Director of Training, Marriott Bonvoy

Marriott Bonvoy

Location:
United States, Maui

Category:
Human Resources

Contract Type:
Employment contract

Salary:

107000.00 - 134000.00 USD / Year

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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. Specializes in performance development and learning delivery of brand and service-related topics. Plans and executes key learning delivery and leadership development activities. Facilitates and/or delivers specified on-property training, including core required training and brand training for hourly associates, supervisors, and leaders. Acts as subject matter expert on brand and leadership development tools, resources, and technology, educating all leaders on their resources and assisting in their development as requested/appropriate. Monitors compliance of all required training, including training programs for new hires, brand training initiatives, and works directly with human resources and operations leaders to drive compliance for all required training. Understands and utilizes learning technology platforms and oversees Learning Coordinator responsibilities to support the hotel’s training needs. Verifies programs/processes are effectively implemented to accomplish objectives in alignment with broader business objectives. Conducts needs assessments and partners with continent learning team to identify appropriate programming and facilitates the delivery of both custom and corporate training programs. Participates fully in the Field Trainer Network hosted by the continent learning organization to verify updated programs and processes are pulled through for the hotel. Works with considerable independence, developing and facilitating programs to accomplish learning objectives in alignment with broader business objectives. Utilizes a Learning Delivery Plan aligned with property and brand strategies to deliver learning that enable business success. Measures the effectiveness of training to ensure a return on investment.

Job Responsibility:

Promotes and informs associates about all training programs
Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations
Participates fully in the Field Trainer Network hosted by the continent Learning team
Supports or oversees Learning Coordinator responsibilities to support the hotel’s learners
Understands role and functionality of Digital Learning Zone, including impersonation, assignments and reporting capabilities
Stays current on learning technology enhancements and new learning program launches
Helps associates identify specific behaviors that will contribute to service excellence
Ensures associates receive on-going training to understand guest expectations
Uses effective training methods to ensure associates have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills
Observes service behaviors of associates and provides feedback to individuals and/or managers
Coordinates required training programs, including identification of participants and periodic follow-up for completing, when appropriate
Delivers training to promote transfer of knowledge according to program learning objectives
Thoroughly prepares for each learning event (in-person or virtual) and demonstrates a mastery of content knowledge
Creates an environment that enables maximum learning by employing adult leaning principles
Demonstrates knowledge of the uniqueness of each audience, including delivery adjustment to the various learning styles represented, as well as for any special needs that could affect the learning
Ensures participants receive the appropriate property and company orientation, understand program materials, and build relationships with property leadership team
Demonstrates mastery of training technology and best practice facilitation methods to maintain quality standards for all mediums of training delivery
Demonstrated overall control of the learning environment, including effectively leading the learning activities, giving directions, utilizing the experiential learning cycle, addressing classroom behavioral issues, etc. as appropriate
Ensures participants receive the appropriate property and company orientation, understand program materials and build relationships with property leadership team
Promotes and informs employees about all training programs
Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills
Develops specific training to improve service performance
Works with leadership team to determine development needs of managers
Drives brand values and philosophy in all training and development activities
Identifies performance gaps and works with managers to implement appropriate training to improve performance
Makes necessary adjustments to training methodology and/or re-trains as appropriate
Establishes guidelines to convey expectations and parameters to associates
Identifies specific training to improve service performance
Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement
Demonstrates mastery of brand acumen for the brand supported by understanding brand pillars, modeling the behavior, and holding others accountable
Provides additional training to participants to increase skills (e.g., HR Skills, Fire Safety, OSHA, Food Handling etc.)
Works with hotel leadership team to determine development needs of managers
Plays an active role in Voyager program to verify new leaders are fully engaged with the program, receive proper coaching, and required training
Develops and maintains an annual or quarterly training calendar
Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills
Implements and maintains a property orientation program for associates to introduce the company culture
partners with continent learning team on additional development work or updates needed on programming
Leverages continent learning team for learning programs and resources to meet hotel specific needs
Consults with department leaders to understand challenges and deliver learning solutions against those challenges
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
Monitors enrollment and attendance at training classes. Logs attendance within associate record
Meets regularly with participants to assess progress and address concerns
Partners with operational leaders to assess if associates demonstrate effective technical and leadership skills
Reviews comment cards, guest satisfaction results, and other data to identify areas of improvement
Aligns current training and development programs to effectively impact key business indicators
Verifies that management and non-management training programs are conducted in accordance with standard operating procedures
Aligns current training and development programs to effectively impact key business indicators
Measures transfer of learning from training courses to the operation
Tracks key business indicators (employee and guest satisfaction, retention and financial results) to determine the effectiveness of current training and development programs

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
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:

bonus program
comprehensive health care benefits
401(k) plan with up to 5% company match
employee stock purchase plan at 15% discount
accrued paid time off
life insurance
group disability insurance
travel discounts
adoption assistance
paid parental leave
health savings account (except for positions based out of or performed in Hawaii)
flexible spending accounts
tuition assistance
pre-tax commuter benefits
other life and work wellness benefits
stock awards
deferred compensation plans

Additional Information:

Job Posted:
March 22, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Director of Training