David Harries

Experience

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  Microsoft, Shanghai

  Nov 2005 - Sept 2007

  Learning & Training Specialist

  Identified training needs and developed and delivered both ongoing and stand-alone programmes to improve customer service, language (business writing/email/conversational) and professional skills for Microsoft customer speaking/facing employees. Responsible for the design, development and administration of Learning websites/portals in order to maximise self-learning potential and access for employees. Delivered and adapted the New Hire Orientation programme on a regular basis. Monitored employee correspondents sent out to clients/customers and edited documents, then held 1-to-1 sessions to correct common problems. Show less

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  Crowne Plaza Changi Airport, Singapore

  Jan 2008 - Sept 2008

  Training & Quality & Continuous Improvement Manager

  Responsible as the Department Head Training Manager for the pre-opening/soft opening of the new Crowne Plaza Changi Airport. After soft opening took on duel role as head of Training and Quality & Continuous Improvement departments.Solely in charge of the on-boarding orientation of 180 people and then for coordinating 10 weeks of intensive training before opening softly on 28th May 2008.Conduct all generic training (orientation, customer service, brand commitments, health & safety, leadership fundamentals, supervisory & management courses). Undertaken all IHG learning & development training programmes and co-facilitate said training throughout the cluster of sister properties.Responsible in collaboration with the Director of Human Resources for managing the training budget for the financial year.Set up a system of tracking training in all hotel departments and a career path progression plan for all positions within the hotel.Responsible for setting up and maintaining all training records of staff members.Analaysing Guest Satisfaction reports and trends, working closely with other departments to come up with action plans to drive through change and improve results month on month. Show less

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  Jett Shanghai

  Oct 2008 - Apr 2009

  Training & Development Manager

  Short-term 6 month contract.Responsible on a project basis for developing company’s customer service, leadership and train-the-trainer courses to be sold to hosptitaility, hotel and retail clients.Training Job specific soft skills and language courses to a selection of pre-opening hotels, established boutique hotels and F&B establishments.Liaised with potential clients to determine their Training needs and Learning objectives. Account managed clients throughout the process of consultation, training and follow up.Advised clients on areas for improvement to reduce staff turnover, improve morale and increase guest/customer satisfacton scores. Show less

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  Wyndham Grand Chelsea Harbour

  Feb 2010 - Sept 2010

  Front Office Trainer

  Responsible for training all aspects of front office to new starers and exisiting staff.Responsible for Induction Training, hotel-wide.Creating and Formulating SOP’s and training material to ensure consistent brand standards were met.Training Soft-skills customer service training hotel-wide to improve guest interaction.Frequently carried out roles of Duty Manager and Head Concierge as needs arose.Maintained training records and produced action plans based on Mediallia feedback scores from guests. Show less

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  Silpakorn University International College (SUIC).

  Jan 2011 - Jul 2012

  Practical Training Manager

  Practical Trainer/Lecturer in Front Office Department & Management to 1st and 2nd year students.Developed sessions which are practical and competency based using a combination of training tactics to ensure students are engaged and participate fully.Developed curriculum with emphasis on customer service skills and dealing with complaints and problems that they may encounter in a hotel situation.Responsible for all assessments in these topics and marking of students competences based on industry standard practices/criteria.Promoted to role of Practical Manager, with responsibilities now for all practical subjects taught at the University (Housekeeping, Front Office, Restaurant & Bar, Management in Restaurant & Bar and Kitchen & Pastry).Under role of Practical Manager responsibility to standardise training materials and courses so learning objectives of each course meet Quality Assurance requirements and match learners needs and requirements based on industry standards.Responsible for identifying training and development needs and assessing staff and facilitating Train-the-Trainer courses, Management CoursesResponsible to liaise with outside organisations, such as hotels/restaurants where we can place students during their studies to maximise experience and also build lasting relationships with the university. Show less

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  Dusit Thani College, Bangkok

  Jul 2012 - Jun 2013

  Food & Beverage Instructor

  • Responsible for training and assessing F&B service techniques to students enrolled in the École hôtelière de Lausanne (EHL) certified degree course.• Developed course content & assessments to ensure they are engaging and meet industry standard requirements and supervise students in the practical restaurant in service styles ranging from plate service, silver service, gueridon service, and wine service.• Training students in soft-skills and customer service to ensure pro-active and anticipatory service, whilst how to deal with any complaints and service recovery techniques.• Responsible in developing and conducting workshops to schools or organisations to promote the college and the hospitality / customer service industry. Show less

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  Pearson

  Oct 2013 - Dec 2014

  Product Trainer

  • Design, implement and deliver effective training plans / sessions for Pearson’s customer facing systems.• Analyse business and customer requirements through consultation and focus groups to inform the content required to produce comprehensive training materials.• Plan and deliver a range of training events (Network, Monthly and Ad-hoc) for new and existing customers.• Design training material for virtual online platforms for remote learning for customers.• Assist with the ongoing review and updating of Work-based Learning (WBL) web / support pages ensuring content is relevant and current.• Develop and train internal customers in 'Train-the-Trainer courses' across multiple sites.• Assess feedback on supporting materials, training events, and continually update material based on customer touch points. Show less

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  PizzaExpress

  Feb 2015 - now

  • Head of Learning and Development

    Oct 2024 - now

  • Learning & Development Manager - Leadership

    Jul 2022 - Nov 2024

  • Management Development Manager

    Jun 2019 - Jul 2022

  • Regional Training Manager - London

    Aug 2017 - Jun 2019

  • Core Skills Training Manager

    Feb 2016 - Aug 2017

  • Regional Training Manager - West

    Feb 2015 - Feb 2016