Operation Trainer

Job description

JOB SUMMARY

·  Responsible for implementing quality processes and ensures all training and development activities are strategically linked to the company’s mission and vision, brand standards, target customer needs, ensure employee satisfaction, and focus on continuous improvement at the property level. 
·  This position supports the Quality function and builds support for change. Helps drive company values and philosophy and ensures all training and development activities are strategically linked to the organization’s mission and vision. 
·  Works with 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, and 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.
·  Fully knowledgeable of quality standards from Forbes, LQA, BSA and execute trainings: role plays, and sequence of service based on these standards. 
·  Tailor made trainings based on guest voice and GIA feedbacks. 

CORE WORK ACTIVITIES

Managing Quality Assurance Goals

·  attends monthly department meetings to enhance quality training. to give real time updates on hotel performance
·  Presents and share weekly analysis on defect trends, guest feedback and provides recommendations on focus areas
·  Record, track and communicate the progress of quality related activities 
·  Facilitate Problem Solving meetings assuring the systematic process is adhered to, quality tools are used, and 100% resolution is achieved.
·  Facilitate process improvement, assuring 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 BSA, LQA and guestVoice.
·  Directs property quality efforts to address critical customer requirements.
·  Executing Quality Training Programs
·  Develops specific training to improve service performance.
·  Drives brand values and philosophy in all training and development activities.
·  Partners with L&D team to ensure transfer of learning in the hotel/classroom takes place.
·  Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
·  Recognize associates for involvement in the quality process.
·  Managing Quality Tools
·  Assures that management practices at all levels are aligned with quality tools.
·  Assures 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 ensures 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.
·  Administering Employee Training Programs
·  Promotes and informs employees about all training programs.
·  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.
·  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.
·  Developing Training Program Plans 
·  Ensures all training and development activities (department specific and general property training) are strategically linked to the organization’s mission and vision.
·  Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
·  Makes any necessary adjustments to training methodology and/or re-trains as appropriate.
·  Aligns current training and development programs to effectively impact key business indicators.
·  Establishes 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.
·  Support Operation Departments in time of need 
·  Support Front Office and F&B reception during busy times. 

 

MANAGEMENT COMPETENCIES

 

Leadership

·  Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
·  Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
·  Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares
·  information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
·  Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

 

Managing Execution

·  Building and Contributing to Teams - Actively participates as a member of a team to move the team toward the completion of goals.
·  Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
·  Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and
·  arranges work requirements to accomplish goals and ensure work is completed.

 

Building Relationships

·  Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational
·  goals and lasting relationships.
·  Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
·  Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives. utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

 

Generating Talent and Organizational Capability

·  Organizational Capability - Evaluates and adapts the structure of own assignments and suggests improvements to work processes to best fit the needs and/or support the goals of an organizational unit.
·  Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.

 

Learning and Applying Professional Expertise

·  Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
·  Business Acumen - Understands and utilizes business information to manage everyday operations.
·  Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct.
·  Associate Relations - Knowledge of the broad range of relationships that could impact an employee, employer, or

applicant. This includes knowledge of federal and state laws, company policies and practices, and ethical obligations to investigate, evaluate, and recommend an appropriate resolution to an employee or labor relations complaint.

·  Recruitment and Hiring - Ability to recruit, interview, and hire qualified candidates. This includes knowledge of best

practices for each stage of the selection system.

·  Training - The ability to perform training needs assessment analysis, develop training programs, and effectively delivering training modules to employees.
·  Education and Training - Knowledge of principles and methods for curriculum and training design, teaching and
·  instruction for individuals and groups, and the measurement of training effects.
·  Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
·  Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing

software, Internet browsers, etc.).

·  Mathematical Reasoning - Demonstrates ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
·  Oral Comprehension - Demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
·  Reading Comprehension - Demonstrates understanding of written sentences and paragraphs in work-related

documents.

·  Writing - Communicates effectively in writing as appropriate for the needs of the audience.

 

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality. EDITION delivers the best of both worlds in a delicate balancing act – polish with personality, perfectionism with individualism, and comfort with charisma and charm. The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence, but who want it without limitations – breaking the bounds of convention and demanding an attitude and a feeling wrapped in a package that showcases the exceptional.

But to create this magical experience, we need you. We are looking for outgoing, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work. A place where service comes from the heart, not from a handbook. A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.

We invite you to join us today. In joining EDITION, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin  your purpose,  belong  to an amazing global​ team, and  become  the best version of you.