LEARNING & DEVELOPMENT MANAGER/ANA InterContinental Tokyo

Duties include but are not limited to: 

• The Learning & Development Manager is responsible for overseeing, directing and providing trainings for all levels of employees in the hotel. This role is to provide knowledge, skills and attitude that drives employee engagement, guest engagement and performance excellence. He/she is also responsible to develop hotel department trainers and assist in the identification of training needs.

Main duties and responsibilities (main activities of the role)

• Analyse current training and development needs for the hotel departments and individuals and make strategic recommendations to QCI manager as required.
• Can localize and is familiar with IHG brand quality and training standards.
• Can establish an effective training program development, including:
  • Orientation for new employees
  • Train the Trainer program 
  • Customer service training
  • Technical job-specific trainings (as per departmental standards operating procedures)
  • Management skills training
  • Management and leadership development program
  • Fire safety trainings
  • Sales skills
• Track, input, maintain and audit all individual employee training records regarding in-house programs as per objectives 
• Keep all training records up to date for the hotel
• Establish a training resources library that includes books, videos, journals and audiovisual materials to support trainers in delivering training programs and personal development of their staff.
• Collaborate with department heads to design, create and implement training programs that will meet specific department needs, and ensure that training session plans and training delivery are effective.
• Participate in department training sessions, conduct meeting to review performance trends
• Use IHG benchmarks to monitor the success of your training program and adjust your strategies accordingly. Example: ESPS, GSTS, budget achievement, etc.
• Assist department trainers in creating and delivering departmental trainings.
• Create effective, monitor and evaluate training programs for:
  • Candidate for managerial position
  • All staff
  • Hotel school trainees, etc.
• Establish a network of specialist training professionals to assist in the delivery of specific training programs or advanced courses.
• Ensure that department heads are accountable for employee trainings in line with their department SOP
• Create monthly training reports for QCI manager and general managers, including:
• In-house training program implemented:
  • Participants
  • Number of participants
  • Training period
  • Trainee
  • Provision costs (including labor costs)
  • Expected return on investment, training goals
• External training program attended
  • Participants
  • Number of participants
  • raining period
  • Trainee
  • Provision costs (including labor costs)
  • Expected return on investment, training goals
• Collaborate with other IHG training managers to share experiences and resources
• Collaborate with educational institutions that offer hospitality and training courses
• Keep current information and records up to date on provider of Learning Resources and Training Materials
• Providing a brief description of all available in-house programs to senior management and department heads
• Contribute to local activities by following the instructions of the QCI / manager
• Provide feedback to line managers regarding training timeline and formal performance assessment consultations in accordance with corporate guidelines
• Coach, counsel, monitor staff and provide them with constructive feedback to improve performance
• Communicate regularly with staff to maintain good relationships
• Work with direct reporting line to prepare, control and ensure effective use is made of the Training Department and related budgets;

• The Learning & Development Manager is also responsible for providing support to the leadership team, QCI Manager and operation departments on all Quality improvement activities. 

Required skills

• Establishing and maintaining effective employee relations and inter-departmental relationships.
• Demonstrate the ability to engage with customers, employees and third parties while bringing a positive image to hotels, brands and companies
• Company certification in training programs may be required, such as 360 feedback certification, GTC registration evaluator, nomination of accreditation evaluation center evaluator, etc.
• Microsoft Office advanced skills
• Problem-solving, analysis, argumentation, motivation, organizational and training capabilities
• High writing skills 

• Qualification
• Bachelor's or Master's Degree in HR Development, Education, Organizational Development

• Have 3 years of experience in a relevant field of work, or an equivalent combination of education and work-related experience.