Training Manager

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.
  
• Meets with training cadre on a regular basis to support training efforts.
  
• Observes service behaviors of employees and provides feedback to individuals and/or managers.
  

Evaluating Training Programs Effectiveness:

• Monitors enrollment and attendance at training classes.
  
• 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.
  

Developing Training Program Plans and Budgets:

• Ensures all training and development activities (department specific and general property training) are strategically linked to the organization’s mission and vision.
  
• 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.
  
• Develops specific training to improve service performance.
  
• Drives brand values and philosophy in all training and development activities.
  
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
  

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.
  
• Utilizes P-card if appropriate to control and monitor departmental expenditures.
  

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.
  
• Meets with training cadre on a regular basis to support training efforts.
  
• Observes service behaviors of employees and provides feedback to individuals and/or managers.
  

Evaluating Training Programs Effectiveness:

• Monitors enrollment and attendance at training classes.
  
• 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.
  

Developing Training Program Plans and Budgets:

• Ensures all training and development activities (department specific and general property training) are strategically linked to the organization’s mission and vision.
  
• 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.
  
• Develops specific training to improve service performance.
  
• Drives brand values and philosophy in all training and development activities.
  
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
  

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.
  
• Utilizes P-card if appropriate to control and monitor departmental expenditures.
  

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.
  

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.
  
• Works with property leadership team to identify and address employee and organizational development needs.
  
• The position is 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.
  
• Conducts needs assessments, designs and develops training programs and facilitates the delivery of both custom and corporate training programs.
  
• Measures the effectiveness of training to ensure a return on investment.