About the Role
This position helps drive company values and philosophy by ensuring all training and development activities are strategically linked to the organization’s mission and vision. You will work closely with the property leadership team to identify and address employee and organizational development needs, ensuring effective training is in place to enable the achievement of desired business results. Training programs will focus on various topics such as product knowledge, company philosophy, customer service, and leadership skills. You will be responsible for conducting needs assessments, designing and developing training programs, and facilitating the delivery of both custom and corporate training programs. Measuring the effectiveness of training will be key to ensuring a 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 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, exemplifying excellent customer service and creating a positive atmosphere for guest relations.
- Helps employees identify specific behaviors that will contribute to service excellence.
- Ensures employees receive ongoing 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.
Benefits
- Opportunity to be part of a global team and a top-tier hospitality brand.
- Continuous training and development opportunities.
- Commitment to employee well-being and satisfaction, including a strong focus on camaraderie and community within the workplace.
