Job description
JOB SUMMARY
Specializes in performance development and learning delivery of brand and service-related topics to support the hotels in a designated region. Plans and executes key learning delivery and leadership development activities. Facilitates and/or delivers specified on-property training, including core required training and brand training for hourly associates, supervisors and leaders. Is the subject matter expert on brand and leadership development tools and resources, educating all leaders in their resources and assisting in their development as requested/appropriate.
Monitors compliance of all required training, including training programs for new hires, brand training initiatives, and working directly with HR and Operations Leaders to drive compliance for all required training. Verifies programs/processes are effectively implemented to accomplish objectives in alignment with broader business objectives.
CANDIDATE PROFILE
Preferred:
- High school diploma or GED; 2 years’ experience in hotel operations or a related professional area.
- 4-year degree from an accredited university in Human Resources, Business Administration, or related major.
- Prior work experience in hotel-based hourly Generalist role or Human Resources Manager role.
- Prior work experience in hotel operations leadership role.
- Multi-lingual experience.
- TC2 Certified (Marriott) or adult learning/platform skills certification (external).
CORE WORK ACTIVITIES
Learning Delivery & Compliance
- Specializes in performance development and learning delivery of brand and service-related topics to support the hotels in a designated region.
- Facilitates and/or delivers specified on-property training, including core required training and brand training for hourly associates, supervisors and leaders.
- Demonstrates mastery of brand acumen for each brand supported by understanding brand pillars, modeling the behavior and holding others accountable.
- Verifies that management and non-management training programs are conducted in accordance with standard operating procedures.
- Coordinates required training programs, including identification of participants and periodic follow-up for completing, when appropriate.
- Verifies programs/processes are effectively implemented to accomplish objectives in alignment with broader business objectives.
- Delivers training to promote transfer of knowledge according to program learning objectives.
- Thoroughly prepares for each learning event and demonstrates a mastery of content knowledge.
- Creates an environment that enables maximum learning by employing adult learning principles.
- Demonstrates knowledge of the uniqueness of each audience, including adjusting delivery to the various learning styles represented, as well as for any special needs that could affect the learning.
- Conducts self in a manner reflective of Marriott professionalism and decorum before, during and after the learning event.
- Demonstrates overall control of the learning environment, including effectively leading the learning activities, giving directions, utilizing the experiential learning cycle, addressing classroom behavioral issues, etc. as appropriate.
- Demonstrates mastery of training technology and best practice facilitation methods to maintain quality standards for all mediums of training delivery.
- Monitors compliance of all required training, including training programs for new hires, brand training initiatives, and works directly with HR and Operations Leaders to drive compliance for all required training.
- Monitors compliance of required management and non-management training programs by using myLearning and Reports & Analytics tools.
- Utilizes myLearning to appropriately/accurately record all learning. Verifies accurate training records with data entry in a timely manner.
Leadership Development
- Acts as a subject matter expert for the Leadership Learning Guide and other leadership related tools/resources; educates all end users and assists with Performance Development Plans as appropriate.
- Assists HR Leaders in driving Management Development & Readiness Process (MDRP) activities for the region.
- Plays an active role in Voyager programs to verify new leaders are fully engaged with the program, receive proper coaching and required training.
Stakeholder Relationships
- Engages in property-related problem resolution and performance issue management.
- Consults with hotel and department leaders to understand the challenges and deliver learning solutions against those challenges.
- Communicates clearly and effectively with stakeholders to promote learning and verify stakeholders are aligned with learning priorities.
- Partners with General Managers, HR Leaders and Operations Leaders to confirm learning is focused on goal accomplishment and ultimately balanced scorecard improvement.
- Keeps all stakeholders aligned with learning objectives and learning delivery across the supported hotels.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.
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