This role helps drive company values and philosophy by ensuring all training and development activities are strategically linked to the organization’s mission and vision. The manager specializes in performance development and learning delivery of brand and service-related topics, planning and executing key learning delivery and leadership development activities.
Responsibilities
Drive company values and philosophy and ensure all training and development activities are strategically linked to the organization’s mission and vision
Specialize in performance development and learning delivery of brand and service-related topics
Plan and execute key learning delivery and leadership development activities
Facilitate and/or deliver specified on-property training, including core required training and brand training for hourly associates, supervisors, and leaders
Act as subject matter expert on brand and leadership development tools and resources, educating all leaders on their resources and assisting in their development as requested/appropriate
Monitor compliance of all required training, including training programs for new hires and brand training initiatives
Work directly with HR and Operations Leaders to drive compliance for all required training
Understand and utilize learning technology platforms and oversee Learning Coordinator responsibilities to support the hotel’s training needs
Verify programs/processes are effectively implemented to accomplish objectives in alignment with broader business objectives
Conduct needs assessments
Partner with continent learning team to identify appropriate programming and facilitate the delivery of both custom and corporate training programs
Participate fully in the Field Trainer Network and partner with the continent Learning organization to verify updated programs and processes are pulled through for the hotel
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 will 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
Observe service behaviors of employees and provide feedback to individuals and/or managers
Support or oversee Learning Coordinator responsibilities to support the hotel’s learners
Understand role and functionality of the digital learning platform, including impersonation, assignments and reporting capabilities
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Stay current on learning technology enhancements and new learning program launches
Coordinate required training programs, including identification of participants and periodic follow-up for completing, when appropriate
Deliver training to promote transfer of knowledge according to program learning objectives
Thoroughly prepare for each learning event (in-person or virtual) and demonstrate a mastery of content knowledge
Create an environment that enables maximum learning by employing adult learning principles
Demonstrate 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
Verify participants receive the appropriate property and company orientation, understand program materials, and build relationships with property leadership team
Monitor enrollment and attendance at training classes
Log attendance within associate record
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
Align current training and development programs to effectively impact key business indicators
Verify that management and non-management training programs are conducted in accordance with standard operating procedures
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
Establish guidelines so employees understand expectations and parameters
Incorporate guest satisfaction as a component of departmental meetings with a focus on continuous improvement
Leverage continent learning team for learning programs and resources to meet hotel specific needs
Deliver specific training to improve service performance
Demonstrate mastery of brand acumen for the brand supported by understanding brand pillars, modeling the behavior, and holding others accountable
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
Requirements
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
Benefits
Bonus eligible
Important Details
Job Category: Human Resources
Position Type: Management
About the Company
Marriott International is dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. They actively foster an environment where the unique backgrounds of their associates are valued and celebrated. Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe. JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes associates come first, offering a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being.
