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, resources, and technology, 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 human resources 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 and 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 hosted by the continent learning organization to verify updated programs and processes are pulled through for the hotel.
Works with considerable independence, developing and facilitating programs to accomplish learning objectives in alignment with broader business objectives. Utilizes a Learning Delivery Plan aligned with property and brand strategies to deliver learning that enable business success. 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
- Promotes and informs associates about all training programs.
- Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
- 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 Digital Learning Zone, including impersonation, assignments and reporting capabilities.
- Stays current on learning technology enhancements and new learning program launches.
- Helps associates identify specific behaviors that will contribute to service excellence.
- Ensures associates receive on-going training to understand guest expectations.
- Uses effective training methods to ensure associates have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
- Observes service behaviors of associates and provides feedback to individuals and/or managers.
- 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.
- Ensures participants receive the appropriate property and company orientation, understand program materials, and build relationships with property leadership team.
- Demonstrates mastery of training technology and best practice facilitation methods to maintain quality standards for all mediums of training delivery.
- Demonstrated overall control of the learning environment, including effectively leading the learning activities, giving directions, utilizing the experiential learning cycle, addressing classroom behavioral issues, etc. as appropriate.
- Ensures participants receive the appropriate property and company orientation, understand program materials and build relationships with property leadership team.
- Promotes and informs employees about all training programs.
- Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
Managing Employee Development programs
- Helps employees identify specific behaviors that will contribute to service excellence.
- Coaches managers to enhance own performance and to improve the performance of employees.
- Develops specific training to improve service performance.
- Works with leadership team to determine development needs of managers.
- Drives brand values and philosophy in all training and development activities.
- Identifies performance gaps and works with managers to implement appropriate training to improve performance.
- Makes necessary adjustments to training methodology and/or re-trains as appropriate.
- Establishes guidelines to convey expectations and parameters to associates.
- Identifies specific training to improve service performance.
- Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
- Demonstrates mastery of brand acumen for the brand supported by understanding brand pillars, modeling the behavior, and holding others accountable.
- Provides additional training to participants to increase skills (e.g., HR Skills, Fire Safety, OSHA, Food Handling etc.).
- Works with hotel leadership team to determine development needs of managers.
- Plays an active role in Voyager program to verify new leaders are fully engaged with the program, receive proper coaching, and required training.
- Identifying Needs for Training ProgramsDevelops and maintains an annual or quarterly training calendar.
- Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.
- Implements and maintains a property orientation program for associates to introduce the company culture; partners with continent learning team on additional development work or updates needed on programming.
- Leverages continent learning team for learning programs and resources to meet hotel specific needs.
- Consults with department leaders to understand challenges and deliver learning solutions against those challenges.
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.
Evaluating Training Program 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 associates demonstrate effective technical and leadership skills.
- Reviews comment cards, guest satisfaction results, and other data to identify areas of improvement.
- 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.
- Aligns current training and development programs to effectively impact key business indicators.
- Measures transfer of learning from training courses to the operation.
- Tracks key business indicators (employee and guest satisfaction, retention and financial results) to determine the effectiveness of current training and development programs.
- Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
