Learning & Development Manager

Job Description

At Four Seasons we believe in recognizing a familiar face, welcoming a new one and treating every one we meet the way we would want to be treated ourselves. We believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. Our family members are masters of their crafts who believe in treating others as we would have them treat us.<br><br>Four Seasons can offer what many hospitality professionals dream of – an opportunity to build a life-long career with global potential and a real sense of pride in work well done.<br><br>In line with our plans for future growth, we are committed to staff levels that are in keeping with our extraordinary staff-to-guest ratios. We believe that attitude counts as much as skill. As a result, Four Seasons hires motivated people who we train to perform superbly, while we create an environment where they can flourish.<br><br>Ultimately, our culture breeds success, and rewards it in many different ways.<br><br>Work on a team that is built on mutual respect, collaboration, excellent service and a passion to exceed guest expectations by providing the most memorable guest experience.<br><br>Four Seasons Cairo at The First Residence is looking for a <strong><u>Leaning &amp; Development Manager</u></strong> who shares our passion for excellence and is enthusiastic about creating the ultimate service experience.<br><br><strong><u>Key Knowledge<br></u></strong><ul><li>Adult learning styles and principles</li><li>Needs Assessment methodologies and learning needs identification</li><li>Learning technologies, such as e-learning options and distance learning</li><li>Theories and types of evaluation for measuring program financial impact, such as Kirkpatrick’s 4 levels</li><li>Project planning tools and processes</li><li>Communication and influencing strategies</li><li>Human Resources systems and how they integrate, such as recruitment, selection, compensation, performance management</li><li>Basic budgeting, accounting and financial management</li><li>Current on industry trends affecting workplace learning</li><li>Key Actions:</li><li>Implements Vision: Creates a compelling picture of how the learning function can improve the performance of the hotel and execute the strategy.</li><li>Establishes Strategies: Develops long-range learning, development, human performance strategies to implement the vision.</li><li>Manages Staff: Responsible for an indirect reporting relationship with the Designated Trainers, ensuring their roles and responsibilities are supported, developed, and adhered to in standards achievement. Trains new Designated Trainers when required.</li><li>Manages Peers: Ensures new managers to the company are given the knowledge and skills to successfully complete their 90-day probationary period. Trains managers to train their employees in the needed skills area.</li><li>Supports Planning Committee: Trains and assists Planning Committee members to conduct management development programs, and blended learning programs to their direct reports.</li><li>Drives Standards Achievement: Is a champion for Core and Culture Standards achievement through training, testing, campaigns, and initiatives.</li><li>Operation Focused: Is involved in ensuring the necessary training and learning is conducted in departments on a consistent basis.</li><li>Identifies Guest Expectations: Works with hotel management to identify performance gaps through the analysis of Glitch Reports, Guest Comment Cards and Richey International Spotter Reports.</li><li>Facilitates Programs: Is able to facilitate learning programs for managers and employees when required.</li><li>Collaborates with Managers: Consults with managers to determine solutions to needs and implement change initiatives<br></li></ul><strong><u>Key Functions<br><br></u></strong><strong>People<br><br></strong>Active in identifying staff development needs at an individual &amp; group level Builds and maintains confidence and credibility with employees, supervisory and managerial staff Acts as an objective third party in counseling, problem solving or conflict situations where learning issues are involved Provides senior management with accurate and objective feedback for solutions with respect to employee relations and learning needs Identifies breakdowns in systems and processes amongst or within departments Actively solicits feedback from management on which learning programs are needed and the optimal time to schedule such programs or initiatives Regularly coaches and develops Designated Trainers (DT) in their role and responsibilities Trains Managers and Planning Committee Members to facilitate training programs for their direct reports Partners with peers and superiors to determine performance gaps and learning needs Develops solid relationships with all new hires to act as a supporting role during their probationary period<br><br><strong>Product<br><br></strong>Facilitate the Four Seasons Introductory Training Program modules (FSITP) for all new hires to standard Coordinate New Manager Orientation (NMO) and support those managers through the process Conduct Designated Trainer Workshops (DTW) and needed follow-up skill programs Co-facilitate and/or coach others to facilitate Management Development Programs (MDP) and Toolkits Coordinate and adapt the Supervisory Development Program (SDP) to local needs Rapidly create and develop blended learning programs that target management competencies. Participate in and support Hotel Committees (e.g. Safety Committee, Glitch Committee, Terry Fox Committee) Create and produce an annual Training Needs Analysis (TNA) and Training Plan Prepare and Produce monthly and quarterly Training Calendars Ensure Standards Training Manuals are updated and formatted correctly in departments Drive and participate in Standards achievement through testing, training, campaigns, and initiatives Produce relevant e-Knowledge Suite and Standards Testing Reports to determine trends and patterns Regularly benchmark the learning function with Corporate Learning Success Levels<br><br><strong>Profit<br><br></strong>Evaluate the effect of training programs and initiatives through measuring results and monitoring behavioral change Analyze service gaps in Glitch Reports, Guest Comment Cards, and Richey International Spotter Reports to improve service levels and close performance gaps Create and adhere to an annual budget for all training programs, initiatives, and learning resources<br><br><strong>Key Tasks<br><br></strong>Prepare and maintain training attendance records Adhere to the guidelines of the Management Development Update (MDU) Assist in coordinating and participate in employee relations events Coordinate and organize programs facilitated by internal and external trainers Market the learning function’s programs, initiatives, and e-Knowledge Suite Communicate the effects of the learning function through bulleting boards and Planning Committee meetings Attend scheduled Learning Manager conference Comply with all company policies on ethics (such as Sarbanes Oxley compliances for US hotels) The ability to ensure department training goals are set and achieved The ability to track department training hours monthly and annual for compliance and statistics<br><br><strong><u>Qualifications<br><br></u></strong>A university degree or equivalent experience required.<br><br>Minimum of 3 years experience working in a managerial capacity;<br><br>Experience in hotel operations, preferably Four Seasons or other service environments or;<br><br>Experience in adult education or a similar environment;<br><br>Experience managing in diverse cultures.<br><br><strong><u>What To Expect From Your Work Experience…You Will<br></u></strong><ul><li>Be part of a cohesive team with a singular focus on creating the best possible guest experience</li><li>Have the ability to demonstrate your unique personality and service style while achieving the brand standards that make us Four Seasons</li><li>Have career growth opportunities both within Four Seasons Hotel Cairo at the First Residence and worldwide with our company</li><li>Excellent Training and Development opportunities</li></ul>