n JOB SUMMARY n n Helps drive company values and philosophy and ensures all training and development activities are strategically linked to the organizations mission and vision Specializes in performance development and learning delivery of brand and servicerelated topics Plans and executes key learning delivery and leadership development activities Facilitates andor delivers specified onproperty training including core required training and brand training for hourly associates supervisors and leaders Acts as subject matter expert on brand and leadership development tools and resources educating all leaders on their resources and assisting in their development as requestedappropriaten n Monitors compliance of all required training including training programs for new hires brand training initiatives and works directly with HR and Operations Leaders to drive compliance for all required training Understands and utilizes learning technology platforms and oversees Learning Coordinator responsibilities to support the hotels training needs Verifies programsprocesses are effectively implemented to accomplish objectives in alignment with broader business objectives Conducts needs assessments partners with continent learning team to identify appropriate programming and facilitates the delivery of both custom and corporate training programs Participates fully in the Field Trainer Network and partners with the continent Learning organization to verify updated programs and processes are pulled through for the hotel Measures the effectiveness of training to ensure a return on investmentn n CANDIDATE PROFILE n n Education and Experience n 2year 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 trainern ORn 4year bachelors degree in Human Resources Hotel and Restaurant Management Hospitality Business Administration or related major certified trainer no work experience requiredn n CORE WORK ACTIVITIES n n Administering Employee Training Programs n Promotes and informs employees about all training programsn Displays leadership in guest hospitality exemplifies excellent customer service and creates a positive atmosphere for guest relationsn Helps employees identify specific behaviors that will contribute to service excellencen Ensures employees receive ongoing training to understand guest expectationsn Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skillsn Observes service behaviors of employees and provides feedback to individuals andor managersn Participates fully in the Field Trainer Network hosted by the continent Learning teamn Supports or oversees Learning Coordinator responsibilities to support the hotels learnersn Understands role and functionality of the digital learning platform including impersonation assignments and reporting capabilitiesn Stays current on learning technology enhancements and new learning program launchesn Coordinates required training programs including identification of participants and periodic followup for completing when appropriaten Delivers training to promote transfer of knowledge according to program learning objectivesn Thoroughly prepares for each learning event inperson or virtual and demonstrates a mastery of content knowledgen Creates an environment that enables maximum learning by employing adult leaning principlesn 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 learningn Verifies participants receive the appropriate property and company orientation understand program materials and build relationships with property leadership teamn n Evaluating Training Programs Effectiveness n Monitors enrollment and attendance at training classes Logs attendance within associate recordn Meets regularly with participants to assess progress and address concernsn Partners with operational leaders to assess if employees demonstrate effective technical and leadership skillsn Reviews comment cards guest satisfaction results and other data to identify areas of improvementn Measures transfer of learning from training courses to the operationn Ensures adult learning principles are incorporated into training programsn Aligns current training and development programs to effectively impact key business indicatorsn Verifies that management and nonmanagement training programs are conducted in accordance with standard operating proceduresn n Managing Associate Training Program n Identifies performance gaps and works with managers to develop and implement appropriate training to improve performancen Makes any necessary adjustments to training methodology andor retrains as appropriaten Aligns current training and devel
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