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Elite Learning & Development professional with more than 20 high-performing years of hospitality industry experience. Masters-educated; internationally experienced; with an exceptional record of guiding the learning direction for single unit, and multi-unit hotel enterprises. Relentless contributor to sustained business success through providing strategic direction in the areas of succession planning; leadership development; and employee retention. Passionate facilitator with a proven capacity to develop innovative, inspirational, and long-term effective development programs for all levels of employees.
International Talent Development and Training Director
HTMi Hotel and Tourism Management Institute Switzerland - Flühli, SwitzerlandOtherJanuary 2018 - July 2018 · 7 months
* Development of the Swiss HTMi Training Skills Programme for implementation in HTMi Schools, and partner schools and hotels globally. * Head up the hospitality training team in Switzerland, China and Singapore, and ensure best practice is implemented in partner schools and hotels globally. * Develop a talent development strategy for HTMi Group * Together with the Academic Leadership at HTMi, evolve curriculum to ensure relevance and quality.
Director of Learning
Hyatt Hotels Dubai - Dubai, United Arab EmiratesHuman ResourcesSeptember 2015 - December 2017 · 2 years and 4 months
Promoted from previous position and responsible for learning strategies of 2,200 employees, across six Hyatt Hotels. Strategic Leadership ˗ Established Hyatt International’s first clustered Learning team. ˗ Demonstrated effective change management skills in transitioning from traditional set-up into the clustered arrangement. ˗ Established Learning team as a business partner for six hotels and four brands. Innovation and Growth ˗ Developed, marketed and launched 20 more than 20 new learning programs including language courses; public speaking; programs for Front Office; Culinary; Food and Beverage. ˗ Oversaw an increase in formal learning participation of more than 30% from 2015 to 2017. ˗ Oversaw an increase in cross-training, and cross-exposure opportunities of more than 25% from 2016 to 2017. ˗ Oversaw an increase in online learning of more than 15% from 2016 to 2017. Leadership Learning Development ˗ Developed and facilitated 4-month Leadership Excellence Program. Featured use of variety of development tools from Ted Talks; Emotional Intelligence challenges; guest presenters; and business projects to enhance development of next generation of Hyatt leaders. ˗ Design and conducting of leadership programs for multiple tiers of management. ˗ Developed and introduced series of ‘Blast’ leadership sessions to cater for changing business needs. International Specialist & Taskforce Selection ˗ Selected by Hyatt International in 2015, 2016 and 2017 as a Global Learning Specialist ˗ Part of selected international team responsible for research; design; and launch of New Manager Learning Program that was successfully introduced to more than 600 Hyatt Hotels. ˗ Selected to travel on assignment to Chicago, Tanzania and Qatar to provide assistance in these locations. Trainer Development ˗ Molded untested and inexperienced Trainers into high performing unit ˗ Development of more than 150 Departmental Trainers in Dubai through internally developed workshops and goal-driven recognition programs.
Learning & Development Manager
Grand Hyatt Dubai - Dubai, United Arab EmiratesHuman ResourcesSeptember 2013 - August 2015 · 1 year and 12 months
Responsible for learning strategies to develop 1,100 employees in a culturally diverse environment. Innovation in Learning ˗ Introduction of video analysis as a learning tool ˗ Encouragement of removal of PowerPoint presentations in learning sessions ˗ Development of ‘Learning Snaps’ (abbreviated training for staff with limited time) Intern Development ˗ Introduction of monthly ‘Master Classes’ for more than 100 Interns so to add value to the quality of their learning and to increase brand loyalty. Talent Identification ˗ Responsible for targeting ‘top talent’ within the organization, and for ensuring the development of these selected individuals. Succession Planning ˗ Ensuring depth in the organization is enhanced by planning and preparing for succession of key positions.
Learning & Development Manager
Grand Hyatt Melbourne - Melbourne, AustraliaHuman ResourcesJanuary 2010 - September 2013 · 3 years and 9 months
Overseeing the training and development for 500 employees. Management of 35 Departmental Trainers, and the use of classroom, skills-based, and on-line training. Leadership Training Development ˗ Developed, marketed, and facilitated yearly 14-week Leadership Development Program. ˗ Developed, launched and conducted yearly Assistant Manager and Team Leader Forums. Learning Session Development ˗ Developed new training sessions, and enhanced existing sessions to ensure relevance and learning optimization. International Recognition ˗ Contribution to global project of re-designing Hyatt’s employee Orientation. ˗ Recognized as online learning portal ‘super-user’ for Pacific Region. Values Ambassador ˗ Imparter of company Values through innovative, engaging, and challenging training delivery methods. Peer Recognition ˗ Nominated for Leader of the year in 2011 and 2012, and awarded General Manager’s Award for Excellence in 2012.
Lecturer in Hospitality & Tourism Management
Carrick Institute of Education - Melbourne, AustraliaAdministration & GeneralJanuary 2009 - December 2009 · 12 months
Challenged to provide energetic and relevant industry education to large classes consisting of wide variety of students. Skilled Teaching ˗ Peer recognition as one of Institution’s ‘Super-Teachers.’ Course Development ˗ Formed teaching unit responsible for weekly improvements to course material. Innovative Teaching ˗ Introduced new training methods and materials adopted by fellow teachers. Received positive feedback and results from students and teachers for using these methods. Motivation - Skilled at maintaining energy and focus of students for up to seven hours per day.
Quest on William Hotel - Melbourne, AustraliaManagementApril 2004 - December 2008 · 4 years and 9 months
Inner city apartment hotel, promoted from Deputy General Manager to achieve three years of increasing revenue, controlled costs, minimal staff turnover, and increased market share. Business Growth - Overseeing three consecutive years of increasing profit levels. - Instrumental in revenue increasing by 35% over three years. Strategic Marketing - Designing of website marketing campaign, resulting in increase of web bookings of more than 60% over a four year period. Leadership - Provided direction for team of 30 staff, featuring below-industry levels of staff turnover by introducing incentive programs; investing in employee development; and increasing two-way communication. Project Management - Overseeing 18 month program of refurbishment of property involving sourcing, purchasing, and installation to result in modernisation of hotel. Change Management - Removal of long-term underperforming staff, and replaced with more professional employees to result in greater efficiency and quality of performance.
Front Office Manager
Thistle Kensington Park & Palace Hotels - London, United KingdomFront Office receptionNovember 2002 - December 2003 · 1 year and 2 months
In a high pressured environment, successfully managed an inexperienced and multi-national workforce; whilst successfully improving customer focus and team unity. Employee Leadership - Successful leadership and control of highly inexperienced multi-national team across two-property complex. Customer Focus - Introduction of ‘Meet The Managers Nights’ designed to increase managerial awareness of our customers and their needs. Employee Training - Introduced inter-departmental training through rotating Food and Beverage staff with Front Office employees.
Guest Services Manager
Crowne Plaza Canberra - Canberra, AustraliaFront Office conciergeJune 2000 - December 2001 · 1 year and 7 months
Promoted from Duty Manager, and successfully turned around previously low performance of Department, into the Hotel’s ‘Team of the Year.’
Masters in Hospitality Management
Victoria University - Hospitality and Tourism Management - Parkville, AustraliaFebruary 2007 - December 2010
Graduate Diploma in Adult Education
La Trobe University - Melbourne, AustraliaJanuary 2006 - December 2006
Bachelor of Arts (Journalism)
University of Canberra - Canberra, AustraliaFebruary 1993 - December 1995
EnglishNative or fluent100%
- Change management
- Coaching and Mentoring
- Design Thinking
- Emotional Intelligence
- Employee Retention
- Leadership development
- Project management
- Strategic management
- Succession planning
- Talent Identification