Marwa Adel Mahmoud

Learning and Development Role

• Designing and delivering training programs for clinical and non-clinical staff, including orientation sessions for new employees, compliance training, and continuing education on hospital policies and best practices. Achieved a 95% completion rate across required training.
• Conducting skill assessments to identify staff training needs, and collaborating with department heads to create customized training plans that address performance gaps.
• Organizing leadership training for supervisors and department leads, focusing on areas such as effective communication, team building, conflict resolution, and patient-centered care. Helped build a pipeline of leaders, enhancing succession planning and internal promotions.
• Ensuring that all staff received mandatory training on healthcare regulations, safety protocols. Coordinated regular audits and follow-up training to maintain high standards and meet Joint Commission requirements, achieving zero compliance issues.
• Providing regular performance feedback to employees and collaborating with department managers to develop individualized improvement plans. Implemented coaching techniques and follow-up sessions to enhance skills and support professional growth.
• Managing training budgets, ensuring cost-effective use of resources, negotiating with vendors for training materials, and integrating e-learning platforms to reduce costs and improve accessibility.
• Working closely with HR, quality control, and department heads to align training initiatives with organizational goals, enhance patient care standards, and foster a culture of continuous learning and development.
• Creating and developing all forms related to Learning & Development.
• Managing and Controlling ISO 9001, 14001, 1002, and JCI audits in coordinating with the concerned departments.

Organization Development Role:

• Developing, implementing, and designing Org Charts, Unit Descriptions, Job Descriptions, KPIs & objectives
• Conducting Job Analysis, creating and updating job description
• Monitoring the status changes (promotions, transfers, resignations, retirements, etc...), providing required reports as per budgeted FTEs &Manpower Planning Policy
• Supporting HR restructuring projects
• Assisting in maintaining and developing Manpower Planning.
• Developing and updating HR Policies & procedures
• Coordinating and facilitating the communication to all staff of performance issues
• Supporting specific performance improvement initiatives, through the implementation of a new behavioral competency framework.

• Developing and updating job descriptions through job analysis.
• Formulating Key Performance Indicators based on the objectives in order to measure employees’ performance in an accurate manner
• Delivering effective induction programs to familiarize employees with the company’s culture, benefits, and policies
• Managing probationary performance evaluations and providing coaching and support for involuntary terminations.
• Identifying training and development needs and creating the TNA through interviews with employees, appraisal schemes, and regular consultation with line managers
• Implementing the training plan with respect to the allocated budget.
• Conducting exit interviews and preparing a monthly report .
• Updating organizational charts and headcount reports on a monthly basis.
• Developing HR documents, including evaluation forms and experience letters

• Coordinating and delivering training programs up to middle management
• Mapping out training plans and schedules
• Identifying organizational needs in order to address training needs
• Implementing staff engagement strategies
• Maintaining the Training department’s budget
• Administrating all tasks of cluster training to top management / Rixos Sharm El-sheikh and Rixos Premium Seagate Sharm
• Delivering cluster training programs to mixed groups for two hotels.
• Acting as Assistant Training Manager for 2 years
• Supervising and managing coordinators and language teachers including their development, vacation plans, and regular feedback meetings
• Negotiating and coordinating external training programs through training providers and the Egyptian Ministry of Tourism
• Running and managing HACCP certification audits in cooperation with concerned departments Managing and controlling ISO 9001, 14001, and 10002 audits in coordinating with the concerned departments
• Developing and creating new training programs, projects, and databases in cooperation with the cluster team in two hotels
• Inspecting and reviewing spot-checking for all departmental training activities in all hotel departments, following this with necessary reports.
• Supporting and coordinating with the HR team in various HR tasks.

• Onboarding new hires and training them according to the hotel policy
• Delivering basic hospitality training programs

Organizing training sessions

• Ordering training supplies and materials for the department.
• Maintaining and improving the filing system in place.
• Preparing and communicating weekly and monthly reports

• Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
• Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
• Assisted customers with varying questions using product knowledge and service expertise.
• Maintained excellent client satisfaction by providing in-depth support.
• Answered customer telephone calls promptly and improved on-hold wait times.