Director of Learning/Learning Manager Job at Marriott Bonvoy (Shanghai)

Job Description

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.

Job Responsibility

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
Ensures effective training is in place to enable the achievement of desired business results
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
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
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
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
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
Ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day
Learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values

Requirements

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

What we offer

Chance to be proud of the work you do and who you work with
Opportunity to do your best work, begin your purpose, belong to an amazing global team, and become the best version of you

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Director of Learning/Learning Manager

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