Silvia Serena Spanu

Developed and Implemented new LXP across NSW PPHG Properties

Designed e-learning courses and relevant courses

Delivered training programs

Implemented a new On-boarding Learning Structured

Achieved over 65 hours of training per associate

Implemented L&D roadmap 2024

Introduced and Implemented a Monthly Learning Calendar

• Designed and implemented a new team member journey: On-boarding programme including a personalised Induction and an interactive PDF pre on-boarding pack for each Club
• Introduced an Exit interview Record to improve turnover (from 35% to 22.4%).

• Worked for the two Members Club of the Year - London Lifestyle Awards 2021/2022
• Built a Talent Pipeline for internal development and professional growth
• Compiled a Talent Pool to assist HODs in identifying and improving the quality of the candidates
• Created a Training Matrix and achieved 96% statutory training compliance.

• Introduced and implemented an Annual and Monthly Training Calendar
• Achieved over 107 hours of training for each associate
• Developed individual continual professional development sessions for associates of all levels across the property
• Created SOPs for HRIS Oracle and Time & Attendance system Kronos
• Reviewed and updated Marriott's Performance Management tool
• Attained Titanium TakeCare level and assisted associates in the use of Level30 TakeCare App.

• Awarded 'Yearly Thrive at Hilton Champion'
• Delivered outstanding customer care at all times
• Welcomed Management of VIP arrivals including heads of state, sport celebrities and movie stars
• Served as the main point of contact for VIP Guests and ensured hotel departments were fully briefed on their requirements
• Handled all guest complaints.

• Responsible for launching and implementing HEARTIST - Accor's new Cultural transformation program dedicated to all talents across Accor
• Achieved 100% compliance on Statutory and Accor's internal trainings
• Attained 98% auditing compliance
• Assisted with the implementation of Accor's new PMS system, FOLS, in the pilot hotel for midscale (UK)
• Managed Recruitment & Selection - 12.7% turnover
• Implemented and execute the hotel personnel policies rules
• HR administration tasks and payroll consolidation (holiday, sickness and training reconciliation).

• Exposure in HR during recruitment days for Canary Wharf opening
• Developing ideas for recruitment day projects
• Administration role.