Academy Business Partner document 2020

BUSINESS

PARTNER

GUIDE



Your Academy Our Approach Academy 2020 The L&D
Community

You control Knowing the The Learning Celebrating
learning How space our Star Talent

1
ACCOR ACADEMY

The Academy is the Global Learning and Development division within Accor. We are specialists
for learning and development within Hospitality with a proven reputation for excellence.
In short we are your Hospitality Learning Network…





As the head of the Academy John’s takes the lead on ensuring
that we deliver learning and talent solutions to as many Heartists
as we can. He is committed to making learning real and looking

for new ways to transform Accor. Reach out if you would like
assistance with:

John Timson • New solutions specific to your needs

Director Academy Accor • Support in getting learning and development for your
& Talent Development team

Upper Southeast and Northeast Asia and The Maldives • Knowing your external suppliers are the best

• Any additional support needed as our business
partner

• You are new in the region and need some advise

Khun Gig, is the heart of our Academy Operations and your go
to person for anything financial!

Khun Gig is the master of the following and can help you with:

Pannapa (Gig) Chuemongkholsakul • Knowing what you need to report on monthly

Learning & Development Coordinator • What is happening with a payment
Upper Southeast and Northeast Asia and The Maldives
• All your enrollments and cancellations (especially
last minute ones!)

• What is happening with our regional events and
Asia Pacific programs

Using his Digital expertise. Jonny, is helping our talent grow and
develop the skills so they can reach their next career goal!

Say hi if you’re in the Corporate office. Jonny is always happy to
help you with:

• Making sure we know our Talent in the region

• Helping our Talent grow and develop

• Supporting the T&C with Talent management

• Driving Talent development programs

• Supporting our Corporate team learn and develop

Jonathan Waltham

Talent Development Executive
Upper Southeast and Northeast Asia and The Maldives

Welcome Khun Aor to the Academy Team.

With hospitality background, cross-cultural experiences and a
passion for education and learning, we are delighted to have
Wilaiwan - our new Academy member who will take charge of
Thailand, Laos and Cambodia. Wilaiwan key roles is to providing

localized support include.

Wilaiwan (Aor) Schroeder • Facilitating sessions for your property
• Matching sessions to your LNP
National Learning & Development Manager • Opening learning to more employees
Thailand, Cambodia and Laos • Running property sessions
• Supporting our Master Certified Trainers
• Helping you maximize your training budget
• Activating Master Certified Trainers

Welcome Khun Porsche to the National L&D Executive for
Thailand, Cambodia and Laos role. Porsche will provide sessions
that you will never forget with an awesome mix of pure energy

and true passion. The key is to provide localized support for
Thailand, Cambodia and Laos.

Reach out if you would like assistance with:

Mashida (Porsche) Musiganan • Facilitating sessions for your property
• Matching sessions to your LNP
National Learning & Development Executive • Opening learning to more employees
Thailand, Cambodia and Laos • Running property sessions
• Leading our Certified Trainers community
• Helping you maximize your training budget

With sales, front office and training background from
international hotels and company. She brings with her a passion
of training and influencing skills. She takes charge of Southern

Thailand and her roles is to providing localized support.

Reach out if you would like assistance with:

Atina (Angie) Lad-on • Facilitating sessions for your property
• Running property sessions
Learning & Development Manager
Southern Thailand • Analysis training needs and matching sessions to
your LNP

• Activating Certified Trainers
• Working closely and embracing certified trainers

effectively

AJ takes the lead of our very diverse and dynamic countries of
Myanmar, The Philippines and the Maldives. AJ comes with

expertise in Learning and Development and a background in
drama. While he is based out of Novotel Araneta, you may be

luckier checking airport lounges.

AJ Dela Fuente • Facilitating sessions for your property
• Matching sessions to your LNP
National Learning & Development Manager • Opening learning to more employees
The Philippines, Myanmar and The Maldives • Running property sessions
• Helping you maximize your training budget
• Leading the Master Certified Trainers for the Region

Sierra Jeong leads our Academy in South Korea. The key to Sierra’s
success is her ability to facilitate sessions at all levels of our

business. As comfortable with Executive Leaders as she is with our
Future Leaders Sierra knows her properties and what you really
need.

• Facilitating sessions for your property

• Matching sessions to your LNP

• Opening learning to more employees

• Running property sessions

Sierra (Sooknyeo) Jeong • Helping you maximize your training budget
• Building a community of Certified Trainers in Korea
National Learning & Development Manager
South Korea

Tomoko san leads the Learning and Development for our Japan
Hotels. In an exciting time for the Japanese market Tomoko is

there whenever you need to know how to help your team be even
more successful.

Tomoko Nakazato • Facilitating sessions for your property
• Matching sessions to your LNP
National Learning & Development Manager • Opening learning to more employees
Japan • Running property sessions
• Helping you maximize your training budget
• Activating Certified Trainers for Japan

TBA We are waiting for National L&D Vietnam

National Learning & Development Manager • Facilitating sessions for your property
Vietnam • Matching sessions to your LNP
• Opening learning to more employees
• Running property sessions
• Helping you maximize your training budget
• Activating Certified Trainers

Master Certified Trainers

The Senior team of L&D within your area

Nura Preechanond Bangkok Metro
Poorit Nookua Southern Thailand

Thitapha Plianwong Luang Prabang
Chantra Eung Phnom Penh
Khin Thuzar Tin Myanmar
Caralene Dkhar The Maldives
Ariel Jo South Korea
Recruiting now North Vietnam
Recruiting now
Recruiting now Central Vietnam
Recruiting now South Vietnam
The Philippines

2
OUR APPROACH

With a diverse region comes the need to have diverse and innovative solutions. We look to
make sure Accor has a workforce that is ready to deliver as we continue to transform.

We build real connections

1

We keep learning Real

We challenge the old way

We inspire Heartists to be greater

We serve Heartists craving growth

3
ACADEMY 2020

The Academy adds a real advantage to our properties. We take the lead in the retention,
development and management of our incredible talent in the region.

We will focus on the following areas in 2020 to future proof Accor and your property.

Academy

Strategic Pillars 2020

Values and Leadership Employee Certified Technical Compliance
Culture Development Content Trainers

Heartist LDP Series INES Brand F&B Legal
0-4 Business WILD clarity Academy Ethics
Acumen RiiSE
Heartist Star Talent Networks ALL Rooms CSR
5-9 Women in Sessions Academy Apache
Leadership Heartist
Brand Property CT
Training sessions Academy
Specialist
On Functions
Boarding

Academy Values and Culture

Strategic Pillars 2020

Academy Global Leadership

Strategic Pillars 2020

Values and Culture Leadership Employee Content Certified Trainers
Development

Technical Compliance

Academy

Strategic Pillars 2020

Communities

Values and Culture Leadership Employee Content Certified Trainers
Development

Technical Compliance

Academy

Strategic Pillars 2020

Trainer Network

Values and Culture Leadership Employee Content Certified Trainers
Development

Technical Compliance

Academy

Strategic Pillars 2020

Technical

Values and Culture Leadership Employee Content Certified Trainers
Development

Technical Compliance

Academy

Strategic Pillars 2020

Governance

Values and Culture Leadership Employee Content Certified Trainers
Development

Technical Compliance

4
The Learning and Development Community

To ensure we can reach all our Heartists and be agile in developing our teams the Academy has
a community of L&D right where you need them.

Accor Academy Trainers Pathway

Accor Academie
Director Academie and Talent Development

Accor Academie
Learning & Development Manager

Master Certified Trainer

Certified Trainer - Learning

Departmental Trainer and Assessor

On the Job Trainer

Directors Academie

Core role
 Strategy for their countries
 Development of programs
 Facilitation of Senior and Accredited programs
 Development of Learning culture
 Integration of Learning to Talent Programs
 Influencing Senior Leaders and Owners to secure development
 Activating Training community

Learning and Development Managers

Core role
 Facilitating sessions across a region or country from Emerging to Executive levels
 Creating a learning needs plan in line with Regional strategy
 Promoting learning to all Accor Heartists
 Running property specific sessions including pre-openings
 Maximizing Property training budgets
 Activating Certified Trainers

Master Certified Trainers

Core role
 Represent the Accor Academie in a region or area
 Run sessions based on demand and approval of the Academie team
 Coordinate the Learning and Development for the area
 Welcome new Certified Trainers Learning to your region and induct them
 Facilitate the Certified Trainer Learning programs

 Run Trainer skill, Trainer Assess and Coaching for Managers
 Ensure Certified Trainer Learning material is current

Certified Trainers

Core role
 Coordinate and Deliver the Learning and Development needs within a property
 Run sessions based on direction from your T&C Manager
 Welcome new Heartists to your property and induct them
 Facilitate the Certified Trainer Learning programs as well as New Heartist Day and Brand

Certified Trainers Programs

Operational Brand Learning and Development

Upselling F&B All brand sessions Training to Learning
Upselling FO Maximizing E-learning
Safe Food Handling Learning Needs Planner
Keys to Success
Loyalty Talent and Culture
Hygiene
Handling Guest Complaints Loyalty Induction Performance Review
Accor Plus Personal L&D Plan
Welcoming Guest Behavioral Interview
Voice of Guest
Compliance
Keys to Communications
Creative Thinking

What can’t Certified Trainers train?

Certified Trainer – Learning are able to train the LEARNING AND
programs accredited to them and any DEVELOPMENT

programs they develop within their hotel. SOLUTIONS
At no stage are Certified Trainers – Learning
permitted to run sessions that have not been 2020

officially transferred to them by Accor
Academy team.

Certified Departmental Trainer and Assesor

Core role
 Manage the On the Job Training in their department
 Induct new Heartists
 Facilitate technical sessions with your team
 Assess the performance and competency of your team
 Conduct property induction
 Work with the Departmental Trainer to ensure training is effective
 Complete the Train the Trainer program – Trainer Skill and Trainer Assess

On the Job Trainer

Core role
 Each operational department to have a minimum of one OTJ Trainer
 Conduct all operational skills training for the department
 Ensure training reflects the property specific standards
 All core skills for each role to be covered by training
 Core focus is in decreasing time to competency
 Complete Trainer Skill program

Specialists at each level

Vice President
Learning & Development
Director Academie and Talent

Development
Learning & Development Manager

Master Certified Trainer

Certified Trainer - Learning

Departmental Trainer and Assessor

On the Job Trainer

Certification at each step of the journey

Trainer Director Academie and Talent
Expert Development

Trainer Learning & Development Manager
PRO Master Certified Trainer

Trainer Certified Trainer - Learning
DIMENSION

Trainer Departmental Trainer and Assessor
ASSESS

Trainer the Trainer

Trainer On the Job Trainer
SKILL

5
Your control learning

Our role is to listen to you on what learning and development you need. You control what
sessions are run and that they are delivered when you need them.

You know what you need

Leading learning is a journey

Know the needs Look at solutions Make your plan Get approved

Let us know Tell them why Help them learn Make it real

Your tools

Know the needs

For Learning to be most effective it must be linked to a
business need as well as a personal need of the learner.

To know your needs you have the opportunity to meet with
your Department Heads and ask what skills are needed in the
coming year.
These needs are found in the:
• Personal Development Reviews
• Personal Development Plans

Look at solutions

The PDP assists your team members to select the most
appropriate learning activities for their development taking
into consideration the alignment of the Accor Leadership
Capability Framework. Remember your Learning Solutions are
based on the Capability Framework.

You also need to look for the gaps. If there are key areas you
need support with then please let your National L&D know so
we can create a bespoke program.

Make your plan

The Learning Needs Planner ( LNP) is your tool to plan your
properties Learning & Development needs for the next 12
months.

Remember a key to making this effective is to know your
budget for Learning and Development. As part of the Accor
Management Agreements this needs to be 3% of your total
payroll costs.