Assistant Manager Learning and Development

JOB SUMMARY

Assists
with identifying and addressing employee and organizational development needs.
The position is assist in 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. Assists in conducting needs
assessments, designing and developing training programs and facilitating
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; 1 year 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

Assisting
with 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.

Assisting with 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.

Assisting
with Developing Training Program Plans and Budgets

• Identifies
performance gaps and works with managers to develop and implement appropriate
training to improve performance.

• Assists with making any necessary
adjustments to training methodology and/or re-trains as appropriate.

•
Aligns current training and development programs to effectively impact key
business indicators.

• Assists with establishing 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.

Assisting with Managing Training Budgets

• Assists with the development of the Training budget as required.

•
Assists with managing budget in alignment with Human Resources and property
financial goals.

• Assists with managing department controllable expenses
to achieve or exceed budgeted goals.

• Utilizes P-card if appropriate
to control and monitor departmental expenditures.