Cluster Training Manager📣 Job Ad

About the Role

Le Meridien is seeking a Cluster Training Manager to join the team. This full-time role focuses on aligning all training and development activities with the organization's mission and vision. The Cluster Training Manager will work closely with the property leadership team to identify and address employee and organizational development needs, ensuring effective training programs are in place to achieve business results.

Key Responsibilities

• Promote and inform employees about all available training programs.
• Exhibit leadership in guest hospitality, exemplify excellent customer service, and foster a positive atmosphere for guest relations.
• Assist employees in identifying specific behaviors that contribute to service excellence.
• Ensure employees receive ongoing training to understand guest expectations and demonstrate guest satisfaction skills.
• Observe employee service behaviors and provide feedback to individuals and managers.

Training Program Development and Evaluation

• Conduct needs assessments, design, and develop training programs.
• Facilitate the delivery of both custom and corporate training programs, ensuring adult learning principles are incorporated.
• Measure the effectiveness of training to ensure a return on investment.
• Monitor enrollment and attendance at training classes and meet regularly with participants to assess progress.
• Partner with operational leaders to assess if employees demonstrate effective technical and leadership skills.
• Review comment cards, guest satisfaction results, and other data to identify areas for improvement.
• Identify performance gaps and collaborate with managers to develop and implement appropriate training.
• Align current training and development programs to effectively impact key business indicators.
• Incorporate guest satisfaction as a component of departmental meetings with a focus on continuous improvement.

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 department controllable expenses to achieve or exceed budgeted goals.

Qualifications and Experience

Candidates should possess 2-5 years of experience in a relevant field. The role requires a professional who can drive company values and philosophy through all training and development activities, focusing on product knowledge, company philosophy, customer service, and leadership skills.