Description

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.

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.

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.

Managing Quality Assurance Goals

- Coaches managers on adopting the Total Quality Management leadership style.
- Conducts monthly audit to ensure compliance with company and brand standards
- Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
- Directs property quality efforts to address critical customer requirements.
- Assists with regional and/or company-wide implementation of company best practices.
- Facilitates process improvement teams, assuring use of the systematic processes, and improvement is achievable and measurable.

Managing Quality Tools

- Ensures that management practices at all levels are aligned with quality tools by providing training in quality sciences.
- Uses data collection methods to compile, display, track, and analyze defect trends.
- Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.
- Analyzes issues and identifies trends.

Managing the Guest Experience

- Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
- Responds to and handles guest problems and complaints.
- Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Models service behaviors that meet or exceed guest expectations.

MANAGEMENT COMPETENCIES

Leadership

- Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.

- Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.

- Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.

- Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

- Building and Contributing to Teams - Actively participates as a member of a team to move the team toward the completion of goals.





- Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.

- Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building Relationships

- Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.

- Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.

- Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the chance to contribute to their full potential.

Generating Talent and Organizational Capability

- Organizational Capability - Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit.

- Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

Learning and Applying Professional Expertise

- Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.

- Business Acumen - Understands and utilizes business information to manage everyday operations.

- Technical Acumen - Understands and utilizes skilled skills and knowledge in a specific functional area to conduct.

- Detail Orientation - The ability to attend to and verify the accuracy and completeness of details in work activities.

This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality.

- General Hotel Operations - Knowledge of the operating principles and practices of all brand/hotel-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Legal/Contracting, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention, Retail/Gift Shops, Spa, and Recreation/Health Club).

- Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

- Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

- Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.

- Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.

- Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related documents.

- Writing - Communicates effectively in writing as appropriate for the needs of the audience.

📌 Learning & Development & Quality Manager (Goa)
🏢 Marriott Hotels Resorts
📍 Goa