Specialist, Learning + Development (Consumer Operations)

About the job

JOB SUMMARY

Responsible for the coordination, logistics, support and reporting of Consumer Operations training programs within designated markets for property and above property teams. This position requires attention to detail, project management abilities and digital tools management as well as systems learning abilities. The Specialist, CO L+D provides an exceptional experience for participants through professional, energetic, and enthusiastic program management and support. Also acts as an ambassador for the CO L+D team therefore demonstrates commercial knowledge.

EXPECTED CONTRIBUTIONS

Delivery Logistics and Admin

• Managing Consumer Operations L+D programs including registration, administration, materials, pre and post program activities and logistic/venue arrangements

• Working with participating properties and host properties and vendors to ensure that training sessions are set up for success

• Provide timely and accurate system support in creating, monitoring and maintaining training records on the company’s online learning program

• Forecasting and preparing budgets for all L+D programs and complete a break-even analysis prior to the program being confirmed and produce an accurate actual P+L once the program has been completed

• Maintaining the Continent training calendar, team productivity reports, updated L+D curriculum versions as well as inventory management of L+D and talent management materials

• Organizing and communicating the Training Calendar effectively on a regular, timely basis

Performance Advisory + Design, Development and Deployment

• Plays an active role in the training needs analysis process for the Continent including collating information and analyzing trends

• Assisting with the organization of design sessions, focus groups, pilots, walk-throughs

• Working with the team on developing implementation, sustainment, and measurement strategies to help transfer acquired knowledge to the job.

• Supporting the team in creating PowerPoints, workbooks, job aids and other program materials

• Creating virtual instructor led training templates and guidelines

• Working with the team on program deployment strategies and logistics

• Working with vendors engaged to provide instructional design materials

• Developing and maintaining a central repository of all program materials

• Providing a comprehensive content management service that ensures that the L+D team and properties always have the most up to date materials available

Learning Management System Support

• Provide Consumer Operations L+D system support for Learning Management System (mHUB, Digital Learning Platform, Digital Learning Zone)

• Understand and promote the utilization of the system and relevant tools

• Test online learning content and system capabilities where necessary

• Create and maintain request forms (such as training addition and removal etc.)

• Generate and provide accurate and timely results for key APAC Consumer Operations L+D initiatives including but not limited to training saturation levels

• Support the generation of post-training feedback for training where needed

• Create the monthly Consumer Operations L+D dashboard

• Generate and distribute learning reports for key L+D initiatives

Projects/Other Consumer Operations L+D Support

• Supporting any other ongoing Consumer Operations L+D projects and initiatives

CANDIDATE PROFILE

Experience

• Internships in Hotels, F&B or other Service Industry.

Skills and Knowledge

• Excellent command of spoken and written English and Chinese

• Knowledge of overall hotel operations is a benefit but not essential

• Ability to use standard software applications including Word, Excel, Power Point, Teams and use of audiovisual equipment

• Planning skills

• Self-Motivated and ability to take initiative action without relying on directions from others all the time, whilst keeping Direct manager informed

• Ability to network and build relationships by various communication means

• Ability to exercise flexibility rather than rigid adherence to procedures in order to accomplish goals

• Strong problem-solving skills; encourages new innovative solutions when appropriate

• Strong communication skills (verbal, listening, writing)

• Effective conflict management skills, respecting a diverse, multi-cultural environment

Education or Certification

• University degree in Hotel or Business Management preferred

• College grad or equivalent minimum requirement