PIONEERING TRANSFORMATIONAL LEARNING EXPERIENCES TOGETHER
Learning & Development Strategy Shangri-La North America / EMEA 2018 – 2019
WELCOME
Dear General Managers, Dirs. of Human Resources and leaders,
Warm greetings from SLIM Dubai.
On behalf of the L&D team, I am most pleased to share with you the outcomes from our recent Annual L&D Get Together in which we designed the strategy that we will implement in 2019 across our hotels in the region; and in alignment with our Global L&D plan.
The purpose of this document is to facilitate all the necessary information in two parts:
1. An overview of our 2018 – 2019 L&D Regional Strategy 2. The role of our L&D leaders in the hotels
Further to this, in November we will be rolling out the catalogue of programmes that will be available in 2019 for the hotels to benefit from them.
We hope that you found our L&D performance beneficial in 2018, and we are excited to move to our next chapter: pioneering transformational learning experiences together.
Always at your service,
L&D Team Daniel Agudelo, Regional Dir. of L&D Shangri-La North America / EMEA.
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L&D STRATEGY
OUR L&D GLOBAL VISION
To be the trusted business partner that creates value to the organisation through transformational learning for everyone
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OUR GLOBAL LEARNING FRAMEWORK
FUNCTIONAL LEARNING:
Skills learning orientated to enhance job and task performance.
LEADERSHIP LEARNING:
Programs in alignment to the Leadership Development Framework at all leadership levels.
ESSENTIAL LEARNING:
NCO,
Shang-Care modules,
Trainers Skills,
Compliance learning modules.
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REGIONAL 4 FOCUS AREAS – L&D 2019
L&D 2019 PROGRAMS
L&D PROJECTS AND PROCESSES
LEADERSHIP DEVELOPMENT
INDIVIDUAL DEVELOPMENT
Increase the number of programs available in our portfolio based on the needs expressed by empathetic interviews (research conducted).
Standardize processes and practices related to the basics of learning and development ensuring consistency across the region.
Revamp existing leadership programs based on the re- calibrated competencies and roll out new leadership programs.
Support personalized plans for individuals fostering succession planning, cross- rotational experiences and mobility.
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L&D REGIONAL PROJECTS
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REGIONAL PROJECTS: GOING BACK TO BASICS
The purpose of the Regional Projects is to ensure the basics of L&D are in place and practiced consistently. Each leader in the region has been assigned one of these projects:
PROJECT 1: ONBOARDING JOURNEY
PROJECT 2: LEVERAGING LOYALTY
PROJECT 3: LMS REGIONAL ROLL OUT
Clarify the process for the onboarding of new colleagues including the essential programs and time frames that they need to undertake to successfully integrate to Shangri-La.
Design brief learning programs for colleagues to learn how to increase guest loyalty including learning in more detail about the Golden Circle Rewards Program.
Design a process that covers three stages of roll out of the Global LMS (Learning Mgmt System) including actions prior to launching, during the launch and after to keep it alive.
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REGIONAL PROJECTS: GOING BACK TO BASICS
The purpose of the Regional Projects is to ensure the basics of L&D are in place and practiced consistently. Each leader in the region has been assigned one of these projects:
PROJECT 4: COMPLIANCE JOURNEY
PROJECT 5: INTERNSHIPS & MANAGEMENT TRAINEES Design a process that clarifies the steps for local and international operational interns and management trainees including their learning journey during their placement.
PROJECT 6: SUCESSION PLANNING
Clarify the process for new and existing colleagues to follow ensuring a systematic journey for compliance learning.
Design a framework based on Shangri-La’s Leadership competencies and the 70:20:10 model of learning to
incorporate a succession strategy targeting high potential individuals.
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REGIONAL PROJECTS: GOING BACK TO BASICS
The purpose of the Regional Projects is to ensure the basics of L&D are in place and practiced consistently. Each leader in the region has been assigned one of these projects:
PROJECT 7: DEPARTMENTAL TRAINERS
PROJECT 8: L&D DIGITAL STRATEGY
PROJECT 9: LEADING QUALITY
Clarify process to select, develop and manage Dept. trainers including a systematic approach to on the job skills training. Design the process for Dept. huddles, objectives and ways to measure impact.
Include new Digital Tools based on different types of learning (knowledge, skills and behaviors) and develop an online resource learning center to access learning pieces related to leadership.
Design learning programs for leaders to develop their skills to lead a culture of quality, including a clear understanding of LQA and TrustYou. Provide skills for leaders to apply to increase standards implementation.
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REGIONAL PROJECTS: GOING BACK TO BASICS
The purpose of the Regional Projects is to ensure the basics of L&D are in place and practiced consistently. Each leader in the region has been assigned one of these projects:
PROJECT 10: LANGUAGES LEARNING
PROJECT 11: COMMERCIAL LEARNING
PROJECT 12: HARVARD MANAGEMENT MENTOR Promote the use of HMM through communication pieces targeting all leaders capitalizing on benefits of the programmes. Use HMM as an active tool of Individuals’ Development Plans.
PROJECT 13: CSR LEARNING
Provide a solution for learning of languages partnering with Global supplier to access online. Ensure there is a consistent program for colleagues to develop their language skills to interact with guests.
Design learning programs to develop foundational sales skills for all levels including cross selling, suggestive selling and up-selling. Design a journey that maps the process for new and existing colleagues to attend these commercial sessions.
Design brief learning pieces to increase awareness on CSR purpose and initiatives. These learning pieces should be targeting both new and existing colleagues.
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LEADERSHIP DEVELOPMENT
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LEADERSHIP DEVELOPMENT FRAMEWORK
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INDIVIDUAL DEVELOPMENT
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INDIVIDUAL DEVELOPMENT: 3 NEW INITIATIVES IN 2019
Design a learning journey for leaders to covering:
• How to lead the Shangri-La values among teams • Learn Shangri-La’s Leadership Competencies clarifying expectations on performance
1. LEADERS ONBOARDING PROGRAM
• Learn Shangri-La’s Global direction, and the role leaders play • Learn all the tools to drive quality and standards in their function
Design Human Resources modules for leaders to enhance their capabilities at:
• Selecting and recruiting including interviewing • Identifying performance and potential • Performance management process • Conducting PDRs and facilitating Individual Development Plans
2. HUMAN RESOURCES SERIES
Design a modular learning journey for leaders to focus on:
3. MENTORING, COACHING & COUNSELLING PROGRAM
• Maximizing team effectiveness through coaching, counselling and mentoring • Identifying coaching moments • Implementing a mentoring program in their departments
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ROLE OF THE L&D LEADER:
A TRUSTED BUSINESS PARTNER
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L&D LEADERS GUIDING PRINCIPLES: WHAT WE DO AS L&D LEADERS
DESIGNING STAGE:
LEARNING NEEDS ANALYSIS STAGE:
• Research-focused • Identifies applicability of the learning in advance • Personalizes to audience • Identifies most assertive methodology • Uses pre and post work • Modern, sleek design • Visual: images, graphic facilitation and icons • Uses of digital tools • Writes facilitator notes and run sheet for each program
• Uses data as a source of gap identification • Asks for input from leaders and stakeholders • Conducts systematic observations by spending time in the operations to identify further gaps. • Spends time identifying individual development needs to design personalized solutions.
ASSESSMENT STAGE:
FACILITATION STAGE:
• Online feedback form after each session • Use of Digital Quizzes • Co-relates to business analytics • Spends time observing behavioural changes
• Fully conversant and prepared to facilitate • Activity-based and gamification • Applies neuro-science principles of learning • Stimulates the learners senses and uses story-telling • Non-traditional learning environment • Blended: digital approach
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PIONEERING TRANSFORMATIONAL LEARNING EXPERIENCES TOGETHER
Learning & Development Strategy Shangri-La North America / EMEA 2018 – 2019
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