Administering Employee Training Programs
• Meets with training cadre on a regular basis to support training efforts.
• Helps employees identify specific behaviors that will contribute to service excellence.
• 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.
• Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.
Evaluating Training Programs Effectiveness
• Measures transfer of learning from training courses to the operation.
• 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.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
Developing Training Program Plans and Budgets
• Develops specific training to improve service performance.
• Makes any necessary adjustments to training methodology and/or re- trains as appropriate.
• Drives brand values and philosophy in all training and development activities.
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
• Establishes guidelines so employees understand expectations and parameters.
• Ensures all training and development activities (department specific and general property training) are strategically linked to the organization’s mission and vision.
• Aligns current training and development programs to effectively impact key business indicators.
Managing Training Budgets
• Utilizes P- card if appropriate to control and monitor departmental expenditures.
• Manages budget in alignment with Human Resources and property financial goals.
• Manages department controllable expenses to achieve or exceed budgeted goals.
• Participates in the development of the Training budget as required.
Administering and Educating Employee Benefits
• Ensures that department has the available resources on hand to administer employee.
• Attends unemployment hearings and ensures property is properly represented.
• Works with the unemployment services provider to respond to unemployment claims; reviews provider reports for accuracy and corrects errors.
• Prepares, audits and distributes unemployment claim activity reports to property management.
Managing Employee Development
• Uses all available on the job training tools for employees; supervise on- going training initiatives and conducts training, when appropriate.
• Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Ensures coordination and facilitation of new hire orientation program to generate a positive first impression for employees and emphasize the importance of guest service in company culture.
• Collaborates with management team to ensure departmental orientation processes are in place and employees receive the appropriate new hire training to successfully perform their job.
• Ensures employees are cross- trained to support successful daily operations.
• Ensures attendance by all new hires and participation of the leadership team in training programs
Maintaining Employee Relations
• Partners with Loss Prevention to conduct employee accident investigations, as necessary.
• Assists in maintaining effective employee communication channels in the property (e.g., develops daily communications and assists with regularly scheduled property- wide meetings).
• Reviews progressive discipline documentation for accuracy and consistency, and checks for supportive documentation and is accountable for determining appropriate action.
• Communicates performance expectations in accordance with job descriptions for each position.
• Ensures employee issues are referred to the Department Manager for resolution or escalated to the Director of Human Resources/Multi- Property Director of Human Resources.
• Utilizes an “open door” policy to acknowledge employee problems or concerns in a timely manner
Managing Legal and Compliance Practices
• Oversees the selection/non- selection and offers processes to ensure proper procedures are followed (e.g., valid reasons for selection/non- selection and applicants receive status notifications).
• Facilitates random, reasonable belief and post accident drug testing process (in properties where applicable).
• Represents Human Resources at the property Safety Committee; helps to identify ways to create awareness of the importance of safety in the workplace and decrease accident frequency and severity.
• Conducts periodic claims reviews with Regional Claims office to ensure claims are closed in a timely manner and reserve levels are appropriate for open claims.
• Communicates property rules and regulations via the employee handbook.
• Ensures medical records are maintained in a separate, secure and confidential medical file.
• Ensures employee files contain required employment paperwork, proper performance management and compensation documentation, are properly maintained and secured for the required length of time.
• Ensures all safety and security policies (e.g., property removal, lost and found items, blood borne pathogens, accident reporting, and hygiene) are communicated to employees on a regular basis through orientation, property meetings, bulletin boards, etc.
• Ensures compliance with procedure for accessing, reviewing, and auditing employee files and ensure compliance with the Privacy Act.
• Manages Workers Compensation claims to ensure appropriate employee care and manage costs.
Report to Director of Human Resources
