Requisition ID:  13731

Executive, Learning & Service Quality

Responsibilities

  • To perform functions and tasks in relation to building the workplace culture, staff and guests’ engagement and overall service effectiveness in the field.
  • From scheduling to logistics co-ordination; preparation of training materials to processing of invoices (for in-house runs). Conduct Service Quality trainings
  • Development of common OJT content, using e-learning. Be involved in the production of learning videos in relation to Service Excellence, Housekeeping Standards, Infection Prevention Controls, etc
  • Conduct analysis on training management reports and training budget
  • Preparation and dissemination of training report
  • Analyze Service Quality report, and provide recommendations from learning perspective
  • Support the team with content development and publishing of the daily learning material Daily Dose
  • Provide alignment and understanding of our service values (ACTS OF GRACE) through contextualizing the values to operations deliveries, using suitable microlearning tools
  • Responsible for the planning and execution of quarterly service audits in FEH portfolio of hotels and serviced residences
  • Preparation of publicity piece for nomination of nominees for the various Service Excellence Awards (including Employee of the Month)
  • Trawl the internet for relevant awards for service, HR, organization, hospitality, etc for FEH’s participation
  • Collation and edit of submission write-ups and preparation of nominees

Requirements

  • Minimum Diploma in Business Management with 3 to 5 years’ working experience preferably in Learning & Development and/or in hospitality industry
  • Highly motivated and passionate about learning
  • Analytical, meticulous and results focused
  • Possess good verbal and written communication skills as well as strong interpersonal relationship skills
  • Excellent knowledge and experience with Training Needs Analysis, Learning Management System and Microsoft Excel
  • Good working knowledge of Microsoft Office
  • Ability or Experience in simple videography and media editing tools would be an advantage
  • Able to work in a fast paced environment