Training Manager for Rooms Division

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1. Training Strategy & Planning

• Develop and implement the annual training plan for the Rooms Division.
• Conduct training needs analysis in collaboration with Heads of Departments (HoDs).
• Align departmental training objectives with hotel KPIs and brand standards.
• Ensure compliance with brand, and LQA standards where applicable.

2. Service Excellence & Brand Standards

• Facilitate luxury service training programs in line with Raffles standards.
• Conduct onboarding and induction programs for new Rooms Division Heartists.
• Reinforce personalized guest experience training and service recovery techniques.
• Support mystery audit preparation and quality assurance initiatives.

3. Operational & Technical Training

• Deliver technical training related to:
  • Opera PMS and Front Office systems
  • Housekeeping standards and inspection procedures
  • Guest communication and complaint handling
  • VIP and protocol handling
• Partner with department leaders to ensure SOP adherence.

4. Leadership Development

• Coach Supervisors and Duty Managers on:
  • Team leadership
  • Performance management
  • Coaching and feedback techniques
• Support succession planning initiatives within Rooms Division.

5. Performance & Quality Monitoring

• Monitor training effectiveness through:
  • Guest satisfaction scores
  • Audit results
  • Service feedback
• Track and report training hours and participation.
• Conduct post-training evaluations and follow-up coaching.

6. Compliance & Mandatory Training

• Ensure mandatory trainings are conducted and recorded, including:
  • Health & Safety
  • Fire & Life Safety
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