Training Specialist

IHG Hotels & Resorts; Philippines; Hybrid; PHP 420,000 - 660,000; Full time

Job summary

IHG Hotels & Resorts is seeking a Training Specialist to develop and deliver sales, customer service, and process training across the organization in a hybrid setup.

Responsibilities include conducting new-hire training, overseeing classroom environments, and coordinating curriculum aligned with business priorities. 1–3 years in sales or contact center training is expected, with strong facilitation and presentation skills.

Qualifications

• Associates or Bachelors in sales, training development, or education.
• 1–3 years in Sales or Contact Center training with relevant proficiency.
• Experience in Sales Training is a must.
• Strong facilitation and presentation abilities.

Responsibilities

• Deliver training to new hire employees and ensure graduation standards.
• Provide training on revenue, customer service, systems, policies and procedures.
• Manage classroom behavior and maintain engaging learning experiences.
• Supervise new employees during training and monitor attendance and performance.
• Develop curriculum for staff career development and training needs.
• Coordinate training room logistics and evaluation/testing.
• Communicate progress to center management and provide feedback.
• Support in-house user acceptance testing and QA activities.
• Apply analytical methods and communicate findings to staff.

Skills

Sales Training

Facilitation skills

Presentation skills

MS Office

Analytical skills

Communication skills

Education

Associates/Bachelors in sales, training development, or education

Tools

MS Office

Database applications

Job description

Job Description:

Role Purpose

Responsible developing effective learning methodologies and delivery of training curriculums. Coordinate and conduct all training initiatives using methodologies and techniques that increase revenue generation. Deliver sales, customer service, process and career development training to employees as appropriate.

Key Accountabilities

• Deliver training to new hire employees and ensure each trainee has achieved the established standards for graduation and is prepared for a successful transition to the operations.
• Deliver training and communication in the areas of revenue enhancement, customer service, applicable systems, policy and procedure, and other areas as determined by Business Processes & Training.
• Manage classroom group behavior, participation, and overall environment to promote and maintain a professional, positive, effective, interactive, and engaging learning experience.
• Serve as a supervisor for all new employees during new hire training. Responsible for monitoring employee attendance, performance and adherence to center policies. Create action plans to improve performance and take disciplinary action when necessary.
• Develop curriculum for and execute career development training for staff based on organizational need and personal development plans of employees and according to priorities set by center management.
• Ensure training room logistics, agent classroom and training curve performance, evaluation and testing.
• Ensure communication with center management on progress and status of job responsibilities and assigned special projects and provide feedback to Business Processes & Training on delivery observations.
• Facilitate in-house user acceptance testing for applicable systems and participate as needed in quality control activities which may include focus group facilitation.
• Apply analytical techniques to one or more disciplines. Select and use appropriate software to effectively analyze data. Compile and analyze information. Effectively communicate findings and recommendations to appropriate staff.

Key Skills & Experiences

Education –

Associates degree or Bachelors degree in sales, training development, and/or education or an equivalent combination of education and work related experience

Experience –

1 to 3 years progressive work related experience in Sales or Contact Center training with demonstrated proficiency and understanding in one or more functions related to the position.

Technical Skills and Knowledge –

• Demonstrated proficiency in driving desired behaviors through effective training methodologies and delivery.
• Demonstrated understanding of current systems as applicable to training content.
• Demonstrated proficiency in MSOffice Applications and some knowledge of other systems as appropriate.
• Demonstrated facilitation and presentation skills.
• Demonstrated proficiency in creatively engaging an audience while delivering training content.
• Demonstrated proficiency in multiple applications and database applications.
• Demonstrates clear, concise, and succinct communication skills, including adapting both verbal and written communication to the needs and level of user.
• Experience in Sales Training is a must.
• Willing to work in a Hybrid Set-up.

Requirements: