Marriott Careers

Mgr-Training

Shanghai, China
Human Resources


Job Description

Check out pictures from associates at this location, and some videos too!

Posting Date Sep 18, 2018
Job Number 18002MQG
Job Category Human Resources
Location Sheraton Grand Shanghai Pudong Hotel & Residences, Shanghai, Shanghai VIEW ON MAP
Brand Sheraton Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
At Sheraton, we go above and beyond in everything we do. We are inspired by our guests and one another – and are driven to make things better. We love what we do, and we give it all we’ve got – on property and off. When guests stay with us, it’s not just a room with a bed that they’re buying. It’s an experience. We’re looking for someone who is ready to go beyond in everything they do. If you are someone with a genuine drive to improve your life and the lives of those around you, we encourage you to explore careers with Sheraton.

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. Works with property leadership team to identify and address employee and organizational development needs. The position is responsible for 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. Conducts needs assessments, designs and develops training programs and facilitates the delivery of both custom and corporate training programs. 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 Programs

• Promotes and informs employees about all training programs.

• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.

• Helps employees identify specific behaviors that will contribute to service excellence.

• 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.

• Meets with training cadre on a regular basis to support training efforts.

• Observes service behaviors of employees and provides feedback to individuals and/or managers.

Evaluating Training Programs Effectiveness

• Monitors enrollment and attendance at training classes.

• Meets regularly with participants to assess progress and address concerns.

• Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.

• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

• Measures transfer of learning from training courses to the operation.

• Ensures adult learning principles are incorporated into training programs.

Developing Training Program Plans and Budgets

• Ensures all training and development activities (department specific and general property training) are strategically linked to the organization’s mission and vision.

• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.

• Makes any necessary adjustments to training methodology and/or re-trains as appropriate.

• Aligns current training and development programs to effectively impact key business indicators.

• Establishes guidelines so employees understand expectations and parameters.

• Develops specific training to improve service performance.

• 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.

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.

• Utilizes P-card if appropriate to control and monitor departmental expenditures.

工作总结

帮助推动公司的价值观和理念,确保所有的培训和发展活动都与组织的使命和愿景有战略联系。与物业领导团队合作,识别并解决员工和组织的发展需求。该职位负责确保有效的培训到位,以实现预期的业务成果。培训项目侧重于各种主题,包括产品知识、公司理念、客户服务和领导技能。进行需求评估,设计和开发培训项目,促进客户和公司培训项目的交付。衡量培训的有效性,以确保投资回报。

候选人简介

教育和经验

•2年认证大学学位,人力资源,酒店和餐厅管理,酒店管理,工商管理或相关专业;2年以上人力资源或相关专业工作经验;认证的培训师4年人力资源、酒店及餐厅管理、酒店管理、企业管理或相关专业学士学位;认证培训师

工作内容

管理员工培训计划

推广并告知员工所有的培训计划。

•展示客户服务费的领导力,展示优秀的客户服务,为客户关系营造积极的氛围。

•帮助员工识别有助于提高服务质量的具体行为。

确保员工接受持续的培训以了解客人的期望。

•使用有效的培训方法,确保员工对客户满意度有良好的了解,并能展示客户满意度技能。

定期与培训干部会面,支持培训工作。

•观察员工的服务行为,并向个人和/或经理提供反馈。

评估培训计划的有效性

•监控培训课程的注册和出勤率。

•定期与参与者会面,评估进展并解决问题。

•与运营主管合作,评估员工是否具有有效的技术和领导能力。

回顾评语卡、客人满意度结果和其他数据以确定改进的领域。

•衡量从培训课程到运营的学习转移。

•确保将成人学习原则纳入培训计划。

制定培训计划和预算

•确保所有培训和开发活动(部门具体培训和一般财产培训)都与组织的使命和愿景有战略联系。

•识别绩效差距,与经理一起开发并实施适当的培训以提高绩效。

•根据需要对培训方法和/或重新培训进行必要的调整。

•调整当前的培训和开发计划,以有效地影响关键业务指标。

•建立指导方针,让员工了解期望和参数。

发展专门的培训以提高服务绩效。

•在所有培训和发展活动中推动品牌价值和理念。

•将客人满意度作为部门会议的组成部分,关注持续改进。

管理培训预算

•根据需要参与培训预算的制定。

•根据人力资源和财产财务目标管理预算。

管理部门可控制的开支,以达到或超过预算目标。

•使用P-card(如果合适的话)来控制和监控部门支出。

 
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.