Training Manager - Multi Property

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

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

OR

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 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

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