Assistant Manager, Training at Four Points Hotels by Sheraton

Job Number: 18000ZYI
Location: Lagos
 
 Job Summary

• 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.
• Observes 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.

Requirements
Education and Experience:

• 2-year degree from an accredited university in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 1 year 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.