Learning & Development Manager

Role Overview

Learning & Development Manager at Marriott International. The position works with property leadership to drive training and development activities that align with organizational mission and vision, enabling achievement of desired business results.

Company Overview

Marriott International is a global hospitality company dedicated to being an equal opportunity employer. Marriott Hotels elevates the art of hospitality while delivering thoughtful, heartfelt service globally. JW Marriott is part of Marriott International's luxury portfolio, consisting of more than 100 properties in gateway cities and distinctive resort locations worldwide, with a focus on associate well-being and development.

Role Purpose

Ensure all training and development activities are strategically linked to the organization's mission and vision. Identify and address employee and organizational development needs in partnership with property leadership. Design, deliver, and measure training programs that build product knowledge, company philosophy, customer service, and leadership skills to drive business results.

Key Responsibilities

Administering Employee Training Programs

• Promote and inform employees about all training programs.
• Display leadership in guest hospitality and exemplify excellent customer service.
• Create a positive atmosphere for guest relations.
• Help employees identify specific behaviors that contribute to service excellence.
• Ensure employees receive ongoing training to understand guest expectations.
• Use effective training methods to build employee understanding of guest satisfaction.
• Demonstrate guest satisfaction skills in training delivery.
• Meet with training cadre regularly to support training efforts.
• Observe service behaviors of employees and provide feedback to individuals and managers.

Evaluating Training Programs Effectiveness

• Monitor enrollment and attendance at training classes.
• Meet regularly with participants to assess progress and address concerns.
• Partner with operational leaders to assess employee demonstration of 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.

Developing Training Program Plans

• 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.
• 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.

Managing Training Budgets

• 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 related professional area; and certified trainer.

OR

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

Additional Information

• Marriott International is an equal opportunity employer committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.