Eclipse Hotels Group is an international family owned hotel group who are headquartered in West London. Our company's current portfolio includes brands such as Holiday Inn, Holiday Inn Express and CiTi Hotels, located across the UK, Europe and the Caribbean.
An exciting opportunity has arisen for an experienced Group Training & Guest Experience Manager. This will be a field-based role, with you spending most of your time in our hotels.
The role itself will be to design and impliment learning & development programmes to upskill our workforce and ensure our hotels statutory compliance training is kept fully up to date. In addition ensuring that our service levels are maintained and exceeding our brand standards. You will have the opportunity to join a developing employer who has the passion and drive to deliver first class service and a quality Team Member experience.
Your key responsibilities will be:
* Working with our General Managers to ensure that all our Team Members are trained to the required standard (whether that be statutory, skills or development based).
* Develop, devise and deliver new training programmes that energise and develop our Team Members.
* Be the lead administrator for FLOW, our Learning Management System.
* Liaise with our Group HR Manager and Director of Operations on any training related issues around our hotels.
* Working with the Group Operations Manager on identifying any service related issues around the group, and to support with a remedy.
* Be a key link between IHG and Eclipse Hotels Group on all Training/service-related questions/queries.
* Overlookig H&S platform Navitas and making necessary recomendations to the respnsible managers onsite.
How will you achieve this?
We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It's what connects every Team Member throughout our brand of hotels. Each hotel delivers True Hospitality in their own way, making them unique. At the heart of it is our key core service skills.
* True Attitude: being caring, wanting to make a positive difference, and building genuine connections with our guests
* True Confidence: having the knowledge and skills to perform your role, and giving our guests the confidence that they can trust you, to help and support them during their stay
* True Listening:focusing on what our guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
* True Responsiveness: is about providing our guests with what they need, and doing so in a timely and caring manner
What we are looking for:
* At least 2 years of relevant “on the floor”/ delivery of training experience, ideally within a multisite hospitality related industry.
* Previous experience in an IHG Hotel would be an advantage
* A good understanding of hotel Front and Back of house Operations.
* Experience with FLOW Hospitality learning management system.
* Able to travel to our hotels for at least 4 days per week. (This may include some overnight and overseas visits).
* A Full Driving licence will be required.
* Able to demonstrate creativity when developing new material
* A real can do attitude!
* Excellent communication skills in all aspects; good organisational and administrative skills with an eye for detail; Proficient in Microsoft Word, Excel, Power Point presentations;
* Willing to work a flexible schedule including, traveling, evenings, weekends and bank holidays (if required)
What can we offer you?
When you work hard, you get rewarded. It is our aim to provide you with a wide range of benefits as follows: -
* Competitive salary package
* Pension scheme;
* Access to a worldwide employee discount on bedrooms and F&B outlets for you, your family and your friends;
* Access to a free onsite gym
* Free lunch, and lots of snacks to get you through the day!
* Hundreds of discounts and other free perks with high street and online retailers, cinemas, restaurants, gym and theme parks, i.e. ASOS, Tesco, Boots, Argos, Starbucks, Odeon, Pizza Express etc*;
* Life insurance cover;
* A lively and fun working environment with a sense of family community.
If this opportunity sounds good to you and you fit what we are looking for, then please forward your CV across to us and we will hopefully be in contact with you shortly.
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