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The Westin Charlotte
Charlotte, NC | Full Time
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American freight
Charlotte, NC | Full Time
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Director of Training
Full Time 4 Months Ago
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The Westin Charlotte is Hiring a Director of Training Near Charlotte, NC

Additional Information

Multiple properties, Operations experience required, Bi-lingual preferred

Job Number

22193147

Job Category

Human Resources

Location

The Westin Charlotte, 601 S College St, Charlotte, North Carolina, United States VIEW ON MAP

Schedule

Full-Time

Located Remotely?

N

Relocation?

N

Position Type

Management

Job Summary

Helps drive company values and philosophy and ensures all training and development activities are strategically linked to the organization’s mission and vision. Specializes in performance development and learning delivery of brand and service-related topics. 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. Acts as subject matter expert on brand and leadership development tools, resources, and technology, educating all leaders on 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 works directly with human resources and operations leaders to drive compliance for all required training. Understands and utilizes learning technology platforms and oversees Learning Coordinator responsibilities to support the hotel’s training needs. Verifies programs/processes are effectively implemented to accomplish objectives in alignment with broader business objectives. Conducts needs assessments and partners with continent learning team to identify appropriate programming and facilitates the delivery of both custom and corporate training programs. Participates fully in the Field Trainer Network hosted by the continent learning organization to verify updated programs and processes are pulled through for the hotel.

Works with considerable independence, developing and facilitating programs to accomplish learning objectives in alignment with broader business objectives. Utilizes a Learning Delivery Plan aligned with property and brand strategies to deliver learning that enable business success. Measures the effectiveness of training to ensure a return on investment.

Candidate Profile

Education And Experience
  • 2-year degree from an accredited university in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the human resources or related professional area; 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.

Core Work Activities

Administering Employee Training
  • Promotes and informs associates about all training programs.
  • Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
  • Participates fully in the Field Trainer Network hosted by the continent Learning team.
  • Supports or oversees Learning Coordinator responsibilities to support the hotel’s learners
  • Understands role and functionality of Digital Learning Zone, including impersonation, assignments and reporting capabilities.
  • Stays current on learning technology enhancements and new learning program launches.
  • Helps associates identify specific behaviors that will contribute to service excellence.
  • Ensures associates receive on-going training to understand guest expectations.
  • Uses effective training methods to ensure associates have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
  • Observes service behaviors of associates and provides feedback to individuals and/or managers.
  • Coordinates required training programs, including identification of participants and periodic follow-up for completing, when appropriate.
  • Delivers training to promote transfer of knowledge according to program learning objectives.
  • Thoroughly prepares for each learning event (in-person or virtual) and demonstrates a mastery of content knowledge.
  • Creates an environment that enables maximum learning by employing adult leaning principles.
  • Demonstrates knowledge of the uniqueness of each audience, including delivery adjustment to the various learning styles represented, as well as for any special needs that could affect the learning.
  • Ensures participants receive the appropriate property and company orientation, understand program materials, and build relationships with property leadership team.
  • Demonstrates mastery of training technology and best practice facilitation methods to maintain quality standards for all mediums of training delivery.
  • Demonstrated 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.
  • Ensures participants receive the appropriate property and company orientation, understand program materials and build relationships with property leadership team.
  • Promotes and informs employees about all training programs.
  • Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.

Managing Employee Development Programs

  • Helps employees identify specific behaviors that will contribute to service excellence.
  • Coaches managers to enhance own performance and to improve the performance of employees.
  • Develops specific training to improve service performance.
  • Works with leadership team to determine development needs of managers.
  • Drives brand values and philosophy in all training and development activities.
  • Identifies performance gaps and works with managers to implement appropriate training to improve performance.
  • Makes necessary adjustments to training methodology and/or re-trains as appropriate.
  • Establishes guidelines to convey expectations and parameters to associates.
  • Identifies specific training to improve service performance.
  • Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
  • Demonstrates mastery of brand acumen for the brand supported by understanding brand pillars, modeling the behavior, and holding others accountable.
  • Provides additional training to participants to increase skills (e.g., HR Skills, Fire Safety, OSHA, Food Handling etc.).
  • Works with hotel leadership team to determine development needs of managers.
  • Plays an active role in Voyager program to verify new leaders are fully engaged with the program, receive proper coaching, and required training

Identifying Needs For Training Programs

  • Develops and maintains an annual or quarterly training calendar.
  • Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.
  • Implements and maintains a property orientation program for associates to introduce the company culture; partners with continent learning team on additional development work or updates needed on programming.
  • Leverages continent learning team for learning programs and resources to meet hotel specific needs.
  • Consults with department leaders to understand challenges and deliver learning solutions against those challenges.

Managing Training Budgets

  • Participates in the development of the training budget as required.
  • Manages budget in alignment with Human Resources and property financial goals.
  • Manages department controllable expenses to achieve or exceed budgeted goals.

Evaluating Training Program Effectiveness

  • Monitors enrollment and attendance at training classes. Logs attendance within associate record.
  • Meets regularly with participants to assess progress and address concerns.
  • Partners with operational leaders to assess if associates demonstrate effective technical and leadership skills.
  • Reviews comment cards, guest satisfaction results, and other data to identify areas of improvement.
  • Aligns current training and development programs to effectively impact key business indicators.
  • Verifies that management and non-management training programs are conducted in accordance with standard operating procedures.
  • Aligns current training and development programs to effectively impact key business indicators.
  • Measures transfer of learning from training courses to the operation.
  • Tracks key business indicators (employee and guest satisfaction, retention and financial results) to determine the effectiveness of current training and development programs.
  • Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
At Westin, we are committed to empowering the well-being of our guests by providing a refreshing environment, thoughtful amenities, and revitalizing programming to help ensure that they leave feeling better than when they arrived. We recognize that travel can be disruptive to our guests’ well-being, and we’re energized to assist as partners in helping them maintain control and soaring above it all while on the road. Everything we do is designed to help guests be at their best, and they appreciate our supportive attitude, anticipatory service and extensive knowledge on how to best assist them throughout their stay. We are looking for dynamic people who are excited to join the team and ready to jump into any situation to give a helping hand. If you’re someone who has is positive, adaptable and intuitive, and has a genuine interest in the well-being of others around you, we invite you to discover how at Westin, together we can rise.

Source: Hospitality Online

Job Summary

JOB TYPE

Full Time

POST DATE

11/09/2022

EXPIRATION DATE

12/07/2022

WEBSITE

westincharlottehotel.com

HEADQUARTERS

Charlotte, NC

SIZE

<25

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The following is the career advancement route for Director of Training positions, which can be used as a reference in future career path planning. As a Director of Training, it can be promoted into senior positions as a Top Training Executive that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Director of Training. You can explore the career advancement for a Director of Training below and select your interested title to get hiring information.

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