assess progress and address concerns.
• Partners with operational leaders to assess if Team Members demonstrate effective technical and leadership skills.
• Reviews guest comments, guest satisfaction results, emotional audit and other data to identify areas for improvement.
• Ensures adult learning principles are incorporated into training programs.
• Developing Training Program Plans and Budgets
• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
• Assists with making any necessary adjustments to training methodology and/or re-trains as appropriate.
• Assists in establishing guidelines so Team Members understand expectations and parameters.

Qualifications

• • College degree in Human Resources, Education, or related field
• • Previous experience in Training & Development
• • Strong communication, training and presentation skills
• • Passion for leadership

Additional Information

Thai language skill is a must