Pauline Rizk

Management Associate, Spearhead Training, Qatar

Pauline is a Lebanese national, and a trilingual trainer (Arabic, English, French), with nine years ‘hands on’ experience in customer service, management development and employee training.

Pauline originally studied for a degree in Hospitality Management from 1999 until 2004. During this period she also got ‘hands’ on practical experience by working in the hotel industry, while studying at the same time. In 1999 she began her career in a major luxury five star hotel in Beirut – the InterContinental Phoenicia. Her role was mainly focusing on training staff in the Operations Department and running Customer Service training courses. In 2002, due to her outstanding performance, Pauline was chosen as ‘Employee of the Year’. Following on from this, she was subsequently offered the position of Regional Human Resources Administrator for five Intercontinental hotels in Lebanon. After two years in this post, she moved to the Recruitment and Selection Department.

In 2004 having graduated from Notre Dame University, Beirut, Pauline took up a position with the InterContinental Hotel Group Career Development Department. During this period she was certified as a master trainer for both on-the-job and off-the-job training skills. The training she delivered focused on various areas of customer care and frontline guest contact.

Pauline facilitated the following courses: ‘Group Training Skills’, ‘On-the-job Training Skills’, ‘Management Training’ and ‘Development Training’ for staff moving into roles such as Supervisors, Middle Managers and Departmental Training Coordinators. Further to this, Pauline was part of the committee which created a one-year (S.T.E.P.S.) programme (Supervisory Training & Educational Path to Success) for the InterContinental Hotel, which was designed to develop ‘high potential’ line supervisors. After the launch of the programme and its initial success, the programme was used as the official training for the InterContinental Hotels Group in the Middle East.

In 2005 Pauline took a more senior post when she moved to the position of Quality Assurance and Training Manager, with the Mövenpick Hotel and Resort, Beirut. In this post she was responsible for all the quality control standards of Mövenpick and the tutoring of all rank and file supervisors. She also had overall responsibility for all management training programmes.

During her tenure with the Mövenpick, Pauline created new training programmes for the hotel such as ‘Wheel of Fortune’, ‘Back to Basics’, ‘Conducting Performance Appraisals’, ‘Management Training and Development’, ‘Up-selling Front Office’, ‘Up-selling in Food & Beverage’ and the ‘Mövenpick Leaders Programme’. Most of these training courses have now been implemented in all Mövenpick Hotels throughout the Middle East. Pauline was also responsible for the first implementation of HACCP (Hazard Analysis Critical Control Point) certification in Beirut, where she created a manual for Basic Food Hygiene and Advanced Food Safety For Food Handlers.

As a professional trainer Pauline brings with her a comprehensive background in Training, Human Resources, Customer Service, Personnel Development and Management.

Pauline joined Spearhead Training in 2008.

The programmes that Pauline can deliver as a trainer are as follows:

Management & Leadership
> Coaching For Optimum Performance
> Driving Performance – Core Competencies
> How to Conduct Effective Meetings
> Supervisory Management Skills – for 1st / 2nd Level Supervisors
> Leading High Performance Teams

HR Management & Training
> Interviewing Skills – For Recruitment and Selection
> Train the Trainer – Group Training Techniques
> Writing Effective Job Descriptions
> Writing Effective Policies and Procedures

Customer Service
> Customer Focused Management
> Etiquette for Excellent Customer Service
> Improve Your Telephone Skills – ‘How to Win & Keep Customers’
> Telephone Skills and Customer Care

Sales and Marketing
> Improving Your Sales Skills – The Key Elements of Successful Selling
> Presentation Skills – Making a Powerful Impact on Any Audience

Personal Development
> Brilliant Body Language!
> Be a Better Listener – Active Listening Skills
> Assertiveness Skills (& Dealing with Difficult Situations)
> Developing Effective Interpersonal & Communication Skills
> Self and Time Management

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