Cluster Learning and Development Manager (Al Messila and Sharq Village & Spa)

Role Overview

Cluster Learning and Development Manager at Marriott, responsible for Al Messila and Sharq Village & Spa properties.

Role Purpose

Drive company values and philosophy by ensuring all training and development activities are strategically linked to the organization's mission and vision. Work with property leadership to identify and address employee and organizational development needs, design and deliver effective training programs, and measure training effectiveness to ensure return on investment.

Key Responsibilities

Training Program Administration

• Promote and inform employees about all training programs.
• Display leadership in guest hospitality, exemplify excellent customer service, and create a positive atmosphere for guest relations.
• Help employees identify specific behaviors that will contribute to service excellence.
• Ensure employees receive ongoing training to understand guest expectations.
• Use effective training methods to ensure employees understand guest satisfaction and can demonstrate guest satisfaction skills.
• Meet with training cadre on a regular basis to support training efforts.
• Observe service behaviors of employees and provide feedback to individuals and/or managers.

Training Program Evaluation

• Monitor enrollment and attendance at training classes.
• Meet regularly with participants to assess progress and address concerns.
• Partner with operational leaders to assess whether employees demonstrate effective technical and leadership skills.
• Review comment cards, guest satisfaction results, and other data to identify areas of improvement.
• Measure transfer of learning from training courses to the operation.
• Ensure adult learning principles are incorporated into training programs.

Training Program Development and Design

• Ensure all training and development activities (department-specific and general property training) are strategically linked to the organization's mission and vision.
• Identify performance gaps and work with managers to develop and implement appropriate training to improve performance.
• Make necessary adjustments to training methodology and re-train as appropriate.
• Align current training and development programs to effectively impact key business indicators.
• Establish guidelines so employees understand expectations and parameters.
• Develop specific training to improve service performance.
• Drive brand values and philosophy in all training and development activities.
• Incorporate guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Conduct needs assessments and design training programs.
• Facilitate the delivery of both custom and corporate training programs.

Budget Management

• Participate in the development of the training budget as required.
• Manage budget in alignment with Human Resources and property financial goals.
• Manage department controllable expenses to achieve or exceed budgeted goals.
• Utilize P-card if appropriate to control and monitor departmental expenditures.

Qualifications & Experience

• 2-year degree from an accredited university in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major, plus 2 years experience in human resources or a related professional area, and certified trainer certification.

OR

• 4-year bachelor's degree in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major, with certified trainer certification. No work experience required.

Additional Information

Marriott International is an equal opportunity employer, welcoming all and providing access to opportunity. The company actively fosters an environment where the unique backgrounds of associates are valued and celebrated. Marriott is committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.