Company DescriptionReporting to the Hotel Manager with a dotted line to the Director, Talent \& Culture, the Manager, Quality \& Training is responsible for providing a strategic approach to Training and Operational Service Excellence. This individual needs to act as a role model for our brands mission, service culture and values. This position will champion all operational training and service improvement initiatives -- analyze guest and colleague feedback, communicate, implement and ensure understanding of the importance and value of utilizing the systems and tools in continuously improving the key strategies to achieve the hotel goals.
The Manager, Quality \& Training will partner with and support all hotel leaders in meeting and/or exceeding their goals relating to Guest Centric Measurables. Job DescriptionWhy work for Fairmont Pacific Rim? Wonderful company culture -- our colleagues are at the heart of all we doA competitive salary starting at $75,000.00Excellent training with the opportunity to build a successful career
Competitive extensive benefits package including health, paramedical, dental, vision, life and disability insurance for those meeting eligibility requirements
Company-matched pension plan and ability to enroll in the GroupComplimentary hotel stay for newly hired employees with breakfast for two through BE OUR GUEST program
Complimentary work meal through our Colleague Dining ProgramEmployee benefit card offering discounted rates in Accor worldwide for you and your family
Learning programs through our Academies designed to sharpen your skills
Ability to make a difference through our Corporate Social Responsibility activities
Career development opportunities with national and international promotion opportunities
What you will be doing:Champion Art of Hospitality (Forbes, LQA and AAA) hotel wide and all associated with it in evaluating results year on year through gap needs analysis. Responsible for the coordination of operational training for the hotel, including:Review, plan and deliver annual operational monthly training plans and execute trainings and monitor such. Chair Service Excellence Committee monthly meetings to ensure seamless service according to our standards based on guest feedback.
Coordinate \& execute the Service Excellence monthly meetings to ensure Guest Centric Measurables/data analysis and operations standards are included in training and such in the form of action plans and more. Interview prospective Departmental Trainers, along with Division Heads, Talent \& Culture, to assure fit to the role and responsibilities and facilitate a continuous learning culture. Conduct regular training needs analysis to help ensure our training tools (Job Task Check Lists (JTCs), Departmental Bite Sized Trainings, Standard Operating Procedures'/Syllabus/Sequence of Service etc.
) are aligned with and address hotel Pac Rim standards (Forbes \& LQA) and are ingrained in training processes. Ensure that SharePoint is updated and reviewed monthly on usage and access to systems. Follow up and support Departmental Heads to ensure that departmental training is ongoing in their respective areas and meets all requirements outlined in the Service Excellence Committee meetings with the relevant teams.
Partner with Talent \& Culture to align and deliver hotel operational training to overall learning programs at Fairmont Pacific Rim, as well as to coordinate any external operational training needed for the hotel. Work one on one with departmental leaders to uphold service excellence standards
Training leader and departmental trainers to deliver meaningful and consistent learning experiences
Be visual and active in Operations and a support in peak times of Operations to monitor and assist colleagues and guests as and when required
Analyze TrustYou (VOG) feedback
Work with Operations Teams on top issues at both a Division head level and Departmental trainer level.Communicate key drivers of guest satisfaction by producing monthly reports and providing insight and recommendations, trends, service gaps and opportunities for improvement.Own the Guest Recovery (SCORE) processTrainingTrackingAnalyze, reports and reduce the recurrence of trend defects
Handle guest resolution when escalated
Work with departmental leaders to develop and maintain a robust quality control within the hotel through
Internal Auditing, Executive on Duty ProgrammeHotel Walkthroughs particularly related to product defects that reoccur
Facilitate process improvement initiatives. Educate and train new Leaders/Colleagues on the foundations of the service excellence models and processes, how to use those tools for continuous improvement that can also help with individual performance of colleagues. Responsible for working with the Departmental Trainers, Department/Division Heads for all new colleagues on boarding in ensuring that their 21, 45 and 90 day reviews are conducted/documented and submitted timely and that testing, coaching actions is done between the 45 and redone at the 60 day period to be able to determine the success of new joiners in delivering to company expectations/standards in all areas.
Support the Talent \& Culture team with certified Trainings and Corporate training programmes. Other duties as assigned by the Hotel ManagerQualifications Your experience and skills include:Minimum of 2 years in a similar role is an asset
Passion for guest service
Excellent English written and verbal communication, interpersonal and leadership skills
Highly organized, results-oriented with the ability to be flexible and work well under pressure
Degree or Diploma Hospitality Management is an asset
Strong guest service and training skills background required
Ability to work independently, prioritize responsibilities and multitask
Experience with a Hotel loyalty program an asset
Computer proficiency in Opera \& MS Office (Word, Excel, PowerPoint)Be familiar with Fire Safety practices and emergency procedures
Additional InformationVisa requirements: Successful candidates must be legally eligible to work in Canada. The hotel is unable to assist candidates with Canadian work authorization. Our commitment to Diversity \& Inclusion:We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
Why work for Accor? We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality.
We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities. By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/ Do what you love, care for the world, dare to challenge the status quo!
BELIMITLESS #GREATPLACETOWORK
