Department: Human Resources & Training
Location: Egypt - Safaga
Description
The Training & Quality Manager is responsible for successfully onboarding, skill, and training the hotel
team through well designed and operationally viable blended learning solutions and
ensure that every corporate training initiative has been successfully implemented and
each hotel employee is to developed in both skills and competencies to deliver a
consistent beautiful performance that creates a signature differentiation for our brand in
the luxury hotel segment,includes ensuring optimal communication between
management, all administrative and operational departments. Quality assurance and
enhancement according to Kempinski standards and hotel-specific standards.
Key Responsibilities
- Analyse training needs and training effectiveness.
- Plan, design and deliver training programmes.
- Devise a training marketing strategy, which is evident both at the back of house
and reflected in campaigns or initiatives to address training topics/themes
accordingly. - Establish and foster relationships and partnerships with external suppliers,
training providers, and legal and safety entities. - Establish a training network according to Kempinski standards, including spending
time in operations to foster this network. - Coach and train managers and Departmental Trainers to improve departmental
performance. - Organise and supervise Kempinski DNA and brand immersion activities.
- Continuously seek and support new approaches, practices and processes to
improve the efficiency of the training services offered. - Train and develop Training team members.
- Identify potential training talent and propose & foster Master Trainer candidates.
- In absence of a Training Coordinator, ensure that the responsibilities are fulfilled.
- Lead by example and promote Kempinski's core values.
- Promote and implement Kempinski Corporate Training policies and procedures.
Quality Management:
- Daily processing of guest feedback on GSS, Review Pro, care/Compliment
entries and direct correspondence in cooperation with all administrative and
operational departments, including resubmission and ongoing guest
correspondence. - Implementation of individual quality measurements and guest surveys.
- Send daily updates about the current status of quality ranking on all channels
internally. - Analysis of the causes of guest dissatisfaction in cooperation with the
responsible department managers. - Implementation of improvement processes in cooperation with the responsible
department managers. - Implementation and sustainable continuation of Lobster Ops in cooperation with
the training department. - Establishment and maintenance of a sustainable quality management system,
including statistical analysis and analysis with solutions. - Implementation of a regular quality meeting structure with the creation,
implementation and adherence to quality action plans. - Creation and communication of a monthly quality snapshot for the 5th of a month
- based on the measured results of:
- GSS and Review Pro Feedback MTD & YTD, Care statistics, naming the top 3
weaknesses at the hotel level including measures, taking into account positive
feedback on employees, communication and DNA stories. - Significant promotion of the Care & Compliment culture, exhorting deviations with the
support of the Executive Committee where necessary. - Participation in internal meetings, referring to the quality management.
- Accompanying and implementing all Kempinski Guest Experience initiatives.
- Form control of the local policy & procedure structure as well as regular update management.
- Control the implementation of all Kempinski Policies, Procedures & Standards with feedback to the Executive Committee.
- Creation of a guest intelligence program and control of execution.
- Daily hotel inspection to check quality standards in Front of House and Back of
House areas. - Regular quality checks in cooperation with Lobster Ops.
- Best practice exchange with other Kempinski hotels.
- Active participation in HOD and Direct Line Meeting.
Skills, Knowledge and Expertise
- Bachelors or similar degree from an accredited college or university with major work in Tourism/Hotel Management or Education.
- One year in a similar position within a luxury brand.
- Ability to work and communicate in a multinational environment.
- Administration skills.
- Planning and organizational skills.
- Verbal and written communication skills.
- Presentation skills.
- Customer service skills.
- Budgeting experience.
- Team leadership skills.
Benefits
Founded in Germany in 1897, Kempinski Hotels has long reflected the finest traditions of European hospitality. Today, as ever, Kempinski is synonymous with distinctive luxury.
Located in many of the world's most well-known cities and resorts, the Kempinski collection includes hotels in a grand manner, pace-setting modern establishments, and older hotels of individual charm. All blend gracefully into their surroundings and offer luxurious accommodations, superb cuisine, and unrivaled facilities - complemented by impeccable service.
For leisure and business guests alike, the name Kempinski has long been synonymous with style, mobility, and efficiency. Put simply, they are the first choice for the discerning individual.
In addition to operating many of the finest city hotels in the world, Kempinski is a name that can now be found in many exciting resort locations, each combining local flair and ambiance with the international standards of service and luxury that Kempinski guests have come to expect.
