· Adult learning
styles and principles
· Needs Assessment
methodologies and learning needs identification
technologies, such as e-learning options and distance learning
· Theories and
types of evaluation for measuring
program financial impact
· Project planning
tools and processes
and influencing strategies
· Basic budgeting,
accounting and financial management
· Current on
industry trends affecting workplace learning
Creates a compelling picture of how the learning function can improve
the performance of the hotel and execute the strategy.
Establishes Strategies: Develops long-range learning, development,
human performance strategies to implement the vision.
Responsible for an indirect reporting relationship with the Designated
Trainers, ensuring their roles and responsibilities are supported, developed,
and adhered to in standards achievement.
Trains new Designated Trainers when required.
Manages Peers: Trains
managers to train their employees in the needed skills area. Train managers to inspire employees to
excellence as well as deal effectively with underperformance.
Drives Standards Achievement: Is a champion for Core and Culture Standards
achievement through training, testing, campaigns, and initiatives.
Operation Focused: Is involved in ensuring the necessary training
and learning is conducted in departments on a consistent basis.
Expectations: Works with hotel management to identify
performance gaps through the analysis of Glitch Reports, Guest Comment Cards
and Richey International Spotter Reports.
Programs: Is able to facilitate learning programs for
managers and employees when required.
Collaborates with Managers: Consults with
managers to determine solutions to needs and implement change initiatives
in identifying staff development needs as it relates to service excellence at
an individual & group level through review of performance reviews,
and maintains confidence and credibility with employees, supervisory and
as an objective third party in counseling, problem solving or conflict
situations where learning issues are involved
senior management with accurate and objective feedback for solutions with
respect to employee learning needs as it relates to service
breakdowns in systems and processes amongst or within departments
solicits feedback from management on which learning programs are needed and the
optimal time to schedule such programs or initiatives
Regularly coaches and develops Designated Trainers
(DT) in their role and responsibilities
Develops solid relationships with all new hires to
act as a supporting role during their probationary period
Conduct Designated Trainer Workshops (DTW) and
needed follow-up skill programs
2. Create and produce an annual Training Needs Analysis (TNA) and Training
Plan as a result of a thorough analysis of service delivery
Standards Training Manuals are updated and formatted correctly in departments
and participate in Standards achievement through testing, training, campaigns,
a learning culture that is focused on “Get It Right, Get Me Right and Wow Me If
relevant reports to determine trends and patterns assessing glitches, Medallia,
other guest feedback as well Richey and Forbes
the trends and patterns analysis, develop specific training programs for each
department with a goal of improving service delivery
the effect of training programs and initiatives through measuring results and
monitoring behavioral change
service gaps in Glitch Reports, Guest Comment Cards, and Richey International
Spotter Reports to improve service levels and close performance gaps