About the Role
The position is pivotal in driving company values and philosophy, ensuring that all training and development activities are strategically connected to the organization’s mission and vision. Collaborating with the property leadership team, this role addresses employee and organizational development needs. Responsibilities include designing, developing, and delivering training programs on various topics such as product knowledge, company philosophy, customer service, and leadership skills. The position also measures the effectiveness of training to validate the return on investment.
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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 of 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 and exemplifies excellent customer service.
- Helps employees identify specific behaviors that contribute to service excellence.
- Ensures ongoing training to understand guest expectations.
- Utilizes effective training methods to enhance guest satisfaction skills.
- Regularly meets with training cadre 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 with participants to assess progress and address concerns.
- Partners with operational leaders to evaluate employee technical and leadership skills.
- Reviews guest feedback and other data to identify areas for improvement.
- Measures the transfer of learning from training to operations.
- Incorporates adult learning principles into training programs.
Developing Training Program Plans and Budgets
- Links all training and development activities to the organization’s mission and vision.
- Identifies performance gaps and collaborates with managers to implement appropriate training.
- Adjusts training methodologies and retrains as necessary.
- Aligns training programs with key business indicators.
- Develops clear guidelines for employee expectations and performance parameters.
- Creates specific training to enhance service performance.
- Drives brand values and philosophy in all training activities.
- Incorporates guest satisfaction into departmental meetings with a focus on continual improvement.
Managing Training Budgets
- Participates in the development of the Training budget as required.
- Manages the budget in alignment with Human Resources and property financial goals.
- Controls departmental expenses to meet or exceed budget goals.
- Utilizes a P-card, if appropriate, to manage departmental expenditures.
