Learning And Development Manager

Job Number 23120101
Job Category Human Resources
Location Manado Marriott Resort and Spa, One Marriott Drive, Manado, 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. 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 and resources, 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 HR 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, 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 and partners with the continent Learning organization to verify updated programs and processes are pulled through for the hotel. 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

• Observes service behaviors of employees and provides feedback to individuals and/or managers.
• Creates an environment that enables maximum learning by employing adult leaning principles.
• Supports or oversees Learning Coordinator responsibilities to support the hotel’s learners
• Thoroughly prepares for each learning event (in-person or virtual) and demonstrates a mastery of content knowledge.
• Stays current on learning technology enhancements and new learning program launches.
• 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.
• Participates fully in the Field Trainer Network hosted by the continent Learning team.
• Helps employees identify specific behaviors that will contribute to service excellence.
• Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
• Understands role and functionality of the digital learning platform, including impersonation, assignments and reporting capabilities.
• Coordinates required training programs, including identification of participants and periodic follow-up for completing, when appropriate.
• Ensures employees receive on-going training to understand guest expectations.
• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Verifies 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.
• Delivers training to promote transfer of knowledge according to program learning objectives.

Evaluating Training Programs Effectiveness

• Measures transfer of learning from training courses to the operation.
• Meets regularly with participants to assess progress and address concerns.
• Ensures adult learning principles are incorporated into training programs.
• 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.
• 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.
• Monitors enrollment and attendance at training classes. Logs attendance within associate record.

Managing Associate Training Program

• Makes any necessary adjustments to training methodology and/or re-trains as appropriate.
• Leverages continent learning team for learning programs and resources to meet hotel specific needs.
• Aligns current training and development programs to effectively impact key business indicators.
• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
• Delivers specific training to improve service performance.
• Establishes guidelines so employees understand expectations and parameters.
• Demonstrates mastery of brand acumen for the brand supported by understanding brand pillars, modeling the behavior, and holding others accountable.
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.

Managing Training Budgets

• Manages budget in alignment with Human Resources and property financial goals.
• Participates in the development of the Training budget as required.
• 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.
Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.
Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.