HAZEL MANZINI
Learning & Development Manager
CapeTown
Summary
Seasoned Learning & Development Manager with over 15 years of proven hospitality industry experience. Skilled in operations, service excellence, and employee development. Expertise in designing and implementing comprehensive training programs aligned with organizational goals. Utilizes AI-driven learning solutions and advanced prompting techniques to enhance training effectiveness. Successful in fostering a culture of continuous learning and service excellence, resulting in improved employee engagement, guest satisfaction, and overall performance across the Newmark Hotel & Lodges Group. Confident training leader with demonstrated planning, organizational, and leadership abilities focused on collaborative leadership. Highly effective at educating individuals of all skill levels.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Learning & Development Manager
Newmark Hotel & Lodges Group
Cape Town
2 2022 - Current
- Spearheaded the implementation of AI-driven learning tools, resulting in a 30% increase in course completion rates and a 25% improvement in knowledge retention
- Developed and launched a comprehensive leadership development program tailored for hospitality managers, leading to a 40% increase in internal promotions within the first year
- Created an innovative on-boarding program incorporating virtual reality simulations of real-world hospitality scenarios, reducing time-to-productivity for new hires by 20%
- Designed and implemented a service excellence training program, resulting in a 15% increase in guest satisfaction scores across all properties
- Introduced a cross-departmental mentorship initiative, improving collaboration between front-of-house and back-of-house teams, reducing operational silos by 35%
- Developed specialized training modules for food and beverage, housekeeping, and front desk operations, leading to a 25% reduction in guest complaints related to these areas
- Established key performance indicators for all L&D initiatives, demonstrating a 200% return on investment for major training programs
- Evaluated the effectiveness of training programs using key performance indicators and adjusted content as needed.
- Conducted thorough needs assessments for individual departments to tailor training solutions accordingly.
- Championed a culture of continuous improvement by encouraging employees to actively participate in ongoing professional development activities.
- Enhanced employee performance by designing and implementing comprehensive learning programs.
- Developed strong partnerships with external vendors to provide diverse learning opportunities for employees.
- Aligned organizational goals with individual performance objectives through effective coaching and feedback sessions.
Reservations Supervisor
Newmark Hotel & Lodges Group
Cape Town
2018.12 - 2022.06
- Managed and developed a team of 13 reservation agents, implementing a structured training program that improved team performance by 25% and up selling techniques by 30%
- Created and executed a customer service excellence initiative specifically for the reservations department, leading to a 15% increase in guest satisfaction scores and a 10% increase in direct bookings
- Streamlined the reservation process, reducing average booking time by 30% and increasing daily bookings by 20%
- Conducted regular product knowledge training sessions, resulting in a 40% increase in successful cross-selling of hotel amenities and services
- Dual Role with L&D for 6 months
- Conducted performance evaluations for staff, identifying areas of improvement and providing constructive feedback.
- Collaborated with other departments to ensure seamless guest experiences from reservation through checkout.
- Mentored team members to enhance their customer service skills, resulting in improved guest feedback.
Groups and Reservations Agent
Newmark Hotel & Lodges Group
Cape Town
2016.05 - 2018.12
- Managed complex group bookings and individual reservations, consistently exceeding revenue targets by 15%
- Developed and implemented a new training module for handling group reservations, which was adopted company-wide
Groups and Events Senior Coordinator
TsogoSun Hotel
Johannesburg
2012.01 - 2015.01
- Coordinated large-scale events and conferences, managing logistics for groups of up to 500 attendees
- Created and delivered training sessions on event management best practices for junior staff members
Reservations Call Centre Agent
TsogoSun central reservations centre
Johannesburg
2010.01 - 2012.01
- Handled high-volume reservations across multiple properties, maintaining a 98% customer satisfaction rate
- Participated in the development of a new agent training program, focusing on up selling techniques and product knowledge
- Spearheaded team training initiatives, equipping agents with essential skills to excel in their roles.
Data Agent
TsogoSun Head Office
Johannesburg
2008.01 - 2010.01
- Managed the implementation of a new property management system across 20 hotels, training over 100 staff members on its use
- Implemented feedback system to gather client insights, driving continuous improvement.
Education
Diploma - Learning Sciences
2021.01 - 2022.02
Bachelor of Arts - Psychology
2003.06 - 2007.10
Skills
Hospitality Operations & Service Training
AI-Enhanced Learning Strategies
Advanced Prompting Techniques
Organizational Development
Curriculum Design & Implementation
Employee Engagement & Retention
Leadership Development
Blended Learning Approaches
Performance Improvement
Training Needs Assessment
Learning Management Systems (LMS)
Data-Driven Program Evaluation
Change Management
AI-powered learning platforms
Property Management Systems (Opera)
Data analysis and visualization tools
Languages
English (Proficient spoken and written)
Zulu
Xhosa
Sotho
References
Available upon request
Educationandcertifications
- Diploma in Hospitality Management
- L&D Professional Certification
- AI in Learning and Development Certification
- Certified Hospitality Trainer (CHT)
Accomplishments
- Increased employee retention rates by 15% through targeted development programs and improved learning experiences.
- Improved guest satisfaction scores by aligning training initiatives with key performance indicators and customer feedback.
- Successfully integrated e-learning and blended learning approaches, increasing training accessibility and engagement across the organization.
Certification
L&D Professional
Timeline
Allison - Diploma, Learning Sciences
2021.01 - 2022.02
Reservations Supervisor - Newmark Hotel & Lodges Group
2018.12 - 2022.06
Groups and Reservations Agent - Newmark Hotel & Lodges Group
2016.05 - 2018.12
Groups and Events Senior Coordinator - TsogoSun Hotel
2012.01 - 2015.01
Reservations Call Centre Agent - TsogoSun central reservations centre
2010.01 - 2012.01
Data Agent - TsogoSun Head Office
2008.01 - 2010.01
Unisa - Bachelor of Arts, Psychology
2003.06 - 2007.10
Learning & Development Manager - Newmark Hotel & Lodges Group
2 2022 - Current