Learning & Development Manager

About the Role
The position plays a crucial role in driving company values and philosophy, ensuring that all training and development activities are strategically aligned with the organization’s mission and vision. This role collaborates with the property leadership team to identify and address both employee and organizational development needs. Responsibilities include the design and facilitation of various training programs that cover product knowledge, company philosophy, customer service, and leadership skills. The effective measurement of training outcomes ensures a return on investment, confirming that desired business results are achieved.

Candidate Profile
Education and Experience

• 2-year degree from an accredited university in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or a related major; 2 years of experience in the human resources or a related professional area; certified trainer.
  OR
• 4-year bachelor's degree in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or a 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 contribute to service excellence.
• Ensures employees receive ongoing training to understand guest expectations.
• Utilizes effective training methods to ensure employees comprehend guest satisfaction and can demonstrate its principles.
• Regularly meets with the 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 regularly with participants to assess progress and address concerns.
• Partners with operational leaders to evaluate if employees demonstrate effective technical and leadership skills.
• Reviews comment cards, guest satisfaction results, and other data to identify areas for improvement.
• Measures the transfer of learning from training courses to operations.
• Ensures adult learning principles are incorporated into training programs.

Developing Training Program Plans and Budgets

• Ensures training and development activities (department-specific and general property training) are strategically linked to organizational mission and vision.
• Identifies performance gaps and collaborates with managers to develop and implement appropriate training initiatives to improve performance.
• Makes necessary adjustments to training methodology and/or re-trains as appropriate.
• Aligns training and development programs to effectively impact key business indicators.
• Establishes guidelines for employees to understand expectations and parameters.
• Develops specific training initiatives aimed at improving service performance.
• Drives brand values and philosophy in all training and development activities.
• Incorporates guest satisfaction as an element in departmental meetings focusing on continuous improvement.

Managing Training Budgets

• Participates in the development of the training budget as needed.
• Manages the budget in alignment with Human Resources and property financial goals.
• Controls department expenses to achieve or exceed budgeted goals.
• Utilizes P-card if suitable to manage departmental expenditures.