Learning And Development Manager

• 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 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.

• 4-year degree from an accredited university in Human Resources, Business Administration, or related major
• Prior work experience in hotel-based Training, Generalist role or Human Resources Manager role
• Brand Trainer Certified (Marriott) or an equivalent in adult learning/platform skills certification (external)
• Multi-lingual experience an added advantage.

Multi-lingual experience

• Equal opportunity employer
• Access to training and development opportunities
• Recognition programs
• Focus on holistic well-being
• Camaraderie with diverse co-workers.