Learning & Development Specialist

Four Seasons Hotels and Resorts•Miami, FL

About The Position

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture. At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. About the location: Poolside paradise meets city sleek under the Miami sun. Above the trendy Brickell Avenue – find the best of both big city adventure and a tropical getaway – arrive at our lifestyle-inspired lobby, savour the fun and flavourful dining experiences, and spend the day with a swim or sway in a hammock within our two-acre sun-kissed sanctuary. It’s all set against the Miami skyline overlooking the city’s fashionable art, dining, and entertainment scenes just minutes from our doorstep. Four Seasons Hotel Miami is looking for Learning & Development Specialist who shares a passion for excellence and who infuses enthusiasm into everything they do. Our employees have the opportunity to shape our guests experience by providing exceptional knowledge and service in support of our world-renowned organization.

Requirements

Willing and able to adhere to all Four Seasons’ policies and procedures
Represent the People and Culture department in a positive, professional manner at all times
Maintain confidentiality of all People and Culture issues
Be an advocate for a great employee experience
US work authorization is required

Nice To Haves

Hospitality/Hotel Management degree, or related field.
At least two year of operational hospitality experience.
Spanish and Creole speaking & comprehension a plus.

Responsibilities

Drives service quality assurance initiatives. Partners with peers and superiors to determine performance gaps and learning needs Works with Regional L&D Manager and Operational Division Heads to review key metrics (glitches, LQA, standards missed, GES scores) and plans training activities accordingly Is involved in ensuring the necessary training and learning is conducted in departments on a consistent basis
Manages an effective standard training program and ensures Service Training Manuals are updated regularly and training checklists are turned in for new hires.
Maintains an effective Certified Departmental Training program Responsible for an indirect reporting relationship with the Certified Departmental Trainers (CDT’s), ensuring their roles and responsibilities are supported, developed, and adhered to in standards achievement and improved guest satisfaction. Trains new CDT’s when required and regularly coaches and develops CDT’s in their role and responsibilities
Bases the direction for service quality on a thorough and continuous Quality Needs Analysis Along with RLDM creates and produces a quarterly Quality Needs Analysis (QNA) and planned improvements aligned to property’s goals & budget cycle
Designs solutions for service quality by rapidly addressing, creating, and implementing programs that target performance gaps
Evaluates the effect of programs and initiatives through measuring results and monitoring change
Assists Managers with understanding service quality and how to drive performance improvement
Supports Learning and Development initiatives to align with service quality needs and initiatives
Embrace the Four Seasons Leadership behaviors and is an example of how they should be displayed
Address engagement and performance needs with creative Service Quality solutions. Is a champion for core and culture standards achievement through training, testing, campaigns and initiatives. Is a champion of innovative practices.
Markets the Service Quality programs, initiatives, and performance improvement
Provides input for monthly and quarterly service quality reports that reflect performance gaps and learning needs
Prepares and maintains training attendance records in FS Learning
Coordinates and organizes programs facilitated by internal and external trainers
Oversees the Onboarding experience for all new hires. Maintains Onboarding Training records Assist in planning and facilitating Embark