JW Marriott ★ 4.1

POSITION SUMMARY

• 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.
• 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.

CORE WORK ACTIVITIES

Assisting with 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.

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

Assisting with 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.

Assisting with Developing Training Program Plans and Budgets

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

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

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

• Assists with establishing 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.

Assisting with Managing Training Budgets

• Assists with the development of the Training budget as required.

• 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.

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

Managing Quality Assurance Goals

• 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.

• Presents and shares weekly analysis on defect trends, guest feedback and provides recommendations on focus areas.

• Coordinates a weekly quality meeting focusing on Owner survey/ feedback, top incidents, and business standard audits.

• Records, tracks, and communicates the progress of quality related activities in the property to executive committee members, managers, associates, and the corporate office.

• 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.

• Immerses in operations to better understand issues/defects faced on the ground.

• Drives several initiatives for business standard audits and Owner survey/ feedback.

• Conducts monthly audit to verify compliance with company and brand standards.

• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.

• Directs property quality efforts to address critical customer requirements.

• Completes other reasonable duties as requested by leadership.

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.

• Drives brand values and philosophy in all training and development activities.

• Verify transfer of learning in the property/classroom takes place.

• 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 that management practices at all levels are aligned with quality tools.

• Verifies the tools for continuous improvements are in place and being utilized.

• Uses data collection methods to identify, compile, display, track, and analyze defect trends.

Managing the Guest Experience

• 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.

• Supports operational leaders in the response and handling of guest feedback, problems, and complaints on various platforms (social media, TripAdvisor, etc.).

• Competitive Salary and Benefits as Marriott International Standards
• 2 days off per week
• Learning and Career development
• "TakeCare" and professional working environment

• 4-year bachelor's degree in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; certified trainer; 1 year experience in human resources or related professional area; certified trainer.

• Resume in English