Responsible for the creation, coordination, execution and facilitation of division-wide training and development programs which support the division’s strategic initiatives to include the delivery of exceptional customer service at all levels of the organization. The primary focus will be on the training and development of hourly, supervisory and entry to mid-level management associates.
• Partners with corporate, divisional and field leaders to assess need for training and development based on strategic objectives, operational goals and staff development opportunities.
• Creates and maintains a plan to address training and development needs.
• Designs training/development programs and formulates policies, schedules and budgets based on knowledge of identified needs, company operations, business systems, new/closing business locations and/or changes in products/services.
• Coordinates and facilitates training programs which includes travel to field locations.
• Researches and develops appropriate curriculum, either internally or externally through vendor relationships.
• Selects appropriate instructional procedures or methods such as individual training, group instruction, self-study, simulation exercises, role play and/or computer based training.
• Creates, organizes and/or manages manuals, testing and evaluation procedures, multimedia visual aids, and other education material.
• Trains other associates to train (i.e. “train the trainer”) on various subjects/programs as needed.
• Establishes metrics, maintains records and prepares reports to analyze trends, forecast future needs, evaluate participation levels and determine effectiveness of programs.
• Other duties as assigned.
Position Requirements
• Bachelor’s degree in Human Resources, Hospitality, Training/Development, Management, Adult Education or a related field preferred.
• Minimum 6 years of progressive relevant and related experience with a focus on creating exceptional customer service, preferably within the hospitality industry.
• Exceptional facilitation skills.
• Excellent verbal communication and interpersonal skills throughout all levels of the organization.
• Excellent written skills including the ability to write reports, procedures/manuals and various training materials. Must be skilled in instructional design.
• Ability to read and analyze professional journals, operations procedures, training materials, etc.
• Strong understanding of adult learning.
• Ability to solve analytical problems and deal with a variety of variables in situations where only limited standardization exists.
• Vendor management experience preferred.
• Ability to work independently and/or as a team in a fast paced, multi-task environment.
• Creative ability to include appropriate design layout of presentation/training material.
• Self-starting initiative with a strong attention to detail.
• Proficient with pc applications including Microsoft Office products, publisher, etc. Prior HRIS experience preferred.
• SHRM, ASTD, CHART or related certification preferred.
• Ability to travel 40% – 60% of year by air, car and/or train.
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