Key Role : To plan, organize and lead the training department and provide feedback to the management and suggestions for additional requirements as per the company standardized procedure. In-depth professional knowledge of beauty treatments and products and training functions to implement and introduce information as required. Deliver product training to new and existing clients. Play a key role in business development and retail.Job Responsibility:Training Plan:

• Identify opportunities and training needs where training add value to employees career development and improvement of organization and develop training programs

• Analysis of training needs through complaints document, delay documents and observation.

• To set up training plan as per training needs and analysis to support and achieve organizational goal and individual training needs.

• Estimating training budgets and timelines as per the training plan

• Working closely with Spa in charge, E & Q department, HR department and ensuring delivery within the timeline and approved budget.

Training Delivery:

• Ensure excellent delivery of training programs as per the organizational standards to new and existing therapists.

• Design and development of training course outlines based on training needs and maintaining report on training and refresher courses within agreed formats and timescales.

• Ensure all the training processes and standards are applied in a way that is consistent across the spas and is adopting best practice wherever identified.

• Identify, select and manage external training, agencies and providers necessary to deliver required training to appropriate standards when required

• Managing the setting up of Training systems for new joiners and new spas in conjunction with other departments.

• Organize training venues, logistics, transport, accommodation as required to achieve efficient training attendance and delivery.

• Actively participate in the morning briefings and monthly meetings for reiteration of client handling and customer services processes.

Assessments:

• Pre, Mid and Post assessments of trainees during the training program and to be able to identify and flag weak trainees.

• Regular assessment of all therapist for retraining, refresher training and new skill training and ensure an annual refresher program for all therapist.

• Regular monitoring of complaint documents and directly interacts with clients whenever required to solve treatment related issues.

• Regularize and monitor refresher training program and ensure an annual refresher program for each receptionist.

• Being able to communicate information about Mystery shopper reports, training events in a timely and professional manner to ensure spas are kept up to date about training and development activities.

• Maintain a minimum number of complaints from clients on their customer handling. Regular assessments through qualitative feedback mechanism to identify receptionist for weaknesses in their customer handling before the clients complain.

• Conduct preliminary interview for receptionists to evaluate their level of skills and suitability to the company.

• Leads and motivates staff at every step of the way, in training and outside the training space.

Record Keeping and Data Management:

• Develop and update SOP manuals for all customer services skills and quick references (palm cards) for customer service handling.

• Keeping training materials up to date and innovates new training techniques to keep up with the changing requirements and interest of the trainees.

• Maintain proper records of training assessment for each training program

• Maintain Mystery shopper reports and plan refresher and retraining program as required.

• Develop, maintain and strategize the Training calendar so as to ensure optimum no. of training programs delivered and maintain database of Training program details.

• Prepare feedback or reports on training groups, targets and accomplishments

• Analyze the course & evaluations in order to judge effectiveness of training sessions and develop recommendations for improvement

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