Exclusive Interview | Leezandra Dkhar, Learning & Development Manager, OZEN LIFE MAADHOO, Maldives
/“By thoughtfully integrating traditional methods with modern digital tools, hospitality organizations can create a dynamic and effective training program”
You’ve had a diverse career in hospitality, from front office to HR and now L&D. What inspired you to focus on learning and development?
I have always been people-oriented person, my journey into the world of learning and development started as a faculty in a Hospitality Institute. It was then that I recognized the profound impact that Leaning & Development had on transforming lives and opening doors to new opportunities.
Added by several experiences from witnessing the positive changes in people’s careers and personal lives as they acquired new knowledge and skills was incredibly motivating to observing a colleague overcome a challenge through effective learning initiatives. As a trainer I am responsible for shaping a person’s career and continuous growth.
Having worked in India and the Maldives, how do training needs differ across these regions, and how do you adapt your programs accordingly?
Having had the opportunity to work in both India and the Maldives. I have observed distinct differences in training needs in both these countries. In India, with its diverse workforce, the emphasis often lies on technical skills development and leadership training to navigate the rapidly evolving business. On the other hand, in the Maldives, the focus tends to be on hospitality and tourism-related training, customer service excellence, and cultural sensitivity to cater to the high influx of international visitors and colleagues.
To customize my training programs suitably, I conduct thorough needs assessments to identify the training needs and tailor the content to address these unique requirements. By doing so, I ensure that the training programs are relevant, effective, and resonate with the colleagues.
What are some of the most impactful learning initiatives you’ve implemented in your career?
Over the span of my career as a Learning & Development Manager, I have had the opportunity to design and implement several learning initiatives that have significantly impacted both individuals and the Resort. One of the most impactful initiatives involved implementing a strong onboarding program for new employees, I ensured that new hires received the necessary support and resources to integrate seamlessly into the organization. This program included interactive training sessions, personalized learning paths, and regular check-ins, which led to increased employee satisfaction, retention, and productivity. The success of this initiative was reflected in positive feedback from new team members.
Additionally, I spearheaded the Train the Trainer Program, which is a detailed initiative designed to equip individuals with the right Attitude, Skills and Knowledge necessary to become effective trainers within their department. The Train the trainer is guided by the PEARL Concept developed by Dr. Annepaul Vemagiri. This program focuses on enhancing the instructional capabilities of participants, enabling them to deliver engaging and impactful training sessions to their colleagues.
Another impactful initiative involves Training program for the Airport Team. Airport training is a crucial aspect for resort especially in the Maldives, ensuring that our airport team are equipped with the knowledge, skills, and competencies required to maintain high standards of service.
Another impactful Training initiative I have taken was Specialized Butler Training under the guidance of OZEN LIFE MAADHOO General Manager Ms. Elisabeth Alleyne. Extensive 10 Days training was conducted for the Resort Butlers by Mr. Simeon Rosset on various Butler Service key skills like Service Etiquette and Manners, Verbal & Non- Verbal Communication Skills, Cultural Sensitivity, Preference Awareness, Upselling and Cross-Selling & Cigar Service to name a few.
Finally, I initiated developing and training on Standard Operating Procedures (SOP), This training aimed to ensure that all employees were well-versed and aligned with the company’s Standard, thereby enhancing operational efficiency, compliance, and overall employees’ performance.
How do you measure the success of L&D programs, and what strategies do you use to ensure continuous improvement?
Measuring the success of Learning & Development (L&D) programs is crucial for determining their effectiveness and impact on both employees and the Resort. Several evaluation processes are used to evaluate the success of Learning & Development Programs. Learning Outcome is one of the parameters of evaluating a training Program. This can be measured through pre- and post-training assessments, quizzes, and practical evaluations. Behavioral Changes to understand how the training has influenced employee’s behavior and performance on the job. Additionally, the effectiveness of the training program can be assessed by monitoring guest feedback and comments.
Keeping track of our guests’ words provides valuable insights into the program’s impact and areas for improvement. The only way to ensure continuous improvement is continuous Training and Learning.
In a high-touch industry like hospitality, how do you balance traditional training methods with modern digital learning tools?
By thoughtfully integrating traditional methods with modern digital tools, hospitality organizations can create a dynamic and effective training program that meets the diverse needs of the Resort while maintaining the personal touch that is essential in the industry. Blended learning which combines in-person training with digital modules can provide a comprehensive learning experience.
Another way is by taking up Self-paced E-learning Courses which will enable the learner to acquire new knowledge and skills at their own convenience.
How do you foster leadership development among hospitality professionals, particularly in luxury resorts like OZEN LIFE MAADHOO?
Structured training programs, Mentorship opportunities, Coaching and a Supportive work environment can foster leadership development among hospitality professionals, particularly in luxury resorts like OZEN LIFE MAADHOO. These programs will not only enhance the skillset of our leaders but will create a talent pool of capable leadership team that can drive the resort’s success and enhance guest experience.
What key skills do you believe hospitality professionals must develop to stay competitive in today’s fast-evolving industry?
It goes without saying that our industry is one of the most dynamic and ever-changing sectors, to stay competitive one must constantly develop and enhance key skillset.
- Provide Exceptional Customer Service which is the heart & Soul of the hospitality Industry, we must be able to anticipate guest needs and deliver personalized experience.
- Be versatile to adapt to new trends and technologies
- Develop Cultural Sensitive and Diversity as we interact with guests from diverse backgrounds, being culturally sensitive and aware of different customs and preferences will enhances guest experiences and promotes inclusivity.
- Enhancing emotional intelligence will enable us to manage our own emotions more effectively and empathize with others.
- Being Mindful, to reduce and overcome stress and to enhance the ability to concentrate and stay focused on tasks, which can improve productivity and efficiency.
8) What role does employee well-being play in your training programs, and how do you ensure a culture of continuous learning?
Employee well- being plays a crucial aspect of our training programs, our approach to well-being encompasses physical, mental, and emotional health. To ensure that our employees feel supported and valued throughout their learning journey I have regular feedback and numerous recognition programs. I foster a positive and encouraging learning environment. To ensure a culture of continuous learning, specific learning path have been curated for the team to blend with their personal goal and professional growth. Having an open-door policy wherein an employee feels valued and being heard.
How do you design L&D programs that cater to both new hires and experienced professionals looking to upskill?
For New Hires I conduct a thorough 3 days onboarding Induction Module and followed by an experience session after 30 days. A new hire is given a 30-60-90 days learning journey map which is called as MILE-My Individual Learning Experience.
For experienced professional- I identify skill gaps through an annual Training Need Analysis (TNA) self-assessments, and feedback from managers. This helps curate training programs to enhance their existing expertise and address emerging industry trends.
Looking ahead, what are your goals for L&D at OZEN LIFE MAADHOO, and how do you plan to shape the next generation of hospitality leaders?
My goals for L&D at OZEN LIFE MAADHOO is to strengthen the Culture of continuous Learning by providing access to a variety of learning resources, including online courses. To shape the next generation of hospitality leaders I would implement Advanced Training in Leadership on communication, decision-making, conflict resolution, and team management. Mentoring & Coaching- This will enable the leaders to groom the team and develop their skills and gain confidence in their roles.
