Training Manager

About the Role

Helps drive company values and philosophy, ensuring all training and development activities are strategically linked to the organization’s mission and vision. Works with property leadership to identify and address employee and organizational development needs. 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.

Key Responsibilities

• Conduct needs assessments, design and develop training programs.
• Facilitate the delivery of both custom and corporate training programs.
• Measure the effectiveness of training to ensure a return on investment.
• Promote and inform employees about all training programs.
• Display leadership in guest hospitality, exemplify excellent customer service, and create a positive atmosphere for guest relations.
• Help employees identify specific behaviors that contribute to service excellence.
• Ensure employees receive on-going training to understand guest expectations.
• Use effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
• Meet with training cadre on a regular basis to support training efforts.
• Observe service behaviors of employees and provide feedback to individuals and/or managers.
• Monitor enrollment and attendance at training classes.
• Meet regularly with participants to assess progress and address concerns.
• Partner with operational leaders to assess if employees demonstrate effective technical and leadership skills.
• Review comment cards, guest satisfaction results, and other data to identify areas of improvement.
• Measure transfer of learning from training courses to the operation.
• Ensure adult learning principles are incorporated into training programs.
• Ensure all training and development activities are strategically linked to the organization’s mission and vision.
• Identify performance gaps and work with managers to develop and implement appropriate training to improve performance.
• Make any necessary adjustments to training methodology and/or re-train as appropriate.
• Align current training and development programs to effectively impact key business indicators.
• Establish guidelines so employees understand expectations and parameters.
• Develop specific training to improve service performance.
• Drive brand values and philosophy in all training and development activities.
• Incorporate guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Participate in the development of the Training budget as required.
• Manage budget in alignment with Human Resources and property financial goals.
• Manage department controllable expenses to achieve or exceed budgeted goals.
• Utilize P-card if appropriate to control and monitor departmental expenditures.

Requirements & Tech Stack

• Certified trainer

Qualifications

• Option 1:
• 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.
• Option 2:
• 4-year bachelor's degree in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major.
• Certified trainer.
• No work experience required.