Multi-Property Learning & Development Manager

Responsibilities:

• Works closely with the Director of Human Resources to execute the Hotel Learning Plan.
• Designs hotel customized Trainings as appropriate to influence Guest Engagement Measures.
• Fulfills The Employee Promise by delivering world-class learning interventions.
• Consistently takes the initiative to share ideas and concerns with the Director of Human Resources.
• Uses current best practices for the ‘In the Beginning’ orientation programme as a foundation for developing a creative and educational new hire orientation programme. Educates new hires regarding the brand including its affiliation with Marriott International, business priorities, target customer and competitive set, the product and service strategy. Generates a positive first impression for associates and emphasizes the importance of the brand’s service strategy in the culture; ensures attendance by all new hires and participation of the leadership team.
• Equips managers with the necessary tools and resources to deliver associate job skills and service training. Ensures departmental orientation process is in place and associates receive the appropriate new hire training to successfully perform their job.
• Ensures all managers have a current Career Plan and that there is a Talent and Development and Succession Plan in place for all management positions.
• Participates in departmental daily stand-up meetings and models desired service behaviors in all interactions with guests and associates.
• Observes service behaviours of associates and provides feedback to individuals and/or managers; continuously focuses on improving guest service through mirror exercises.
• Supports executive committee and department heads in identifying areas of service improvement. Partners with managers to develop corrective action plans.
• Conducts property training needs assessment and coordinates enrolment for core management training programs; tracks and documents managers’ participation in training.
• Leads the development of associates, drives cross-training throughout the property and endorses cross-brand movement.
• Ensures development plans are in place in accordance with the performance appraisal process, goals are documented and progress towards goal achievement is measured.
• Ensures compliance training is conducted in accordance with HR Standards/HR Audit (e.g., Fire Safety Training, First Aid).
• Uses Marriott Global Source and its associated sites as a reference and resource tool. Proposes new content to Regional Office.
• Develops and champions specific area/region wide HR activities which lead to the improvement of the HR discipline.
• Ensures that the Marriott orientation program is used exclusively at all properties
• Drives implementation of the brand standards and compliance trainings.