Hotel Training Manager

4 days ago

Cebu City, Central Visayas, Philippines Maayo Leisure Group Full time

The Hotel Training Manager is responsible for designing, implementing, and overseeing training programs to enhance the skills and performance of hotel employees. This role ensures that all hotel staff are well-equipped with the necessary knowledge and abilities to deliver excellent guest service, comply with operational standards, and contribute to the overall success of the hotel.

Key Responsibilities:

Training Needs Analysis:

  • Conduct regular assessments to identify skills gaps and training needs across all hotel departments (e.g., front desk, housekeeping, food & beverage, maintenance, etc.).
  • Work closely with department heads and hotel management to create tailored training programs that meet both operational and customer service goals.

Program Design and Development:

  • Develop and implement training programs and materials focused on customer service, hotel operations, safety procedures, compliance (e.g., OSHA, ADA), and leadership development.
  • Design and deliver training sessions in areas such as guest interaction, conflict resolution, upselling techniques, team collaboration, and hotel-specific software systems.

Training Delivery:

  • Facilitate in-person and virtual training sessions for new hires (onboarding), as well as ongoing development for current employees.
  • Ensure all hotel employees understand service standards, brand expectations, and safety regulations.
  • Use role-playing, demonstrations, and interactive techniques to ensure training is engaging and practical.

Training Evaluation:

  • Monitor and assess the effectiveness of training programs through surveys, feedback, and employee performance.
  • Collect data on guest satisfaction and employee performance post-training to measure improvements and areas for further development.
  • Adjust programs and methods based on feedback and results.

Continuous Improvement:

  • Stay updated with the latest trends in hospitality training, customer service practices, and hotel technology.
  • Introduce new training tools and methods to keep training relevant, effective, and engaging.
  • Encourage a culture of continuous learning within the hotel.

Team Leadership and Support:

  • Lead the training team (if applicable) and provide coaching and mentoring to department trainers.
  • Offer guidance and support to department managers in implementing effective on-the-job training.
  • Promote teamwork and foster a positive learning environment.

Compliance and Safety Training:

  • Ensure that all employees are trained on safety and compliance-related topics (e.g., emergency procedures, health and safety regulations, fire safety).
  • Coordinate and schedule required safety drills, such as fire evacuations, first aid training, and other mandatory certifications.

Collaboration and Stakeholder Engagement:

  • Work closely with HR, department heads, and management to align training with hotel objectives and operational needs.
  • Ensure training programs support employee career development and retention.

Budget and Resource Management:

  • Manage and monitor the training budget, ensuring resources are used efficiently.
  • Source and manage external trainers or consultants when necessary, ensuring cost-effective solutions.

Required Qualifications:

  • Bachelor's degree in Hospitality Management, Human Resources, or a related field (or equivalent work experience).
  • Minimum of 3-5 years of experience in hospitality training, preferably in a hotel environment.
  • Strong understanding of hotel operations, guest service standards, and safety compliance regulations.
  • Exceptional communication, presentation, and interpersonal skills.
  • Experience in designing and delivering engaging training programs.
  • Ability to assess employee performance and provide constructive feedback.
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