Cluster Training Manager

About the Role

Marriott International is seeking a Cluster Training Manager for a full-time position in Makkah. This role is responsible for aligning all training and development activities with the organization’s mission and vision, working closely with the property leadership team to address employee and organizational development needs. The Cluster Training Manager ensures effective training programs are in place to achieve desired business results, focusing on areas such as product knowledge, company philosophy, customer service, and leadership skills. The position involves conducting needs assessments, designing and developing training programs, and facilitating both custom and corporate training initiatives.

Key Responsibilities

• Promote and inform employees about all available training programs.
• Demonstrate leadership in guest hospitality and customer service, fostering a positive atmosphere for guest relations.
• Assist employees in identifying specific behaviors that contribute to service excellence.
• Ensure employees receive ongoing training to understand and meet guest expectations.
• Utilize effective training methods to ensure employees comprehend and can demonstrate guest satisfaction skills.
• Meet regularly with the training cadre to support training efforts.
• Observe employee service behaviors and provide constructive feedback to individuals and managers.

Training Program Development and Evaluation

• Monitor enrollment and attendance in training classes.
• Meet with participants regularly to assess progress and address any concerns.
• Collaborate with operational leaders to evaluate if employees demonstrate effective technical and leadership skills post-training.
• Review guest comment cards, satisfaction results, and other data to identify areas for improvement.
• Measure the transfer of learning from training courses to daily operations to ensure a return on investment.
• Incorporate adult learning principles into all training program designs.
• Identify performance gaps and work with managers to develop and implement appropriate training interventions.
• Make necessary adjustments to training methodologies and conduct re-training as required.
• Align current training and development programs to effectively impact key business indicators.
• Establish clear guidelines for employees regarding expectations and parameters.
• Develop specific training initiatives aimed at improving service performance.
• Drive brand values and philosophy across all training and development activities.
• Integrate guest satisfaction as a continuous improvement component in departmental meetings.

Budget Management

• Participate in the development of the training budget as required.
• Manage the budget in alignment with Human Resources and property financial goals.
• Manage departmental controllable expenses to achieve or exceed budgeted goals.
• Utilize P-card, if appropriate, to control and monitor departmental expenditures.

Qualifications and Experience

Candidates should possess 2-5 years of relevant experience in training and development roles, preferably within the hospitality sector. The role requires a professional who can help drive company values and philosophy, ensuring all training initiatives are strategically linked to organizational objectives.