International Facilities Services

Role Description To design, coordinate and deliver training and development initiatives across all allocated sites, ensuring employees acquire and maintain the knowledge and skills required for effective individual and team performance, and that learning activity is aligned to business, contractual and workforce plans. This includes driving succession planning and competency assessment, supporting national content progression through the development of local community employees and participating in ESG initiatives. Where a site has no dedicated trainer, to personally facilitate the required training to ensure no site is left without learning support. Key Responsibilities - Training Needs Analysis: - Conduct training needs analyses (TNA) across all sites through management consultation and staff surveys. - Consolidate findings into a long-term training plan and prioritise needs by impact on individual and team performance. - Support managers in identifying training needs and maintaining personal development plans in line with L&D SOPs. - Learning Planning: - Compile annual training plans, in conjunction with the Training Manager, addressing current and forecast skill requirements. - Review individual development plans and performance appraisals to identify training needs and assess the impact of prior training on performance. - Management Coaching: - Advise, coach and support supervisors and managers across staff leadership activities. - Support managers in building a positive team culture through targeted initiatives. - Coach site managers and supervisors on effective team-building practice, in conjunction with HR. - Partner with HR to equip contract managers and supervisors with the tools and knowledge needed to manage teams. - Reporting: - Compile and submit monthly training and development reports to the Training Manager and site senior management. - Organisational Improvement: - Conduct the annual climate survey and implement diagnostic processes covering employee satisfaction and other factors. - Ensure surveys are administered effectively across all target groups. - Collate results and work with internal and external partners to design interventions that address identified gaps. - Learning Design and Development: - Contribute to the design and delivery of various training programmes. - Continuously improve training programmes and content. - Work with site managers to define and coordinate customised training programmes. - Contribute to the production of in-house training materials. - Learning Implementation: - Personally deliver induction, technical, operational and soft-skills training at sites without a dedicated site trainer. - Support the Line Manager in onboarding new staff. - Administer and implement training and development programmes with site HR managers and officers. - Run training impact assessments and provide results to the Training Manager for analysis. - Compile management information reports tracking and benchmarking learning participation. - Maintain accurate and up-to-date learning administration and records. - Talent Pipeline (Bursars, Interns and Apprentices): - Coordinate the selection, appointment and development of bursary students, interns and apprentices. - Monitor student performance and feedback to line managers on appropriate next steps. - Succession Planning and Competency Assessment: - Coordinate the annual competency assessment cycle across all sites. - Use competency assessment outcomes to identify successors for key and critical roles. - Track successor readiness against agreed timelines and report progress. - Maintain a live succession and bench-strength view per site. - National Content Progression: - Support delivery of national/local content commitments. - Design and implement structured development pathways for local employees. - Track and report progress against national content progression targets. - Partner with site management and HR to identify suitable local candidates. - ESG Participation: - Participate in and support the delivery of ESG initiatives relevant to learning and community development. - Incorporate ESG-related content into relevant training and induction programmes. - Support community-focused development initiatives. - Contribute training and development data to ESG reporting as required. - Effective Teamwork and Self-Management: - Take ownership and accountability for tasks and activities. - Follow through to ensure quality and productivity standards are maintained. - Inform relevant parties in the event of tasks or deadlines not met. - Manage colleagues’ expectations and communicate appropriately. - Demonstrate willingness to help others and meet team targets. Key Performance Indicators - Training coverage - average training hours delivered per employee against annual target - Plan execution - % of the annual training plan completed on schedule - Participation - % of nominated staff who complete required training - Academy participation - % of eligible staff participating in Academy programmes - Skills gap closure - reduction in identified skills gaps - Learning impact - measured improvement in individual/team performance - Learner experience - average facilitator and course quality rating - Reporting timeliness - monthly L&D reports submitted by the agreed deadline - Succession coverage - % of key/critical roles with an identified successor - National content progression - progress of local community employees against targets - ESG participation - level of participation in ESG-related initiatives Knowledge/Competence - Knowledge: - Training delivery methodologies, principles, practices and applications - Course design and development - Adult education principles and learning styles - Training tools and learning aids - Site operational processes - Coaching and mentoring practice - Skills: - Verbal and written communication - Computer literacy - Interpersonal engagement - Mentoring and coaching - Logical thinking and problem-solving - Coordination and organising - Collaboration, team-building and influencing - Attributes: - Resilient under stress and pressure - Proactive and self-driven - Strong attention to detail - Deadline-driven - People-oriented - Comfortable interacting at all levels of the organisation - Strong time and workload management - Patient and adaptable Qualifications and Experience - Diploma or Degree in Training, Development, Human Resources or a related field - Valid driver's licence - Minimum 5 years' experience in a training and skills delivery environment, including at least 2 years in a facilitation role

Role Description To provide a professional frontline service to the site by receiving guests and answering telephone calls in a professional manner. To provide administrative support. Key Responsibilities - Reception Area Maintenance - Maintain the cleanliness of the reception area and ensure aesthetic appeal and accessibility of facilities. - Ensure relevant safety and security signs and notices are visible, up to date and clean. - Receive and redirect visitors accordingly. - Answer the telephone and redirect calls accordingly. - Visitor and Client Attendance and Liaison - Receive and welcome visitors and attend to them in a professional manner. - Uphold and ensure that a positive Company image is projected to visitors. - Attend to visitors’ queries and refer to a relevant person if necessary. - Ensure visitors sign the register and instruct them to wait in reception until collected by the person being visited. - Administration of Registers Schedules - Distribute work schedules. - Track, record and reconcile man-day and staff attendance and work schedules. - Compile reports on irregularities that may have been picked up in attendance reports and highlight it to management. - Compile reports for the HR department on: - scheduled work hours completed by staff - overtime - absenteeism - headcount. - Secretarial Support - File, scan and fax documentation. - Arrange refreshments for meetings. - Coordinate functions and related arrangements for management. - Deal with general staff queries and forward more serious concerns to HR. - Type and circulate memos and correspondence on request of managers. - Distribute documents and schedules. - Effective Teamwork and Self-Management - Take ownership and accountability for tasks and activities and demonstrate effective self-management in terms of planning and prioritising, and self-development. - Follow through to ensure that quality and productivity standards of work are consistently and accurately maintained. - Inform relevant parties in the event of tasks or deadlines not met, the potential risks thereof and provide appropriate resolution. - Manage colleagues’ expectations and communicate appropriately. - Demonstrate willingness to help others and “go the extra mile” to meet team targets and objectives. Qualifications - Grade 12 or relevant customer service qualification - 3 years’ experience in a reception or customer service-related environment Requirements - Knowledge - Record keeping - Customer service - General HR principles and practices - Skills - Telephone etiquette - Verbal and written communication - Computer literacy - Interpersonal - Administration - Attributes - Integrity - Tolerant of stress and pressure - Proactive - Attention to detail - Deadline driven - People orientated - Able to interact at all levels of the organisation - Able to prioritise

Role Description To supervise and coordinate all housekeeping functions, equipment and procedures. Key Responsibilities - Housekeeping Operations and Supervision: - Establish and maintain a system of housekeeping to ensure all accommodation is appropriately prepared and maintained for site residents. - Conduct planned and random inspections of facilities and contents to ensure standards are maintained and to identify replacement and repair requirements. - Oversee the maintenance and repairs to the facilities. - Housekeeping Inventory Control: - Issue supplies and consumables to staff as needed. - Keep track of supply levels and place requisitions when required to replenish stock. - Health and Safety Compliance: - Inspect accommodation, housekeeping and ablution facilities for conformity with health and safety policies, procedures and checklists. - Report identified problems to the Housekeeping and Laundry Manager. - Staff Supervision: - Manage and reconcile employee leave and attendance records. - Respond to or redirect employee queries as required. - Conduct employee appraisals. - Manage first level labour relations matters. - Identify areas for employee development and provide training. - Client Relations and Complaint Resolution: - Follow up on client queries and complaints. - Resolve minor client complaints and problems. - Escalate client complaints out of scope of responsibility to the Housekeeping and Laundry Manager for further resolution. - Effective Teamwork and Self-Management: - Take ownership and accountability for tasks and activities and demonstrate effective self-management in terms of planning and prioritising, and self-development. - Follow through to ensure that quality and productivity standards of work are consistently and accurately maintained. - Inform relevant parties in the event of tasks or deadlines not met, the potential risks thereof and provide appropriate resolution. - Manage colleagues’ expectations and communicate appropriately. - Demonstrate willingness to help others and “go the extra mile” to meet team targets and objectives. Qualifications - Grade 12 - Hospitality diploma would be preferred - 5 years’ hospitality industry experience of which 2 should be in a supervisory or team leader role Knowledge/Competence - Knowledge: - Housekeeping and laundry practices and equipment - Health and safety standards - Skills: - Verbal and written communication - Numeracy - Literacy - Interpersonal - Attributes: - Integrity - Tolerant of stress and pressure - Attention to detail - Deadline driven - Quality orientation