Trainer

Job Description

General Responsibilities

• Consistently offers professional, engaging and friendly service
• Together with Food and Beverage ‘Divisional Operations Team’ create, organize and facilitate F&B specific Leaders Training for all existing and arriving Leaders within the F&B Division.
• Conduct and track regular internal audits in order to evaluate the effectiveness of training initiatives in meeting our Colleague Engagement and business objectives in addition to providing recommendations for improvements
• Identify training needs or gaps and implement solutions to maximize results to positively impact the Food & Beverage division’s productivity and performance
• Manage annual F&B training budget and submit accurate records of monthly, quarterly and annual training activities and charges
• Facilitate and/or support corporate learning programs and strictly focus on achieving brand VPVs
• Assist Department Managers in the development and implementation of on-going training in addition to monthly training calendars to meet specific departmental and division wide needs
• Follow up with Leaders to ensure departmental orientation/training materials are current and Job Task Checklists are utilized for all new colleagues
• Prepare learning materials
• Working with all F&B leaders to develop and execute a uniform on-boarding process for all new colleagues to the division
• Provide Leadership support for the successful completion of performance reviews. Run reports on all outstanding performance reviews
• Support Leaders and Colleagues in the creation and follow up of Individual Development Plans
• Work closely with the Hotel Training Manager to identify and partner with external organizations that can support the Hotel’s Learning strategy
• Update all training records
• Participate and assist with daily line up training.
• Conduct various F&B specific training courses for restaurants (i.e.Suggestive Selling, Product Training, Service Polish, Service Standards, Point of Sale/Cash Handling  training to ensure financial accuracy within food and beverage outlets).
• Ensure compliance with all safety regulations of assigned tasks, and ensure a clean and safe working environment with active participation in the hotel health and safety program
• Ensure adherence of all environmental policies and programs as required
• Provide assistance to F&B colleagues according to business level
• Assist with recruitment initiatives within the division as well as other miscellaneous duties as assigned

Executing Quality Training Programs

• Develops specific training to improve service performance.
• Drives brand VPVs and philosophy in all training and development activities
• Partners with L&D team to ensure transfer of learning in the Resort /classroom takes place.
• Identifies performance gaps and works with outlet managers to develop and implement appropriate training to improve performance
• Recognize associates for involvement in the quality process.

Managing Quality Tools

• Assures that management practices at all levels are aligned with quality tools
• Assures the tools for continuous improvements are in place and being utilized.
• Uses data collection methods to identify, compile, display, track, and analyze defect trends

Managing the Guest Experience

• Reviews guest feedback with F&B leadership team and ensures appropriate corrective action is taken
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
• Responds to and handles guest feedback, problems and complaints e.g.  Revinate sentimental Analyses (social media, TripAdvisor, Ota’s etc.)

Administering Employee Training Programs

• Promotes and informs employees about all training programs.
• Helps employees identify specific behaviours that will contribute to service excellence.
• Ensures employees receive on-going training to understand guest expectations.
• Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.

Evaluating Training Programs Effectiveness

• Monitors enrolment and attendance at training classes.
• Meets regularly with participants to assess progress and address concerns.
• Partners with all outlet managers to assess if employees demonstrate effective technical and leadership skills.
• Reviews Revinate sentiments, guest satisfaction results and other data to identify areas of improvement.
• Measures transfer of learning from training courses to the operation.
• Ensures adult learning principles are incorporated into training programs.

Developing Training Program Plans and Budgets

• Ensures all training and development activities (department specific and general property training) are strategically linked to the organization’s mission and vision.
• Identifies performance gaps and works with all outlet managers to develop and implement appropriate training to improve performance.
• Makes any necessary adjustments to training methodology and/or re-trains as appropriate.
• Aligns current training and development programs to effectively impact key business indicators.
• Establishes guidelines so employees understand expectations and parameters.
• Develops specific training to improve service performance.
• Drives brand values and philosophy in all training and development activities.
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
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• Observes service behaviours of employees and provides feedback to individuals and/or outlet managers.

Qualifications

Learning and Applying Professional Expertise

• Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
• Business Acumen - Understands and utilizes business information to manage everyday operations.
• Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
• Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

• Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
• Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
• Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.
• Writing - Communicates effectively in writing as appropriate for the needs of the audience.

Additional Information