Training Manager

About the Employer

Radisson Hotel Group is a major global hospitality company operating and developing more than 1,500 hotels across over 95 countries through ten distinct hotel brands. Its service philosophy centers on making every moment count and delivering a confident, guest-first experience.

The company places people at the heart of its success and believes in building an environment where team members can grow, contribute, and perform at their best every day.

Role Overview

The resort in Livingstone is looking for a Training Manager who is passionate about learning and development in hospitality and committed to high service standards. In this position, you will report to the People and Culture Manager and help strengthen a culture of excellence through training, coaching, and practical support for employees and managers.

The role calls for someone with strong leadership, creative thinking, and a genuine focus on service quality, employee development, and guest satisfaction.

Key Duties

• Deliver management-skills training and follow up with participants to confirm that the new learning is being applied.
• Make sure employees complete all mandatory legal training on schedule and keep the tracking records current and reviewed regularly.
• Promote the service culture and guest-satisfaction standard through ongoing training and follow-up activities.
• Review customer service feedback every month and identify patterns or recurring issues.
• Conduct customer-service training sessions for employees.
• Work with department heads to build plans that keep the service culture active within their teams.
• Run a structured induction program for new hires as part of the First 90 Days with Brand initiative so they become oriented and productive quickly.
• Support 100% guest satisfaction by modeling genuine hospitality and behavior that exceeds expectations.
• Equip employees with the learning tools and guidance they need to improve engagement, teamwork, and service delivery.
• Provide attentive guest service, take responsibility, and use teamwork to resolve issues.
• Show empathy when handling complaints, work toward a solution, and ensure follow-through.
• Recognize when a guest is dissatisfied and use sound judgment in applying the guest-satisfaction approach.
• Carry out additional duties needed to uphold brand behavior and sincere hospitality.
• Keep the immediate supervisor informed promptly and fully about problems or unusual matters.
• Complete all responsibilities efficiently, on time, and in line with company policies and procedures.
• Maintain positive working relationships with hotel colleagues and contribute to a cooperative, supportive environment.
• Represent the hotel positively at all times.

Qualifications and Experience

• Grade 12 School Certificate.
• Diploma in Secondary School Teaching, or a degree with a major in English and Hospitality.
• Diploma in Human Resource Management and Training Development is required.
• Verified qualifications from the Zambia Qualifications Authority (ZAQA) must be provided.
• Certificate of Verification and Evaluation of Qualification must be attached.
• Strong management ability, excellent guest-service orientation, communication skills, and multitasking capability.
• At least 2 years of progressive experience in human resources and training.
• Ability to work well with hotel employees and managers to support strong teamwork.
• Capability to carry out learning and development activities effectively.
• Experience using IT systems across different platforms.

Additional Information

Radisson Hotel Group offers an inclusive, team-oriented workplace that supports learning, career growth, and meaningful contribution. Team members can benefit from global hotel discounts, including up to 53% off stays at Radisson hotels worldwide, a minimum 30% discount for friends and family, and savings on breakfast, food and beverage, spa services, and more.

The company welcomes applicants from all backgrounds, abilities, and experiences. Reasonable adjustments can be arranged during the application process if needed.