Lifestyle Group

Training & Service Standards Manager

  • Basis:  Full-Time
  • Closing Date:  09 Feb, 2023
  • Job Ref:  KMP-78550

Job Description

Lifestyle Group, sister company of dB Group in Malta is currently looking for a Training and Service Standards Manager. An excellent opportunity for a committed, mature and ambitious professional to join our team with db Group.

Role Summary

  • To support the provision of our training strategy through the design and implementation of training initiatives which are both aligned to mandatory legal requirements and our guest experience initiative.
  • Ensure all colleagues, at all levels, have the knowledge they need to operate safely and effectively in their roles.
  • To train and upskill individuals in the business to ensure high standards are being achieved and service results are being improved.

Role Responsibilities and Duties

  • Creation and delivery of all brand training plans.
  • Monitor, interpret and report on mystery diner/customer feedback.
  • Rapid reactionary training delivered.
  • Develop brand-specific training packages across all employee levels.
  • Produce an annual training plan for the business unit to ensure that identified learning and development needs are met in a structured and systematic manner.
  • Responsible for measurement of training attainment in each business unit.
  • Develop brand-specific training packages across all employee levels.
  • Promote and communicate learning and development within the unit through a variety of communication channels.
  • Develop innovative communication methods to articulate the objectives.
  • Complete an annual evaluation of training delivered in the business to evaluate the execution of the learning and development plan and ensure the plan was effective and met the needs of the business.
  • Carry out effective training on a range of subjects, with a focus on guest experience, training the trainer, health and safety, and leadership content.
  • Complete post-training evaluation on key training delivered in the business to ensure that training is effective and meets the training objectives.
  • Ensure training records are effectively maintained so that records are readily available and support needs analysis and audit requirements.
  • Manage the administration of off job training, recording nominations, sending out joining instructions and pre-course forms, following up with feedback forms and issuing certificates.
  • Through being fully conversant with all departmental standards; conduct observations with departments to assist Managers with coaching or re-training where necessary. Develop training sessions that satisfy identified operational needs.
  • Managing the coordination and delivery of our induction.
  • Review and recommend external training courses / material to meet identified unit training needs, attend L&D events and meet potential suppliers.
  • Coordinate and book training as identified by functional specialists and health and safety requirements.
  • To be the main point of contact for general training enquires and course administration.
  • Work closely with the HR teams in assisting with the recruitment of colleagues for all areas.
  • Monitor present and future trends, practices, and systems in the talent, learning and development field and make recommendations to remain leaders within the industry.
  • Compile and manage the training budget to ensure that costs and expenses are correctly identified and controlled.
  • Awareness of how to optimise profitability and efficiency.
  • Demonstrate excellent control of all operating costs in line with set targets.
  • Identify and meet the needs of colleagues and our guests, focusing on initiating and welcoming contact and communication whilst striving to deliver first-class guest service.
  • Recognise potential complaint situations and make effective steps to avoid and / or resolve these situations.

About You

  • Capable of working with and managing stakeholders at all levels.
  • Excellent presentation and facilitation skills.
  • Excellent written, verbal, and interpersonal communications skills.
  • Be a problem solver and have great negotiation skills.
  • Self-starter.
  • The ability to encourage and motivate people.
  • Effective at managing multiple priorities, projects, and relationships.
  • Flexible approach – occasional work will be required on weekends.