The Cluster Assistant Learning & Development Manager reports to the Cluster Director of People & Culture and is responsible for establishing, administering, and facilitating comprehensive training and quality initiatives across two properties.
Summary of Responsibilities
Establishment of Training Tools
- Conducts training needs analysis and creates content to address identified gaps.
- Contributes to making learning materials creative, visually engaging, and learner-friendly.
- Compiles and updates requisite technical training manuals and tools in collaboration with the Cluster Director of People & Culture.
- Is familiar with learning and development content and initiatives and ensures these are fully implemented within the two properties.
- Reviews and implements learning and development policies within the properties.
- Helps in coordinating and supporting the yearly performance management cycle for all employees and tracks all respective development needs.
- Ensures certificates for all programs successfully completed are prepared and issued.
Administration
- Compiles course/training requirements, attendance records, and feedback on the effectiveness of training initiatives.
- Compiles hotel inspection reports and on-the-job observance reports.
- Attends On the Job learning training sessions conducted by departmental trainers and provides feedback and coaching.
- Ensures proper course material and updated job descriptions are available for all departments, continuously adapting them with relevant supervisors to meet operational requirements.
- Coaching of supervisors/Heartist on training matters and service standards.
- Establishes monthly training, quality, and business summary reports according to the Hotels’/regional office requirements.
- Implements Fairmont and Accor Learning & Development Standards.
- Co-ordinates the updating of personal files of Heartists together with the P&C Department.
- Ensures that individual development plans are put together annually for all colleagues in the two hotels.
- Proper Quality Reporting and action planning implementation according to the set time frame.
- Works with departments to identify training requirements and ensure sessions support colleague performance and engagement.
- Tracks training attendance to ensure compliance.
Training
- Facilitate interactive workshops, focus groups, and training sessions for the Heartists.
- Conducts 'train the trainer' programs for new departmental trainers and mentors them in the training role.
- Interviews and selects departmental trainers for the respective departments.
- Conducts, co-ordinates, and supervises all kinds of internal technical training and courses for supervisors and departmental trainers.
- Ensures that departmental training schedules are established every month in advance.
- Oversees the property induction process and programs – including Onboarding and Heartist Culture.
- Ensures completion of all training according to the company Training Matrix.
- Evaluates and updates property training programs and initiatives, ensuring all training material and content are relevant and up to date.
- Identifies strategic partners for the development and delivery of training when appropriate.
- Drives e-learning within the property to fully maximize content availability.
- Follows up with participants of external courses (including Area Learning Forums and ACCOR Academy) to ensure learning is applied in the workplace.
Quality
- Tracks training needs identified in all LQA audits to ensure gaps identified are closed.
- Trains operation teams on LQA standards.
- Monitors guest feedback and staff performance, assesses the pros and cons, and assists in finding keys to develop and maintain high quality.
- Promotes quality and performance improvement throughout the hotel.
- Identifying relevant quality-related training needs and delivering relevant training.
- Conducts internal Audits and inspections to ensure standards and objectives are met.
- Coaches and motivates managers, supervisors and Heartists, displaying high influencing skills.
- Performs special projects and other duties as assigned by management as required.
General
- Driving and implementing engagement activities for all Heartists.
- Champion the Fairmont service culture by translating the brand’s heritage, storytelling, and heartfelt hospitality into immersive training programs that elevate guest experiences, foster genuine emotional connections, and uphold Fairmont’s legacy of timeless luxury.
- Follow department policies, procedures and service standards.
- Familiar with the Trust You and Quality related systems.
- Fully understands LQA standards.
- Spearheads all Learning and development initiatives and activities launched through the regional learning and development meetings.
- Informs GM-HODs-Supervisors regarding new learning initiatives and implementation process.
- Tracks and reports all new development programs.
- Is familiar with all related hotel documentation and especially with the relevant Operational Standards Manual.
- Activities shall be guided by the principles shown within the Learning and Development purpose and objectives.
- Takes personal care of a regular exchange of technical know-how with his/her colleagues from learning & development at the Corporate Office.
- Follows all safety policies and procedures.
Metrics
- Learning and Development Audit
- LQA Audit
- Trust You
- Learning & Development Budget.
Qualifications
- 2–3 years’ experience in L&D, HR, or training coordination roles.
- Bachelor's Degree in Human Resources, Business Administration, Organizational Psychology, Hospitality Management, or a related field.
- Minimum of 1 year of experience in operational leadership roles within the hospitality industry, with a strong understanding of hotel operations and management.
- Proven track record in supporting training program design, delivery, and evaluation.
- Proven track record of successfully developing and implementing comprehensive learning and development strategies.
- Certification as a Trainer or equivalent, demonstrating expertise in adult learning principles, instructional design, coaching and facilitation techniques.
- AccorHotels Academie Trainer Pass Dimension certification or equivalent accreditation from a recognized hospitality training organization.
- Demonstrated ability to effectively lead and manage a team of departmental trainers and middle management fostering a culture of continuous learning and development within the organization.
- Strong communication and interpersonal skills, with the ability to build effective relationships with stakeholders at all levels of the organization.
- Proven ability to drive innovation and change in L&D practices, keeping abreast of industry trends and best practices to ensure the organization remains competitive in talent development.
- Experience working in 5-star Hotels is required.
.png){kind=logo}
