Complex Learning & Development Manager

Job Number 23157672
Job Category Human Resources
Location The Ritz-Carlton Jakarta Mega Kuningan, Jl. DR. Ide Anak Agung Gde Agung Kav.E.1.1 no.1, Jakarta, Indonesia, Indonesia VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
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

• Helps employees identify specific behaviors that will contribute to service excellence.
• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.
• Promotes and informs employees about all training programs.
• Ensures employees receive on-going training to understand guest expectations.
• Meets with training cadre on a regular basis to support training efforts.

Evaluating Training Programs Effectiveness

• Meets regularly with participants to assess progress and address concerns.
• Measures transfer of learning from training courses to the operation.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
• Ensures adult learning principles are incorporated into training programs.
• Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.
• Monitors enrollment and attendance at training classes.

Developing Training Program Plans and Budgets

• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
• Establishes guidelines so employees understand expectations and parameters.
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• 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.
• Develops specific training to improve service performance.
• Ensures all training and development activities (department specific and general property training) are strategically linked to the organization’s mission and vision.
• Drives brand values and philosophy in all training and development activities.

Managing Training Budgets

• Participates in the development of the Training budget as required.
• Manages budget in alignment with Human Resources and property financial goals.
• Utilizes P-card if appropriate to control and monitor departmental expenditures.
• Manages department controllable expenses to achieve or exceed budgeted goals.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under 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.