Training Manager

Marriott•Detroit, MI

21d•$68,000 - $87,000

About The Position

The Training Manager helps drive company values and philosophy and ensures training and development activities align strategically with the organization’s mission and vision. The role specializes in performance development and delivery of brand- and service-related learning, planning and executing key learning and leadership development activities. It facilitates or delivers on-property training, including required core and brand training for hourly associates, supervisors, and leaders. The Training Manager serves as a subject matter expert on brand and leadership development tools and resources, educating leaders and assisting with their development as appropriate. The position monitors compliance with required training, including new-hire and brand programs, and works with Human Resources and Operations leaders to support completion. It uses learning technology platforms and oversees or supports Learning Coordinator responsibilities. The role verifies that programs and processes are implemented effectively and align with broader business objectives, conducts needs assessments, partners with the continent learning team to identify appropriate programs, and facilitates custom and corporate training. It participates in the Field Trainer Network, works with the continent Learning organization to implement updated programs and processes, and measures training effectiveness and return on investment.

Requirements

A certified trainer.
Either a 2-year degree from an accredited university in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or a related major, plus 2 years of experience in human resources or a related professional area; or a 4-year bachelor’s degree in one of those fields or a related major, with no work experience required.

Responsibilities

Promote and inform employees about available training programs.
Model leadership in guest hospitality, excellent customer service, and positive guest relations.
Help employees identify behaviors that contribute to service excellence and provide ongoing training on guest expectations and satisfaction skills.
Observe employee service behaviors and provide feedback to individuals and/or managers.
Participate in the Field Trainer Network and support or oversee Learning Coordinator responsibilities for hotel learners.
Use the digital learning platform, including its impersonation, assignment, and reporting functions, and stay current on technology enhancements and program launches.
Coordinate required training, identify participants, and follow up on completion as appropriate.
Prepare for and deliver in-person or virtual training according to learning objectives, demonstrating mastery of content and applying adult learning principles.
Adapt training delivery to audience characteristics, learning styles, and special needs; verify participants receive appropriate orientation, understand materials, and build relationships with property leaders.
Monitor class enrollment and attendance, record attendance in associate records, and meet with participants to assess progress and address concerns.
Partner with operational leaders to assess employee technical and leadership skills; review comment cards, guest satisfaction results, and other data to identify improvement areas.
Measure transfer of learning to operations and align training programs with key business indicators and standard operating procedures.
Identify performance gaps with managers, develop and implement training to improve performance, and adjust methods or retrain as appropriate.
Establish guidelines so employees understand expectations and parameters; incorporate guest satisfaction into departmental meetings with a focus on continuous improvement.
Leverage the continent learning team and its resources to meet hotel-specific needs, and deliver training to improve service performance.
Demonstrate brand acumen by understanding brand pillars, modeling expected behavior, and holding others accountable.
Participate in developing the training budget as required and manage it in alignment with Human Resources and property financial goals.
Manage controllable department expenses to achieve or exceed budgeted goals.