Shangri-La Hotel, Jeddah will be housed in a prominent development with a
236-room hotel and serviced residences in Jeddah, the second-largest city in
Saudi Arabia and the principal gateway to Mecca. Offering stunning views over
the water, the hotel will feature four restaurants, function areas totalling
2,118 square meters, luxury spa and fitness areas, a swimming pool, children's
club and several lounges.
What will it be like to work for Shangri-La?
You’ll find the Shangri-La family comes from many different backgrounds, and
we work in an amazing variety of the role, Yet, we are all united by the same
passion to delight, and are hungry to learn and share new skills. Every day,
we strive to bring our core values to life: respect, humility, courtesy,
helpfulness and sincerity. All these ideas combine to make Shangri-La a unique
culture to work in. We are diverse, warm and caring but also demanding,
dynamic and innovative. A Learning & Development Director will act as a change
catalyst for cultural and organizational transformation through the
development of function excellence among Team Members.
What will I be doing?
Organizing and monitoring training activities of the hotel, particularly to
ensure that said activities are in line with Hotel goals and objectives.
Assists in the implementation of systems and programs in employee relations
and revenue generation which assist in accomplishing hotel and department
goals and objectives.
Performance Monitor (Individual Guest and Events Management): improvement
of overall stay experience ratings for individual guests, overall event
satisfaction ratings for events management, and acceptable sample disposition
data
Core Competencies
Training Needs Analysis, Training Planning, Implementation and Monitoring,
Hotel Orientation/Induction, Trainer Skills, Trainer Evaluation, Department
Training, Performance Appraisal
Performance Monitor (Individual Guest and Events Management)
Performance Research: Improvement of Shangri-La and Benchmark Standards
ratings.
Project Team Management and Facilitation: Ensure 100% completion of all
project scopes and meet/exceed PM goals of all teams
Partner with Divisional Trainers in ensuring Divisional Core and Task
Competencies and Standards are adhered
Assesses training needs based on Performance Monitor Report, Performance
Development Reviews, We Value Your Opinion, employee feedback, guest comments,
business result, observation, among others.
Compliance the Training Need Analysis as per SLIM guidelines.
Assists in developing an annual training plan for general skills, knowledge,
languages, and areas for improvement based on the result of training need
analysis and revise when needed.
Assists in developing internal programs and prepare Trainer’s Kits (Instructor
Guide, Participant’s Workbook) as needed.
Obtains structured feedback from participants of major training programs,
especially generic training.
Conducts monthly orientation for a new hire.
Introduces Shangri-La Group, Vision, Mission, Philosophy, Guiding Principles,
and Shangri-La Care and other core service skills and knowledge training.
Evaluates effectiveness of Orientation/ Induction program and provide
recommendation for improvement
Ensures the cascading of SLA Trainer Skill I and II especially for identified
Departmental Trainers.
Implements course evaluation for a program such as Orientation, Shangri-La
Care, IM, Trainer Skills I & II, Language Training & STAR Training.
Conducts Shangri-La Care and Shangri-La Care… Our Culture follow-up
meetings/training.
Assists in identifying training needs for each department.
Regularly monitors departmental training activity progress.
Assists in coordinating the scheduled Performance Development Review by
conducting training to all staff, except for Service Executive levels.
Assists in fostering beneficial communication and network with relevant
external agencies and organizations.
Carries out other projects assigned by Management (Environmental protection,
process improvement team, Performance monitor team, Customer Delight Program,
and others)
Oversees library operations, ensuring loaning out procedures are implemented
and there is a periodic publication of library materials available for staff
use.
Personally, responsible for updating the Product Knowledge Manual on a regular
basis.
As assigned and at all opportunities, assists guests directly and indirectly
in order to provide them with a delightful staying experience in the hotel.
Is fully aware of and complies with the Hotel’s environmental policy and
established rules and guidelines.
Performs such other functions as may be delegated by management from time to
time.
Supervises the management of the Training Department.
Formulation and implementation of generic training, especially the Shangri-La
Care core modules.
Practices and role-models the Guiding Principles and the Core Values of
Shangri-La Hospitality.
Be environmentally friendly, reduce waste, recycle when possible, and reuse
whenever applicable
What are we looking for?
At least 2 years as Training Manager or Quality Manager in a similar size
hotel.
Thorough knowledge of modern learning and development tools and technique
Behavioral Science/ Psychology graduate
Self-starter, Team-builder, Goals-oriented
Tactful and sensitive to Colleague needs
Demonstrated ability to develop interpersonal relationships
Exceptional presentation and grooming
Committed to delivering a high level of customer service, both internally and
externally
Proficiency, at an intermediate level, with Microsoft Word, PowerPoint