Training Specialist

IHG Hotels & Resorts; Philippines; Hybrid; PHP 350,000 - 520,000; Full time

Job summary

IHG Hotels & Resorts Philippines is seeking an Learning and Training Specialist to design and deliver curriculums that boost sales and customer experience. You will coordinate training initiatives, facilitate sessions, and ensure new hires graduate with the skills required for productive operations.

This hybrid role demands strong facilitation, data analysis, and collaboration with center teams. You will develop career development programs, evaluate training effectiveness, and support revenue

Qualifications

• Associates or Bachelors degree in sales, training development, and/or education.
• 1–3 years progressive experience in Sales or Contact Center training.
• Proficiency in facilitating and presenting to groups.
• Strong communication and ability to engage an audience.

Responsibilities

• Deliver training to new hires and ensure graduates meet standards.
• Provide training in revenue enhancement, customer service, and policies.
• Manage classroom environment to ensure an engaging learning experience.
• Supervise new hires, monitor attendance and performance, and apply action plans.
• Develop career development training based on organizational needs.
• Coordinate training room logistics and evaluation processes.
• Communicate progress with center management and provide feedback.
• Facilitate user acceptance testing and participate in quality control.
• Analyze data and communicate findings to staff with recommendations.

Skills

Sales Training

facilitation

Presentation skills

Communication skills

Hybrid work readiness

Education

Associates or Bachelors degree in sales/training/education

Tools

MS Office

CRM systems

Database applications

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.