Multi Property - Assistant Training Manager

About This Role

Helping to drive company values and philosophy, this role ensures all training and development activities are strategically linked to the organization’s mission and vision. The Assistant Training Manager works with the property leadership team to identify and address employee and organizational development needs, ensuring effective training is in place to achieve desired business results.

Responsibilities

• 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 will contribute to service excellence
• Ensure employees receive ongoing 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 (department specific and general property training) 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 retrain 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