Learning & Development & Quality Manager
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Job Summary
JOB SUMMARY
Helps drive company values and philosophy and ensures all training and development activities are strategically linked to the organizations 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.
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.
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4-year bachelors 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 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.
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 organizations 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.
At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our associates. We are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.
Managing Quality Assurance Goals
- Coaches managers on adopting the Total Quality Management leadership style.
- Conducts monthly audit to ensure compliance with company and brand standards
- Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
- Directs property quality efforts to address critical customer requirements.
- Assists with regional and/or company-wide implementation of company best practices.
- Facilitates process improvement teams assuring use of the systematic processes and improvement is achievable and measurable.
Managing Quality Tools
- Ensures that management practices at all levels are aligned with quality tools by providing training in quality sciences.
- Uses data collection methods to compile display track and analyze defect trends.
- Demonstrates and communicates key drivers of guest satisfaction for the brands target customer.
- Analyzes issues and identifies trends.
Managing the Guest Experience
- Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
- Responds to and handles guest problems and complaints.
- Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product service levels and overall satisfaction.
- Models service behaviors that meet or exceed guest expectations.
MANAGEMENT COMPETENCIES
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| Managing Execution |
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| Building Relationships |
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| Generating Talent and Organizational Capability |
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| Learning and Applying Professional Expertise |
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Required Experience:
Manager
About Company
At Le Méridien, we are inspired by the era of glamorous travel, celebrating each culture through the distinctly European spirit of savouring the good life. Our guests are curious and creative, cosmopolitan culture seekers that appreciate moments of connection and slowing down to savou ... View more
