POSITION SUMMARY
Assists with identifying and addressing employee and organizational development needs. The position is assist in ensuring effective training is in place to enable the achievement of desired business results. Training programs focus on a variety of topics, including product knowledge, company philosophy, and customer service and leadership skills. Assists in conducting needs assessments, designing and developing training programs and facilitating the delivery of both custom and corporate training programs. Measures the effectiveness of training to ensure a return on investment.
Implements quality assurance processes and verifies training and development activities are strategically linked to the company’s mission, vision, brand standards, and targets customer needs. Verifies employee satisfaction and focuses on continuous improvement at the property level. This position champions the Quality function and builds support for change.
CORE WORK ACTIVITIES
Assisting with Administering Employee Training Programs
• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Promotes and informs employees about all training programs.
• Ensures employees receive on- going training to understand guest expectations.
• Observe service behaviors of employees and provides feedback to individuals and/or managers.
• Meets with training cadre on a regular basis to support training efforts.
• Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
• Helps employees identify specific behaviors that will contribute to service excellence.
Assisting with Evaluating Training Programs Effectiveness
• Measures transfer of learning from training courses to the operation.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
• Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.
• Ensures adult learning principles are incorporated into training programs.
• Meets regularly with participants to assess progress and address concerns.
• Monitors enrollment and attendance at training classes.
Assisting with Developing Training Program Plans and Budgets
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Develops specific training to improve service performance.
• Drives brand values and philosophy in all training and development activities.
• Assists with establishing guidelines so employees understand expectations and parameters.
• Aligns current training and development programs to effectively impact key business indicators.
• Assists with making any necessary adjustments to training methodology and/or re- trains as appropriate.
• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
Assisting with Managing Training Budgets
• Assists with managing budget in alignment with Human Resources and property financial goals.
• Assists with managing department controllable expenses to achieve or exceed budgeted goals.
• Assists with the development of the Training budget as required.
• Utilizes P- card if appropriate to control and monitor departmental expenditures.
Managing Quality Assurance Goals
• Directs property quality efforts to address critical customer requirements.
• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
• Facilitates problem solving meetings to verify the systematic process is adhered to and quality tools are used, with the intent to achieve resolution.
• Facilitates process improvement teams, verifying use of the systematic processes, and improvement is achievable and measurable.
• Completes other reasonable duties as requested by leadership.
• Immerses in operations to better understand issues/defects faced on the ground.
• Records, tracks, and communicates the progress of quality related activities in the property to executive committee members, managers, associates, and the corporate office.
• Presents and shares weekly analysis on defect trends, guest feedback and provides recommendations on focus areas.
• Drives several initiatives for business standard audits and Owner survey/ feedback.
• Conducts monthly audit to verify compliance with company and brand standards.
• Attends daily executive committee meetings to give real time updates on property performance, address guest incidences and attends monthly department meetings to enhance quality training.
• Coordinates a weekly quality meeting focusing on Owner survey/ feedback, top incidents, and business standard audits.
Executing Quality Training Programs
• Train executive committee members and managers on problem- solving, process improvement, and strategic planning techniques.
• Develops specific training designed to improve service performance.
• Verify transfer of learning in the property/classroom takes place.
• Drives brand values and philosophy in all training and development activities.
• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
• Partners with HR on a property recognition program for associates to recognize associates for involvement in the quality process.
Managing Quality Tools
• Verifies the tools for continuous improvements are in place and being utilized.
• Verifies that management practices at all levels are aligned with quality tools.
• Uses data collection methods to identify, compile, display, track, and analyze defect trends.
Managing the Guest Experience
• Supports operational leaders in the response and handling of guest feedback, problems, and complaints on various platforms (social media, TripAdvisor, etc.).
• Reviews guest feedback with leadership team and verifies appropriate corrective action is taken.
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
