Learning and Development Handbook

Learning &
Development
Handbook

2021

WELCOME

Greetings from the Human Resources team at Jumeirah Group!

I am delighted that you have decided to join the Jumeirah family
and hope you will enjoy working in this exciting and dynamic
environment.
We are immensely proud of what HR has achieved in this
Company. Since the first property, the Jumeirah Beach Hotel
opened in 1997, Human Resources have been at the forefront of
the operation. Through proactive business partnering, every
member in the function contributes to the aim of exceeding our
guests’ expectations. HR has always had a voice at the executive
table, and we are committed to attracting, developing and leading
the most talented employees to drive the Company’s ambitious
business strategy.
Our reputation for excellence rests with you. Your commitment to
delivering outstanding service every day is what drives our
success. There is no doubt it requires hard work and dedication to
build outstanding and authentic employee experiences, and I
thank you in advance for your contribution.
Once again, welcome and we wish you all the best with your
career with us.

Ellen Dubois du Bellay
Chief Human Resources Officer

Corporate Learning & Development Team

The corporate talent development team provide strategy, policies, procedures,
resources & support to the SBU L&D Teams

Dara Pinke Mathis Thibaut
Senior Director Learning & Development
Learning & Development
Administrator

SBU Talent Development Team

The SBU talent development teams design, deliver & evaluate training content,
handle the day to day operations & look after performance management

UAE

Andrew Wolhuter Sina Nasab Meera Abdulla Ali Aminath Rishdha
Wild Wadi Jumeirah Emirates
Jumeirah Beach Hotel Jumeirah Beach Hotel
Towers

Laura Laugier Fauzia Kassim Georgina Valls Kudaibergen
MJ Resort Al Qasr Imbernon Baizhanov
Al Naseem
Mina A Salam

SBU Talent Development Team

UAE

Moun Idriss Khawla AlSaidi Facundo Lopez Molina Vaughn Roy Aberdein
Inside Burj Al Arab & Inside Burj Al Arab & Inside Burj Al Arab & Inside Burj Al Arab &
Burj Al Arab Burj Al Arab
Burj Al Arab Burj Al Arab

Dorottya Haris Salina Karki Mwanaidi Abdallah Nelleh Orano
Jumeirah Zabeel Jumeirah Zabeel Jumeirah Creekside Jumeirah Living
Marina Gate & Zabeel
Saray Saray Hotel House The Greens

Fathima Alqasimi Fatima Arlene Farhanah Mallahi Elleine Tactay
Jumeirah Living World Jumeirah Restaurant Group & Corporate, Jumeirah Saadiyat
Group Services, Asset
Trade Center Group Management & Dubai Island

Shared Services

SBU Talent Development Team

Europe

Sarah Penkett Carmyn Herfort Sara Fiorillo Mercedes Rovira
Jumeirah Lowndes Jumeirah Frankfurt Capri Palace Jumeirah Port Soller
Hotel & Carlton Tower
China MEASA
Jumeirah

Hazel Zhang Lulu Han Yuki Huang Leonie Siegel
Jumeirah Himalayas Jumeirah Nanjing Jumeirah Guangzhou Jumeirah Maldives

Hotel Shanghai MEASA

Samah Maghraby Gita Mahayani Shaima Abuzeid Omar Bayahya
Jumeirah Muscat Bay Jumeirah Bali Jumeirah Messilah Jumeirah Jabal Omar

Beach Hotel

TALENT
DEVELOPMENT

STRATEGY

Talent
Development

Talent National
Acquisition Development

Build
Talent

HR People Colleague
Systems First Centric

Deliver Create
Service Culture

HR HR
Governance Support

Total HR
Rewards Innovation

At Jumeirah our Talent Development philosophy is to develop,
train & assess the best people in the industry who provide superior
service and experiences to our Stakeholders.

People First is our Strategic Agenda supported by 3 key pillars
which is achieved by delivering 9 enablers one of which is Talent
Development

Learning & Development and the Talent team work together to
deliver our or Talent Development Strategy

Pillars of Talent Development

LEARNING CONENT CURATION VS CREATION
Content curation is equally as important as content creation. Curation can be
partnering with an external supplier, revamping older content or having leaders
develop sessions they are experts in. Involving subject matter experts in content
creation, ensures the content is credible.

Developing functional expertise should be considered equally important to
developing soft skills

Creation of content will no longer solely be instructor led training (ILT) using
PowerPoint presentations & workbooks. Online content creation sessions will be
arranged for all L&D leads. Content creation will be based on learning theory

All content whether created or curated must be based on metrics not guesses.

A comprehensive learning needs analysis done regularly will provide data to
create or curate relevant learning solutions. By having colleague input in our
analysis, we can create content with the learner in mind

Pillars of Talent Development

LEARNING FACILITATION
Facilitation will consider different learning styles & be underpinned by science not
good ideas. Activities must have an outcome rather than be to ‘get people up &
moving’

Innovative, interactive & engaging facilitation is expected

Social not just formal learning is the focus for 2021. 70:20:10, cross training,
coaching, mentoring, stretch assignments

Learning must be measurable based on outcomes not just feedback forms

Pillars of Talent Development

PERFORMANCE MANAGEMENT

In order to make data driven decisions as a function, 2021 will see a focus on
measuring our performance with Talent Development Strategy, including the
following elements:

Goal setting & monitoring
Development plans (LPDP & PIDP)
Performance vs potential based Talent Reviews
Calibrations
Succession planning
Check in conversations (1:1’s)
Year-end performance reviews

The Talent Tam led by Kerry Robbin manage this pillar

Mercury TeamSite

Mercury is Jumeirah’s intranet where the Jumeirah Group
Learning Teamsite is located.

The Jumeirah Group Learning Teamsite is your L&D
information hub.
Here you will find information on the following:

Forms
Processes
Policies
Training Course Material
E Cornell
Axonify
HEART of Jumeirah
SPIRIT of Jumeirah

Instructor Led Sessions

Jumeirah Group is committed to delivering high quality learning
initiatives & training fulfilling each colleagues diverse requirements and
promote development in their role and future career growth.

For the content of Jumeirah’s instructor training offerings, visit Training
Material on the Jumeirah Group Learning Teamsite on Mercury. The
courses that are currently on offer are:

Jumeirah Connect: Jumeirah’s Orientation Program
Behavioural Based Interview Training
Handling Guest Feedback
Cultural Diversity
Dynamic Training Techniques Workshop
Emotional Responsiveness
Essential Skills for F&B Leaders
Rooms College
HEART of Jumeirah
Spirit of Jumeirah
ASPIRE to LEAD
ASPIRE to EXCEED
Jumeirah One Loyalty Program
Leadership Foundations
Leadership Lessons
Interns Lunch & Learn

ECornell

eCornell provides online certificate programs across marketing,
management, hospitality, human resources and more. Jumeirah has a
partnership with eCornell for the leadership team to take courses in a variety
of different areas.

For a full list of eCornell courses we offer scan the below QR code or visit the
Jumeirah eCornell portal.

To apply for a course a colleague must:
Fill out an application form which is located under forms on the Jumeirah
Group Learning TeamSite.
Get the form signed by their line manager & submit to their SBU L&D team
The form must be submitted to corporate L&D department for registration
The colleague will then be registered for the course & the charges (277
USD per course) will be cross charged accordingly.

Learning on Oracle Fusion

Oracle Fusion is Jumeirah’s Learning Management System (LMS). Scan the QR
code below to watch a quick video on getting started with Oracle Fusion
Learning. The platform is single sign on, using windows credentials. Colleagues
can register for instructor led training & take eLearning courses on Oracle
Fusion. New joiners will have two months from their date of joining to complete
the mandatory sessions

Mandatory:
Code of Conduct & Ethics: for all colleagues
Data Protection 101: for all colleagues
Data Protection 101 Refresher: all colleagues, completed 1 year after
completing Data Protection 101
Data Protection In-Depth:
Information Security Awareness: A two-part eLearning course on Dubai
Holdings IT Security regulations for colleagues who have a company email
address
Anti Money Laundering: how to spot & prevent money laundering, for
colleagues who handle payments

Voluntary:
System Training Videos: Training on the different systems we use at
Jumeirah including fusion itself.
Contract Legal Review Process: Training on the contract legal review
process for anyone who handles contracts
Unconscious Bias: Training on the different types of bias focusing on
gender bias

Oracle Fusion training is currently available in the UAE, UK, Germany & Spain.
New eLearning is added regularly to Oracle Fusion which has been mandated
by Dubai Holding. International properties have additional eLearning courses
on fusion based on the legal requirements in their region.

Axonify

JLearning by Axonify is an AI driven gamified learning application
which each colleague at Jumeirah has access to, to play games,
compete with each other & learn.

Download the application from the app store/google play or scan
the QR code to get started. The platform is single sign on, using
windows credentials.

Content creation for Axonify is done on a co-creation basis. Each
L&D lead in the SBU’s creates a piece of content, which then goes
through an approval process. There is currently content for all the
service standards. New content is released regularly.

Contact Corporate L&D to schedule your Axonify induction

Compliance

Each Jumeirah property is bound by the laws of the country in which it
operates, and this includes compliance to training and health and safety
requirements. This includes certifications around food handling, first aid and
manual handling.

All Health & Safety regulations must be adhered to and are under the direction
of the HSE team in each hotel. In certain roles, all required certifications must be
completed if required before cross training can commence.

Please see the below for the UAE- this will be different for each country

UAE
First Aid Training certificate for every 3 in 100 colleagues
Basic Food Safety for all food handlers
Person in Charge training 1 per outlet per shift
Fire Safety Training for all colleagues every 6 months
Dubai Way Level 2 all front office colleagues
Dubai Way Inclusive Service 3 per shift
Dubai Way Sustainability 1 per SBU
Sustainability Training on the SBU Plan- all colleagues annually

Cross Training

Jumeirah offers every colleague the opportunity to get exposure in
another department or SBU once they have passed their probation.

A full signed Cross-Training Form, as well as a completed cross -
training plan should be submitted to the receiving L&D department to
receive a certificate
A colleague must complete 60 hours of cross-training in a 3-month
period in their chosen department to receive a certificate
Colleagues cannot undertake cross-training in security
Colleagues who wish to cross train in HR must do so in another SBU
and not in the HR department of their own.
Cross-training in any department is at the discretion of the receiving
department and the HR Director.
Cross-training may be cancelled at any time at the discretion of the
HOD if business pressures or other extenuating factors are identified.
Cancellation of cross-training must be brought to the attention of the
L&D lead and the HR Director.

Departmental Trainers

Jumeirah Group is committed to The Stay Different Brand Promise and
ensures all Departmental Trainers are developed to be able to train the
department standards and sequence of service to embed the Jumeirah
HEART service philosophy in each department.

The management of Department Trainers is the sole responsibility of the
Department Head, supported by the Learning and Development Department.
It is essential that, the Department Head should be involved in the process of
selecting, appointing, engaging, and recognizing Departmental Trainers.

It is the responsibility of the Learning and Development Head, to ensure that
sufficient numbers of Departmental Trainers are in place in each department
to train the staff effectively. Each function should have a department trainer,
approximately 1:25 (colleagues)

Departmental Trainers Role

A departmental trainer delivers practical on the job training and
performance-based training to colleagues within a department with a focus
on upskilling both new starters and existing colleagues to deliver service at
the Jumeirah Standards

To coordinate with the L&D department
Manager to analyse training needs and communicate to DT
To train new starters on department standards
To train existing colleagues on any required training need and standards
To maintain training attendance records
To support department KPIs and Objectives
To create monthly departmental training calendars
To create and maintain session plans
To utilize Mercury and/or Microsoft Office Systems to maintain
communication
To use the LMS or other process for training nominations
To attend Departmental Trainers meetings arranged by L&D
To participate in DT Spot Checks Conducted by L&D
To evaluate the effectiveness of training
To measure department performance monthly
To consistently develop own knowledge and Skills

Full details on departmental trainers can be found in the Departmental
Training Policy under Policies on the Jumeirah Group Learning TeamSite on
Fusion

Colleague Connect on Yammer

Colleague Connect is your one stop shop for keeping in touch, sharing
updates & celebrating each other’s success.

The Yammer app can be downloaded from the App Store or Google Play or
scan the QR code below to get started.

The Learning & Development team are the custodians of yammer, ensuring
that each SBU posts once per week

Get Connected

The Learning & Development global team have multiple communication
channels to stay in touch, share ideas & help each other out.

Mailing lists - L&D Only UAE & L&D Only International
Whatsapp group- L&D Global

Get in touch with Corporate Learning & Development to join the whats
app group & mailing list