Company Description

Radisson Hotel Group is one of the world’s largest hotel groups with ten distinctive hotel brands, and more than 1,500 hotels in operation and under development in 95+ countries. The Group’s overarching brand promise is Every Moment Matters with a signature Yes I Can! service ethos.

People are at the core of our business success and future. Our people are true Moment Makers and together we bring the culture, spirit, environment and opportunities that empower you to be your best, every day, everywhere, every time. Together, we make Every Moment Matter.

Job Description

Do you have an insatiable appetite for delivering first-class service and a passion for the art of Human Resources Training and Development? Then why not embark on a rewarding journey with us at Radisson Hotel Group, where we Make Every Moment Matter and provide our team members with exceptional training and development experiences.

We are currently seeking a Training Manager to join our vibrant team. At Radisson Blu Resort, Livingstone, we are seeking individuals who go beyond their resume – those with character, skills, talents, and a passion for creating unforgettable experiences. We value mindset as pivotal: anticipating guest needs, supporting your department, and consistently delivering memorable experiences.

As a Training Manager, you will report to the People and Culture Manager. You will lead with creativity, strong leadership, and an unwavering commitment to exceptional service. At the heart of our hotel, you will help shape a culture of excellence, where your innovation and dedication enhance the guest experience and elevate our standards to new heights.

Responsibilities or duties:

• Conducts management skills training and follows up with participants to assess utilization of new skills.
• Ensures that employees attend all legally required training as scheduled; maintains and reviews the tracking system regularly.
• Keeps Yes I Can! service and 100% Guest satisfaction alive within the Hotel by conducting training and follow-ups on an ongoing basis
• Analyses customer service results monthly and identifies trends
• Conducts customer service training
• Partners with Department Managers to develop strategies for keeping Yes I Can! alive within their Department.
• Provides all new employees with a comprehensive induction program as part of the First 90 Days with Brand program to enable them to be oriented and efficiently productive from commencement.
• Creates 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations.
• Provides employees with the training and resources they need to maximize employee engagement and deliver Yes I Can! service and teamwork.
• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.
• Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.
• Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis
• Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction.
• Performs other duties required to provide the service brand behaviour and genuine hospitality,
• Keeps the immediate Supervisor promptly and fully informed of all problems or unusual matters of significance.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objective of this position
• Maintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment.
• At all times projects a favourable image of the Hotel to the public

Qualifications or requirements:

• Grade 12 School Certificate
• Diploma in Secondary School Teaching or a degree with a major in English and Hospitality
• A diploma in Human Resource Management and Training Development is required.
• Zambia Qualifications Authority (ZAQA)-verified copies of qualifications.
• Attach the Certificate of Verification and Evaluation of Qualification.
• Excellent managerial skills and guest service, strong communication skills, and the ability to multitask.

Experience needed:

• Minimum of two years of progressive human resources and training experience, working effectively with other hotel employees and managers to ensure teamwork.
• Able to effectively conduct learning and development activities.
• Experienced in using IT systems on various platforms.

• Conducts management skills training and follows up with participants to assess utilization of new skills.
• Ensures that employees attend all legally required training as scheduled; maintains and reviews the tracking system regularly.
• Keeps Yes I Can! service and 100% Guest satisfaction alive within the Hotel by conducting training and follow-ups on an ongoing basis
• Analyses customer service results monthly and identifies trends
• Conducts customer service training
• Partners with Department Managers to develop strategies for keeping Yes I Can! alive within their Department.
• Provides all new employees with a comprehensive induction program as part of the First 90 Days with Brand program to enable them to be oriented and efficiently productive from commencement.
• Creates 100% guest satisfaction by providing the Yes I Can! experience through performance that demonstrates the standards of genuine hospitality and exceeding guest expectations.
• Provides employees with the training and resources they need to maximize employee engagement and deliver Yes I Can! service and teamwork.
• Gives personal attention, takes personal responsibility and uses teamwork when providing guest service.
• Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems.
• Provides Yes I Can! genuine hospitality and teamwork on an ongoing basis
• Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction.
• Performs other duties required to provide the service brand behaviour and genuine hospitality,
• Keeps the immediate Supervisor promptly and fully informed of all problems or unusual matters of significance.
• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objective of this position
• Maintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working environment.
• At all times projects a favourable image of the Hotel to the public

• Excellent managerial skills
• Guest service skills
• Strong communication skills
• Ability to multitask
• Effectively conduct learning and development activities
• Experienced in using IT systems on various platforms

• Grade 12 School Certificate
• Diploma in Secondary School Teaching or a degree with a major in English and Hospitality
• A diploma in Human Resource Management and Training Development is required.
• Zambia Qualifications Authority (ZAQA)-verified copies of qualifications.
• Certificate of Verification and Evaluation of Qualification.