Training & Quality Manager at Marriott International, Inc.

Job Number: 20026316
Location: Lagos Marriott Hotel Ikeja, 129A and 129B Oba Ladejobi Street, Lagos, Nigeria
Job Category: Human Resources
Brand: Marriott Hotels Resorts / JW Marriott
Schedule: Full-time
Relocation?: No
Position Type: Management

Job Summary

• Helps drive company 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 employee 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, customer service and leadership skills.
• Conducts needs assessments, designs and develops training programs and facilitates the delivery of both custom and corporate training programs.
• Measures the effectiveness of training to ensure a return on investment.

Core Work Activities
Managing and Administering Employee Training:

• Coordinates property compliance training programs such as CPR, PAR, Business We Do, Harassment, Fire Safety, Food Handling, OSHA, etc.
• Ensures participants receive the appropriate property and company orientation, understand program materials and build relationships with property leadership team.
• Promotes and informs employees about all training programs.
• Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
• Administers and delivers 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.
• Makes any necessary adjustments to training methodology and/or re-trains as appropriate.
• Ensures adult learning principles are incorporated into training programs.
• 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).
• Managing Employee Development programs
• Provides additional training to participants to increase skills (e.g., HR skills).
• Helps employees identify specific behaviors that will contribute to service excellence.
• Oversees the Management Development Program.
• Coaches managers to enhance own performance and to improve the performance of employees.
• Develops specific training to improve service performance.
• Works with leadership team to determine development needs of managers.
• Designs, develops and delivers a supervisory development program to build effective supervisory skills.
• Drives brand values and philosophy in all training and development activities.

Developing Training Program Plans:

• Develops and maintains an annual or quarterly training calendar.
• Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.
• Develops implements and maintains a property orientation program for employees to introduce the company and the culture.
• Selects, trains and develops an internal training cadre to support delivery of technical skills training programs.

Evaluating Training Program Effectiveness:

• Aligns current training and development programs to effectively impact key business indicators.
• Ensures all training and development activities (department specific and general property training) are strategically linked to the organization’s mission and vision.
• Measures transfer of learning from training courses to the operation.
• Tracks key business indicators (employee and guest satisfaction, retention and financial results) to determine the effectiveness of current training and development programs.
• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.

Candidate Profile
Education and Experience:

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