Assistant Learning Manager

Training Operations:

• Delivers hotel/property-wide training courses for all Team Members.
• Meets with departmental trainers regularly and provides training, coaching, and support to ensure training effectiveness. Provides help in coordinating training for these trainers too.
• Leads the Orientation & onboarding process for all new Team Members.
• Promotes and informs Team Members about all training programs/initiatives.
• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations and experiences.
• Helps Team Members identify specific behaviors that will contribute to service excellence.
• Ensures Team Members receive ongoing training to understand guest expectations.
• Uses effective training methods to ensure Team Members have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
• Observes service behaviors of Team Members and provides feedback to individuals and/or managers.

Evaluating Training Programs Effectiveness:

• Monitors enrolment and attendance of training classes & virtual platforms.
• Meets regularly with participants to assess progress and address concerns.
• Partners with operational leaders to assess if Team Members demonstrate effective technical and leadership skills.
• Reviews guest comments, guest satisfaction results, emotional audits, and other data to identify areas for improvement.
• Ensures adult learning principles are incorporated into training programs.

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.
• Assists in establishing guidelines so Team Members understand expectations and parameters.

Managing Training Budgets:

• Assists with the development of the Learning budget as required.
• Assists with managing a budget in alignment with People & Culture and hotel/property financial goals.
• Assists with managing department controllable expenses to achieve or exceed budgeted goals.

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