Specialist Training (Direct Marketing)

Hilton Grand Vacations•Orlando, FL

2d•Onsite

About The Position

The Training Specialist I is responsible for the development, coordination and delivery of training for all Team Members in Direct Marketing. As the leader for new hires during training the Specialist maintains production and sales records, appraises productivity, handles complaints and disciplines Team Members per HGV’s documented policies and guidelines. Represents Hilton Grand Vacation's "Commitment to Excellence" by fostering a positive team atmosphere. Sets Team Members up for success to perform their job duties by determining work techniques, planning and assigning work to Team Members, monitoring work for legal compliance and ensuring a safe workplace.

Requirements

Must be able to maintain production and sales records.
Must be able to appraise productivity.
Must be able to handle complaints.
Must be able to discipline Team Members per HGV’s documented policies and guidelines.
Must be able to foster a positive team atmosphere.
Must be able to determine work techniques.
Must be able to plan and assign work to Team Members.
Must be able to monitor work for legal compliance.
Must be able to ensure a safe workplace.
Must be able to partner with Global Team Member Services (GTMS) to ensure Team Members provide the appropriate legal documentation.
Must be able to facilitate our global orientation program Grand Journey.
Must be able to support/lead the creation of content for new hire training programs, train-the-trainer programs, workshops, e-learning, and “key classes” focused on sales production, retention, and overall product knowledge.
Must be able to track individual attendance of trainees including daily documentation on each trainee that is provided to the business upon completion of training.
Must be able to define best practices for using tools, systems and sales techniques to reach minimum performance standards including planning and assigning work to each trainee based on their performance in training.
Must be able to stay current on changes to system functionality, call flow, sales strategies, quality assurance, and customer issues.
Must be able to market team development and leadership programs to continuously develop Team Members.
Must be able to manage attendance and completion records for trainees in collaboration with site leadership and the DM training coordinator to ensure all records are accurately reflected in U FIRST.
Must be able to maintain productivity and sales information for each trainee in collaboration with the floor.
Must be able to ensure program effectiveness by evaluating Team Member performance post-training to identify gaps and implements solutions that leverage adult learning and instructional design methodologies.
Must be able to coach and reinforce skills learned in training with Team Members and their leaders to ensure legal compliance.
Must be able to monitor live calls on the floor on a regular basis with new hire and tenured Team Members to keep aware of trends.
Must be able to manage Team Member complaints during operational training program (Weeks 1-4) to resolve individual and team issues.
Must be able to document workplace violations of policies and guidelines while partnering with GTMS and Direct Marketing leaders to initiate verbal warnings, written warnings, and involuntary resignations.
Must be able to ensure all Team Members can learn in a safe work environment in accordance with all HGV policies and guidelines.
Must be able to partner with sales coaches, Team Leads and supervisors to identify developmental opportunities for each trainee as they transition from training to their new leader.

Responsibilities

Facilitates Team Member onboarding for Direct Marketing including partnering with Global Team Member Services (GTMS) to ensure Team Members provide the appropriate legal documentation along with facilitating our global orientation program Grand Journey.
Supports/leads the creation of content for new hire training programs, train-the-trainer programs, workshops, e-learning, and “key classes” focused on sales production, retention, and overall product knowledge.
Tracks individual attendance of trainees including daily documentation on each trainee that is provided to the business upon completion of training.
Defines best practices for using tools, systems and sales techniques to reach minimum performance standards including planning and assigning work to each trainee based on their performance in training.
Stays current on changes to system functionality, call flow, sales strategies, quality assurance, and customer issues.
Markets team development and leadership programs to continuously develop Team Members.
Manages attendance and completion records for trainees in collaboration with site leadership and the DM training coordinator to ensure all records are accurately reflected in U FIRST.
Maintain productivity and sales information for each trainee in collaboration with the floor.
Ensures program effectiveness by evaluating Team Member performance post-training to identify gaps and implements solutions that leverage adult learning and instructional design methodologies.
Coaches and reinforces skills learned in training with Team Members and their leaders to ensure legal compliance.
Monitors live calls on the floor on a regular basis with new hire and tenured Team Members to keep aware of trends.
Manages Team Member complaints during operational training program (Weeks 1-4) to resolve individual and team issues.
Documents workplace violations of policies and guidelines while partnering with GTMS and Direct Marketing leaders to initiate verbal warnings, written warnings, and involuntary resignations.
Ensures all Team Members can learn in a safe work environment in accordance with all HGV policies and guidelines.
Partners with sales coaches, Team Leads and supervisors to identify developmental opportunities for each trainee as they transition from training to their new leader.