As an Assistant Manager - Training, you'll be instrumental in identifying and addressing the development needs of our employees and the organization as a whole. Your primary goal will be to ensure that effective training programs are in place to drive desired business results. You'll contribute to conducting needs assessments, designing and developing diverse training contentfrom product knowledge and company philosophy to customer service and leadership skillsand facilitating both custom and corporate programs. Your success will be measured by your ability to improve performance and demonstrate a clear return on investment from training initiatives.
Your Responsibilities
Assisting with Administering Employee Training Programs:
- Promote and inform employees about all available training programs, ensuring high engagement.
- Display leadership in guest hospitality, exemplifying excellent customer service and creating a positive atmosphere for guest relations.
- Help employees identify specific behaviors that will contribute to service excellence.
- Ensure employees receive ongoing training to thoroughly understand guest expectations.
- Use effective training methods to ensure employees grasp guest satisfaction concepts and can demonstrate these skills.
- Meet regularly with the training cadre to support and align training efforts.
- Observe service behaviors of employees and provide constructive feedback to individuals and/or their managers.
Assisting with Evaluating Training Program Effectiveness:
- Monitor enrollment and attendance at training classes, tracking participation.
- Meet regularly with participants to assess their progress and address any concerns.
- Partner with operational leaders to assess if employees effectively demonstrate technical and leadership skills post-training.
- Review comment cards, guest satisfaction results, and other data to pinpoint areas needing improvement in service.
- Measure the transfer of learning from training courses directly into day-to-day operations.
- Ensure adult learning principles are incorporated into all training programs for maximum impact.
Assisting with Developing Training Program Plans and Budgets:
- Identify performance gaps and collaborate with managers to develop and implement appropriate training to improve performance.
- Assist with making any necessary adjustments to training methodology and/or facilitate re-training as appropriate.
- Align current training and development programs to effectively impact key business indicators.
- Assist with establishing clear guidelines so employees understand expectations and parameters for their roles.
- Develop specific training programs aimed at improving service performance.
- Drive brand values and philosophy consistently through all training and development activities.
- Incorporate guest satisfaction as a crucial component of departmental meetings, with a strong focus on continuous improvement initiatives.
Assisting with Managing Training Budgets:
- Assist with the development of the Training budget as required.
- Assist with managing the budget in alignment with Human Resources and overall property financial goals.
- Assist with managing department controllable expenses to achieve or exceed budgeted goals.
- Utilize P-cards appropriately 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 a related major; 1 year of experience in human resources or a related professional area; certified trainer.
OR
- 4-year bachelor's degree in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or a related major; certified trainer; no work experience required.
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.
