Learning & Development Manager

JOB SUMMARY

Helps drive company values and philosophy and ensures all training and development activities are strategically linked to the organization’s mission and vision. Specializes in performance development and learning delivery of brand and service-related topics. Plans and executes key learning delivery and leadership development activities. Facilitates and/or delivers specified on-property 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 requested/appropriate.

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 hotel’s training needs. Verifies programs/processes 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 investment.

CANDIDATE PROFILE 

Education and Experience

• 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.