Training Manager

Candidate Profile

Education & Experience

• Associate degree from an accredited institution in Human Resources, Hospitality, Hotel and Restaurant Management, Business Administration, or a related field, plus 2 years of professional experience in human resources or a related area; certified trainer required.
  OR

• Bachelor’s degree in Human Resources, Hospitality, Hotel and Restaurant Management, Business Administration, or a related field; certified trainer required, no prior experience necessary.

Core Responsibilities

Delivering and Managing Employee Training Programs

• Actively promotes awareness and participation in all employee training programs.

• Leads by example in delivering exceptional guest service and creating a welcoming environment that encourages positive guest interactions.

• Guides employees in identifying key behaviors that enhance guest satisfaction and service excellence.

• Ensures employees receive ongoing training to stay aligned with evolving guest expectations.

• Utilizes effective training methods to ensure understanding and application of guest service skills.

• Observes employee performance and provides targeted feedback to individuals and managers.

• Participates in the Field Trainer Network coordinated by the continent Learning Team.

• Supports or oversees Learning Coordinator duties to ensure smooth learning operations within the property.

• Demonstrates full understanding and use of the digital learning platform, including features like impersonation, assigning courses, and generating reports.

• Keeps up-to-date with technological enhancements and the rollout of new learning initiatives.

• Organizes required training sessions, identifies appropriate participants, and follows up as needed to ensure completion.

• Delivers training sessions aligned with the learning objectives, ensuring knowledge is transferred effectively.

• Prepares thoroughly for both virtual and in-person learning events and demonstrates command of the content.

• Creates an engaging and inclusive learning environment using adult learning principles.

• Adapts delivery methods based on audience needs, learning styles, and special accommodations.

• Ensures all new hires receive proper orientation, understand training materials, and establish connections with property leadership.

Assessing Training Program Effectiveness

• Tracks and records employee attendance at training sessions in their personnel files.

• Regularly meets with learners to gauge progress and resolve concerns.

• Partners with operational leaders to evaluate employees’ proficiency in technical and leadership skills.

• Reviews guest feedback, satisfaction surveys, and other performance data to identify areas needing improvement.

• Evaluates how effectively employees apply learned skills on the job.

• Ensures all training programs incorporate adult learning best practices.

• Aligns learning initiatives with the business’s key performance goals.

• Verifies that all management and non-management training is delivered in accordance with company standards.

Managing and Improving Training Programs

• Identifies performance gaps and collaborates with managers to develop targeted training interventions.

• Modifies training methods or delivers additional sessions when necessary to address skill gaps.

• Establishes clear expectations and training standards for all team members.

• Includes guest satisfaction insights in departmental meetings to drive continuous improvement.

• Collaborates with the continent learning team to customize and implement training solutions specific to hotel needs.

• Facilitates brand-specific training that enhances service quality and consistency.

• Demonstrates deep understanding of the brand’s identity, upholds brand values, models expected behaviors, and encourages accountability among staff.

Budget Oversight for Training

• Assists in creating the property’s training and development budget.

• Manages training expenditures in line with the hotel’s financial objectives and HR goals.