Job title: Training Officer – Cluster Hilton Kensington and Hilton Olympia
Department: Executive Office
Reports to: Operations Director
Principle responsibilities and position purpose:
As a Training Officer you will be responsible for developing the skills and knowledge of all Team Members to ensure consistent quality of customer service is provided to all guests in the hotels.
To provide guests with a memorable experience that is personalised and exceeds their expectations. This is done by the team delivering consistent high quality service and ensuring that every Team Member deals efficiently with the guests needs. This includes advising guests of the amenities and benefits offered by the hotels and upselling products and services as required.
Responsible for supporting team members on a daily basis with any queries and issues that may arise that are outside the remit of the line manager to resolve. Has the responsibility to assist the management to drive and deliver positive guest experience and team member engagement results.
What will I be doing?
The Training Officer, as an integral member of the Operations function, supports learning and development initiatives and job skills through Hilton's comprehensive training framework. As this role is Operations based, you will be working early and late shifts and weekends on a 5 out of 7 rota basis.
Specifically, a Training Officer will perform the following tasks to the highest standards:
- Responsible for the administration and organisation of all aspects of training programmes and initiatives to ensure compliance according to Hilton Brand Standards
- Using a variety of training methods to incorporate initiatives and plans of the hotels that will drive skills and product knowledge, guest satisfaction and team member engagement
- Support individual and team development, career development and training and experience-based learning
- Interact with hotel leaders responsible for people development on a daily basis to provide support to operational departments
- Ensure all corporate and individual annual training plans and training calendars are facilitated for the hotels. This includes all mandatory compliance training such as hotel security, fire regulations and all health and safety legislation
- Collaborate with Heads of Departments to carry out monthly checks and identify training needs based on guest feedback
- Support recognition programs, Human Resources initiatives and be part of internal committees.
- Liaise with fellow Operational Trainers within the company on trends, new initiatives and maximizing energy
What are we looking for?
The Training Officer works with other Team Members to ensure all guests have a memorable experience in our hotels that fills the earth with the light and warmth of hospitality.
To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
- Excellent communication and presentation skills
- Excellent people management skills
- Demonstrated ability to develop interpersonal relationships
- Positive attitude
- Committed to delivering a high level of customer service, both internally and externally
- Flexibility to respond to a range of different work situations
- Ability to work under pressure
- Ability to work on their own or in teams
- Proficiency, at an intermediate level, with computers and computer programs, including Microsoft Word, PowerPoint
- Ability to work early and late shifts along with weekends on a rota basis
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For over a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!