Training & Quality Manager

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. The role will be reporting to the Director of Human Resources with a dotted reporting line to the General Manager.

CANDIDATE PROFILE

Education and Experience

Bachelors degree in Human Resources Hotel and Restaurant Management Hospitality Business Administration or related major; certified trainer with proven experience in executing Marriott training programs along with total quality management.

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.

Quality Assurance:

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.