Education and Experience

Short-term employment services

• 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 bachelor’s 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.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.
• 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 the digital learning platform, including impersonation, assignments and reporting capabilities.
• Stays current on learning technology enhancements and new learning program launches.
• 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.
• Verifies participants receive the appropriate property and company orientation, understand program materials, and build relationships with property leadership team.

Evaluating Training Programs Effectiveness

• 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 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.
• 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.

Managing Associate Training Program 

• 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.
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Leverages continent learning team for learning programs and resources to meet hotel specific needs.
• Delivers specific training to improve service performance.
• Demonstrates mastery of brand acumen for the brand supported by understanding brand pillars, modeling the behavior, and holding others accountable.

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.