Manager-Training at Marriott Hotel

JOB SUMMARY

• Helps drive company values and philosophy and ensures all training and development activities are strategically linked to the organization’s mission and vision.
• Works with property leadership team to identify and address employee and organizational development needs.
• The position is responsible for ensuring effective training is in place to enable the achievement of desired business results.
• Training programs focus on a variety of topics, including product knowledge, company philosophy, and customer service and leadership skills.
• Conducts needs assessments, designs and develops training programs and facilitates the delivery of both custom and corporate training programs.
• Measures the effectiveness of training to ensure a return on investment.

CANDIDATE PROFILE

Education and Experience

•  2-year degree from an accredited university in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the human resources or related professional area; certified trainer.

           OR

•  4-year bachelor's degree in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; certified trainer; no work experience required.

CORE WORK ACTIVITIES

Administering Employee Training Programs

•  Promotes and informs employees about all training programs.
•  Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
•  Helps employees identify specific behaviors that will contribute to service excellence.
•  Ensures employees receive on-going training to understand guest expectations.
•  Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest       satisfaction skills.
•  Meets with training cadre on a regular basis to support training efforts.
•  Observes service behaviors of employees and provides feedback to individuals and/or managers.

Evaluating Training Programs Effectiveness

•  Monitors enrollment and attendance at training classes.
•  Meets regularly with participants to assess progress and address concerns.
•  Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.
•  Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
•  Measures transfer of learning from training courses to the operation.
•  Ensures adult learning principles are incorporated into training programs.

Developing Training Program Plans and Budgets

•  Ensures all training and development activities (department specific and general property training) are strategically linked to the organization’s mission and vision.
•  Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
•  Makes any necessary adjustments to training methodology and/or re-trains as appropriate.
•  Aligns current training and development programs to effectively impact key business indicators.
•  Establishes guidelines so employees understand expectations and parameters.
•  Develops specific training to improve service performance.
•  Drives brand values and philosophy in all training and development activities.
•  Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.

Managing Training Budgets

•  Participates in the development of the Training budget as required.
•  Manages budget in alignment with Human Resources and property financial goals.
•  Manages department controllable expenses to achieve or exceed budgeted goals.
•  Utilizes P-card if appropriate to control and monitor departmental expenditures.