DIRECTORS OF HUMAN RESOURCES
Ask them the following three questions: 2. What L&D programs do you suggest the hotel needs in 2019 and why?
"1. Programs to develop potential L4 colleagues to L3. 2. Skill / Competency development Programs." "1. Guest Engagement / Motivational Training Programs for front line colleagues (Eg: Moment of Truth) - This is crucial if we want to make the leap from becoming good to great.2. Utilizing digital engagement as a tool to enhance productivity - This is for all our L3 and L2 colleagues in order to effectively manage their time and simplify processes by the use of technology.3. Finance for non-finance Managers - This is to ensure that every colleague has a deeper understanding of our business." Trends in Hospitality Specific functional skills for managers: F&B Management, HR or Finance etc. "Leadership competencies of managers to retain and develop our talents. Language trainings to be able to properly greet our foreign clients. Etiquette and luxury attitude to align our colleagues' verbal and non verbal communication with the expectations of our guests when they stay in a luxury hotel." "*Financial Training for managers working in non-financial departments. They need to have knowledge on our financial results, enhance on preparing their budgte properly as well as knowing how to ""read"" the numbers.*Trainings on how to approach and understand the new generation on workplace.*Mentoring & Coaching Sessions: Mentoring sessions are monthly-basis feedback sessions for high potential colleagues who will need support from a leader (from another Department) to achieve their development plans. Chosen mentors should be certified by an outside company before the mentoring sessions to have the necessary competency. Mentors can also be from another S-La Hotels. For example; GM at SLDH can be a mentor for DOHR at SLIB..*People of Potential Program: High potential colleagues of L2-5 is considered by EXCOM Commitee to be included in the program. KPIs and timeline is set for the selected colleagues to achieve their goals for the next step. Development plans will include task force overseas as well as outside trainings. Every end of month, colleagues' status will be evaluated to see the progress. Position will be given after successfully completing the timeline and assigned goals. " Program which will enhance team dynamics In detailed Trust You training - for department heads to understand the importance of not having complaints, having more personalized service self learning portals. tailor made training for high potentials, intensive job rotations, international cross exposure "Communication and Presentation Skills. Cross Exposure Training" Digitalized compliance training for better accessibility "1) Customer Service attitudes & behaviors with the aim to enhance customer service excellence2) First Time Managers Program - to incorporate strategic thinking, managerial skills and building an innovative approach to the newly promoted L3 colleagues3) Team building Program - to uplift our Shangri-La culture whilst regular practicing the core values4) Cross training to sister properties in Shangri-La, in view of inculcating the Shangri-La Experience and Shangri-La culture among all colleagues" Soft skills for L5 colleagues
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