Director of Learning

 

The Director of Learning will be responsible for the development of all levels of Colleagues in creating a culture committed to enhancing the guest and colleague experience.

To create an energetic and exciting learning environment across divisions while ensuring we work toward improving knowledge, skills and behaviors that are needed to drive business results.

To lead, develop and coach all levels of Colleagues to realize both personal and organizational goals through passionate commitment to the strategy and key goals of The Plaza and that of Accor Hotels.

Requirements

• Creation, implementation and facilitation of a Hotel Training Plan and budget that is aligned with the hotel’s goals and strategic plan
• Initiate, co-ordinate, execute and follow-up on all training activities within the hotel
• Facilitate, aid and support all brand and company sponsored training programs, Train the Trainer, Interaction Management, Lead Performance Review program, Harassment & Discrimination Training, Five Star Service Trainings, and other Corporate and Hotel specific learning initiatives
• Guide and assist each department in developing quality introductory and ongoing departmental training plans and learning activities; maintain active follow-up through on-going coaching and guidance and support
• Provide support and development of Departmental Trainers as required
• Initiate relationships and partnerships with industry associations, external training companies and academic counsels related to the hospitality industry
• Update training information in employee files, maintaining accurate records of learning activities and participant information
• Maintain an ongoing Training Calendar for the hotel; Champion Service Plus related initiatives
• Support Department Heads in the implementation and monitoring of core operating standards and service standards for The Plaza
• Monitor VOG Guest Satisfaction, Guest Name Usage and EES results, and support appropriate follow-up actions through collaboration with the Talent & Culture and Executive Team
• Coordinate, conduct, or facilitate in-house Audits to ensure standards are met
• Must be able to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure
• Ability to focus and maintain attention to performance of tasks and to work and complete assignments on time despite frequent stressful, emergency, critical or unusual interruptions
• Ability to express or exchange ideas by means of the spoken word; Must be able to verbally convey detailed instructions to employees or guests
• Ability to be resourceful, creative and maintain flexibility
• Ability to train, motivate, evaluate, mentor and direct employees and managers to meet desired ends
• Ability to maintain excellent relations with staff and maintain staff and guest confidentiality at all times
• Ability to manage by example
• Assist with general support for Talent & Culture office and participate and assist in other projects as required

QUALIFICATIONS

• 3 – 5 years experience in the 5 Star Hospitality / Service Industry, with minimum of two years in a Human Resources Leadership / Management role; previous extensive training experience a definite asset
• Post secondary education: HR management Certificate or degree/diploma an asset
• Confident & dynamic public speaker, able to communicate and interact effectively with all levels of an organization
• Enthusiastic and positive personality with ability to build trusting relationships with others
• Creative, effective leader and team player, possessing a high degree of professionalism, sound human resources management capabilities, business acumen, energy and determination
• Outstanding communication skills, both written & verbal
• Proven organizational skills, works well on their own, able to set and meet deadlines with quality results
• Computer literate with working knowledge of; Excel, MS Word, PowerPoint and other related computer applications

 

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.