Human Resources-Asst. Training Manager
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Job Number 19134942
Job Category Reservations
Location Shanghai Marriott Hotel City Centre, Lot 559, Xizang Road Central, Huangpu District,, Shanghai, Shanghai, China VIEW ON MAP
Brand Marriott Hotels Resorts /JW Marriott
Position Type Non-Management/Hourly
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Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.
Construction of the largest full-service Marriott-branded hotel in Shanghai, Shanghai Marriott Hotel City Centre opened its doors on 24 November, 2011. Located aside People's Square and Park on Xi Zang （Middle） Road, the Shanghai Marriott Hotel City Centre enjoys a premium downtown location. Nanjing Pedestrian Street is a 30 second stroll from the hotel's street entrance. The BUND, Suzhou Creek and the lively Xintiandi are all within easy walking distance.
The Assistant Training Manager helps drive Marriott values and philosophy and ensures all training and development activities are strategically linked to the organization’s mission and vision. The position works with the executive committee and property leadership team to identify and address associate 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. The Assistant Training Manager conducts needs assessments, designs and develops training programs and facilitates the delivery of both custom and corporate training programs. The Assistant Training Manager measures the effectiveness of training to ensure a return on investment for Marriott International and property ownership.
The following are specific responsibilities and contributions critical to the successful performance of the position:
Training and Development
Drives Marriott values and philosophy and ensures all training and development activities (department specific and general hotel training) are strategically linked to the organization’s mission and vision.
Partners with operational leaders to assess if associates demonstrate effective technical and leadership skills. Helps identify performance gaps and works with managers to develop and implement appropriate training to improve performance.
Measures transfer of learning from training courses to the operation. Makes any necessary adjustments to training methodology and/or re-trains as appropriate.
Ensures adult learning principles are incorporated into training programs.
Administers core training initiatives in compliance with corporate training and development standards. Core training initiatives include Orientation, Leadership Skills, Trainer Certification, Diversity Training, and Management Development Program a well as online learning program – Ash ridge.
Develops and maintains an annual or quarterly training calendar; promotes and informs associates about all training programs.
Establish compliance of departmental 15 minutes training on monthly basis.
Maintains a training data base to track participants, classes and hours of training; tracks all management training in accordance with standard operating procedures.
Selects, trains and develops an internal training cadre to support delivery of technical skills training programs; meets with training cadre on a regular basis to support training efforts.
Coordinates property compliance training programs such as CPR, Harassment, Business We Do, Fire Safety, Food Handling, OSHA, etc.
Applies for and coordinates government funded training.
Initiates and coordinates community based cooperative training programs.
Ensure administration of task force assignment is well coordinated.
Tracks key business indicators (associate and guest satisfaction, retention and financial results) to determine the effectiveness of current training and development programs and makes adjustments as necessary.
Provides input and recommends training enhancements to corporate training and development team.
Establishes educational partnerships with local schools to promote Marriott International as the employer of choice.
Develops, implements and maintains a hotel orientation program for non management and management associates to introduce the company and the culture. Ensures individuals are equipped with the necessary knowledge, skills and confidence to be successful in their role.
Develops, implements and maintains a management orientation program to introduce new managers to the expected leadership behaviors and management skills (e.g., financial management, human resources skills).
Works with leadership team to determine development needs of managers. Supports managers in creating development plans based on the individuals strengths, development needs, career aspirations and abilities.
Designs, develops and delivers a supervisory development program to build effective supervisory skills. Supervisory program not limited only to In Motion, Essential Skill for Supervisors and Managers
Oversees the Management Development Program. Ensures participants receive the appropriate hotel and company orientation, understand program materials and build relationships with property leadership team. Provides additional training to increase skills (e.g., HR skills). Regularly meets with participants to assess progress and address concerns.
Coaches managers to enhance own performance and to improve the performance of associates.
Liaise with local and overseas hotel schools in regard to student trainee programs and to evaluate the effectiveness of training program and trainee progress.
Supports associate events such as leadership outings, associate appreciation week, all associate meetings etc.
Supports community outreach efforts such as Spirit to Serve, property tours etc.
Identifies associate and managers educational needs and is a resource for associate inquiries regarding tuition reimbursement program. Manage the administration requirement of this program.
Supports on-going communication in all areas of the hotel. Works with leadership team to develop effective meeting curriculums.
Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints.
Empowers associates to provide excellent customer service. Establishes guidelines so associates understand expectations and parameters. Ensures associates receive on-going training to understand guest expectations.
Observes service behaviors of associates and provides feedback to individuals and or managers; continuously strives to improve service performance.
Reviews comment cards, guest satisfaction results and other data to identify areas of improvement; reviews findings with associates to develop appropriate corrective action, shares plans with hotel leadership and ensures corrective action is taken to continuously improve results.
Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
Uses effective training methods to ensure associates have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills. Helps associates identify specific behaviors that will contribute to service excellence.
Participates in the development of the Training budget as required.
Is familiar with Human Resources and hotel financial goals and manages budget in alignment with these goals.
Understands billing process for meeting rooms, food & beverage and equipment rental and monitors expenses.
Monitors enrollment and attendance at training classes. Coordinates participation in core training classes to effectively manage expenses and minimize travel costs.
Facilitates trade outs with external training resources e.g., guest speakers at hotel functions.
Determines cost effectiveness of sending individuals to outside management seminars versus internal programs.
Assesses market based training needs and delivers training to area properties to effectively offset training expenses (bills out wages, minimizes travel expenses etc.).
Manages department controllable expenses to achieve or exceed budgeted goals. Utilizes P-card if appropriate to control and monitor departmental expenditures.
Performs other duties as assigned to meet business needs.
Perform all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.