Trainer - F&B Background

General Responsibilities

Consistently offers professional, engaging and friendly service
Together with Food and Beverage ‘Divisional Operations Team’ create, organize and facilitate F&B specific Leaders Training for all existing and arriving Leaders within the F&B Division.
Conduct and track regular internal audits in order to evaluate the effectiveness of training initiatives in meeting our Colleague Engagement and business objectives in addition to providing recommendations for improvements.
Identify training needs or gaps and implement solutions to maximize results to positively impact the Food & Beverage division’s productivity and performance.
Manage annual F&B training budget and submit accurate records of monthly, quarterly and annual training activities and charges.
Facilitate and/or support corporate learning programs and strictly focus on achieving brand VPVs.
Assist Department Managers in the development and implementation of on-going training in addition to monthly training calendars to meet specific departmental and division wide needs.
Follow up with Leaders to ensure departmental orientation/training materials are current and Job Task Checklists are utilized for all new colleagues.
Prepare learning materials
Working with all F&B leaders to develop and execute a uniform on-boarding process for all new colleagues to the division
Provide Leadership support for the successful completion of performance reviews. Run reports on all outstanding performance reviews
Support Leaders and Colleagues in the creation and follow up of Individual Development Plans
Work closely with the Hotel Training Manager to identify and partner with external organizations that can support the Hotel’s Learning strategy
Update all training records
Participate and assist with daily line up training.
Conduct various F&B specific training courses for restaurants (i.e. Suggestive Selling, Product Training, Service Polish, Service Standards, Point of Sale/Cash Handling training to ensure financial accuracy within food and beverage outlets)
Ensure compliance with all safety regulations of assigned tasks, and ensure a clean and safe working environment with active participation in the hotel health and safety program
Ensure adherence of all environmental policies and programs as required
Provide assistance to F&B colleagues according to business level
Assist with recruitment initiatives within the division as well as other miscellaneous duties as assigned

Executing Quality Training Programs

Develops specific training to improve service performance.
Drives brand VPVs and philosophy in all training and development activities
Partners with L&D team to ensure transfer of learning in the Resort /classroom takes place.
Identifies performance gaps and works with outlet managers to develop and implement appropriate training to improve performance
Recognize associates for involvement in the quality process.

Managing Quality Tools

Affirms that management practices at all levels are aligned with quality tools
Ensures the tools for continuous improvements are in place and being utilized.
Uses data collection methods to identify, compile, display, track, and analyze defect trends

Managing the Guest Experience

Reviews guest feedback with F&B leadership team and ensures appropriate corrective action is taken
Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement
Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
Responds to and handles guest feedback, problems and complaints e.g. Revinate sentimental analyses (social media, TripAdvisor, Ota’s etc.)

Administering Employee Training Programs

Promotes and informs employees about all training programs.
Helps employees identify specific behaviours that will contribute to service excellence.
Ensures employees receive on-going training to understand guest expectations.
Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.

Evaluating Training Programs Effectiveness

Makes sure all training and development activities (department specific and general property training) are strategically linked to the organization’s mission and vision.
Identifies performance gaps and works with all outlet managers to develop and implement appropriate training to improve performance.
Makes any necessary adjustments to training methodology and/or re-trains as appropriate.
Aligns current training and development programs to effectively impact key business indicators.
Establishes guidelines so employees understand expectations and parameters.
Measures transfer of learning from training courses to the operation.
Ensures adult learning principles are incorporated into training programs.

Developing Training Program Plans and Budgets

Ensures all training and development activities (department specific and general property training) are strategically linked to the organization’s mission and vision.
Identifies performance gaps and works with all outlet managers to develop and implement appropriate training to improve performance.
Makes any necessary adjustments to training methodology and/or re-trains as appropriate.
Aligns current training and development programs to effectively impact key business indicators.
Establishes guidelines so employees understand expectations and parameters.
Drives brand values and philosophy in all training and development activities.
Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
Observes service behaviours of employees and provides feedback to individuals and/or outlet managers.