Learning Executive

Founded in 1933 in Portugal, Tivoli Hotels & Resorts has built and maintained a distinct charismatic character and elegant personality in all its properties. From cosmopolitan hideaways to seaside paradises and a growing global portfolio, Tivoli curates exceptional services and experiences for its cherished guests.

KEY DUTIES AND RESPONSIBILITIES

Please note that this is not an exhaustive list of everything that needs to be done.  Minor Hotels Team Members always find new ways to look after the business, their guests, and their colleagues. Within this, the key responsibilities for this position are:

Training Strategy and Planning:

• Assist in identifying the training needs of the hotel/property.
• Coordinate and track all trainings being carried out in the hotel/property.

Training Operations:

• Deliver hotel/property-wide training courses for all Team Members.
• Meet with departmental trainers regularly and provide training, coaching and support to ensure training effectiveness. Provides help in coordinating training for these trainers too.
• Lead the Orientation process for all new Team Members.
• Promote and inform Team Members about all training programs/initiatives.
• Display leadership in guest hospitality, exemplify excellent customer service and create a positive atmosphere for guest relations and experiences.
• Help Team Members identify specific behaviors that will contribute to service excellence.

•   Ensure Team Members receive ongoing training to understand guest expectations.

•   Use effective training methods to ensure Team Members have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.

•   Observe service behaviors of Team Members and provide feedback to individuals and/or managers.

Evaluating Training Programs Effectiveness

• Monitors enrolment and attendance of training classes.
• Meet regularly with participants to assess progress and address concerns.
• Partner with operational leaders to assess if Team Members demonstrate effective technical and leadership skills.
• Review guest comments, guest satisfaction results, emotional audit and other data to identify areas for improvement.
• Ensure adult learning principles are incorporated into training programs.

Training Program Plans and Budgets

• Identify performance gaps and work with managers to develop and implement appropriate training to improve performance.
• Assist with making any necessary adjustments to training methodology and/or re-trains as appropriate.
• Assist in establishing guidelines so Team Members understand expectations and parameters.

Managing Training Budgets

• Assists with the development of the Training budget as required.
• Assists with managing budget in alignment with Human Resources and hotel/property financial goals.
• Assists with managing department controllable expenses to achieve or exceed budgeted goals.

Onboarding

• Assist in the on-boarding process of newly hired team members based on MINOR standards.

Employee Appreciation

• Assist in organizing social activities for the team members (sport activities, excursions, town hall meetings, communication meetings, tea time with GM, MINOR founder day activities, other CSR activities etc.). 

• A genuine interest in supporting the personal and professional development of all hotel employees. 
• An affinity with people, an open, approachable, and culturally sensitive nature.
• Ability to work effectively at department head level to ensure team members are released for training attendance.
• Ability to coach people and take responsibility for developing their performance, giving feedback and guidance.
• Passion about improving customer service, focus on achieving results.
• Operational experience in any hotel function.
• An aptitude for and interest in learning and understanding new delivery mechanisms, including web-enabled training.
• Strong knowledge and familiarity with Microsoft Office software.