Manager - Training

Position Summary

• Operate under the general direction of the AVP - Training & Communications and in accordance with the objectives, performance and training standards established by the different leadership of the enterprise hotels and resort to support resort and spa aspects of training needs
• Conduct and plan robust butler training programs and structure in place within resort and spa operations
• Work with Foothub, Raffles, Grand Resort Deck and Banyan Tree resorts and spa leaders to identify the training needs and narrow down the service excellence gap
• Champions and advocates the Asian Heart attributes and supports the Galaxy hotel leadership to build upon our culture 

Primary Responsibility

• Assist and drive resort and spa training and ensure the team is trained to deliver thoughtful, intuitive and gracious service with highest level of consistency embracing elements of luxury 
• Responsible for the resort and spa training function in the enterprise hotel and resort operations and will assist AVP - Training & Communications in other areas and projects
• Be the guardian of the departmental ops training manual and standard operating procedures to ensure maximum comforts for the guests.
• Keep abreast of the industry best practices to evaluate the fitness, nutrition and mindfulness trends, identify the training needs and other market insight through regular research including competitor stay programs.
• Develop team strengths, identify areas for improvement and coach team members for their personal growth.
• Create a monthly resort and spa training calendar and ensure all scheduled trainings sessions are well attended.
• Has full knowledge of Foothub, Grand Resort Deck, Raffles & Banyan tree Hotel brand standards and ensure to be present and add value to the daily briefing as well as monthly meeting for spa and resort operations
• Ensure to be present and add value to the daily briefing as well as monthly meeting for spa & resort operations
• Identify areas of service shortfalls and develop Best in Class practices and service standards
• Coordinate closely with the supporting departments to ensure the delivery of highest level of guest experience in every touch points
• Be an innovator in suggesting the best practices of WOW moments and work with spa and resort operations teams to deliver luxury services to all guests

Requirements

• Minimum of 8 years of spa division or resort experience with at least 4 years in management position or similar capacity
• Good knowledge and understanding of spa and resort operations, spa PMS systems is preferred.
• Experience in delivery of training program
• Ability to collaborate well, be a team-player, coach, and develop others
• Excellent communication skills in English & Mandarin. Cantonese is an advantage but not a prerequisite.
• Bachelor’s degree in hospitality management