Director of Quality, Learning & Development

at  Mandarin Oriental Hotel Group

Position: Director of Quality, Learning & Development (Full time #539734)
Property / Office: Emirates Palace, Abu Dhabi
Location: Abu Dhabi, United Arab Emirates

FUNCTIONAL & TECHNICAL SKILLS

Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. Is knowledgeable about, and role models, the MOHG SOPs and LQEs.

SKILLS & QUALIFICATIONS:

• Extensive experience in L&D and Quality Management, preferably within the hospitality field or high-end customer service discipline and/or managerial experience in luxury hotel
• Problem solving and action plan formulation.
• Requires high levels of interaction with all members of staff. Exchanging ideas, information and opinions with others to formulate programs and arrive jointly at decisions, conclusions and solutions.
• Possess high degree of stamina, agility and flexibility
• Able to present themselves with an uplifting personality as well as presenting a high degree of confidentially.
• Knowledge on developing training programs
• Strong Computer literacy: Microsoft Office Suite and Internet, digital imaging knowledge.
• Excellent communication skills
  Advertised: 10 Jun 2024 Arabian Standard Time
  Applications close: 30 Aug 2024 Arabian Standard Tim

DUTIES AND SUPPORTING RESPONSIBILITIES

• Strategically planning and managing L&D, Performance Management and Quality Assurance
• Communicating and maintaining the following Mandarin Oriental Hotel Group’s Learning & Development Standards along with the Executive Committee, Hotel Manager and General Manager
• Move In Orientation
• Departmental Training
• Off-Job/Classroom Training Programs
• Supervisory/Management L&D
• Managing L&D for the Hotel
• L&D Administration and Resources
• Planning, implementing and reviewing learning and development for the hotel and individual departments
• Ensuring colleagues training needs are met by arranging resources for training to be conducted throughout the hotel (i.e. providing a first-class training environment emulating our guests meeting environment)
• Designing, delivering and arranging training programs to address specific training needs
• Assisting all department heads with making and implementing training decisions in their areas
• Maximizing learning by providing a creative, fun and exciting environment in delivering training programs such as: Move In orientation, On-Job Training, Group Training Techniques program, Interviewing for Success, Presenting for Success, MOve Up, MOve Forward, Managing Learning & Development and any new training programs as provided by Corporate Learning & Development
• Managing internal and external (Food Handlers certification) training documentation within the property
• Reporting on status of training for each colleague within the hotel
• Controlling training expenses and managing expenditures to meet the property’s needs while remaining within budget guidelines
• Coordinating outside training requirements
• Advising the Executive Committee on strategic issues involving training
• Participating in Corporate initiatives, such as yearly conferences, LQE Workshops, pre-openings, Cultural Exchange Ambassador, development of new programs
• Managing the Performance Management Cycle (MPD) for all colleagues
• Assisting with succession planning for all colleagues
• Supporting all efforts to enliven our Company’s Mission, Guiding Principles and Legendary Quality Experiences throughout the hotel
• Managing the hotel quality assurance program by facilitating Quality meetings, analyzing data from Guest Satisfaction Loyalty Surveys (LRA), mystery shops/inspections (MOQA, Forbes, AAA, Coyle, etc.), and ensuring follow up
• Assisting with other Human Resources functions as needed.