Role Purpose
Support the development and execution of learning and development initiatives that enhance colleague performance, leadership capability, and service excellence across the hotel. Partner with department leaders to identify learning needs, coordinate training programs, and ensure all learning activities align with brand standards and business objectives.
Manage the hotel's learning calendar, facilitate onboarding, brand, compliance, and leadership development programs, and monitor training effectiveness through feedback, performance metrics, and learning outcomes. Develop and maintain training materials, support the implementation of new learning initiatives, and promote a culture of continuous learning and career growth.
Act as a trusted learning partner by coaching colleagues, supporting departmental trainers, coordinating train-the-trainer sessions, and ensuring consistent delivery of learning programs while fostering an engaging and high-performing workplace culture.
Key Accountabilities
- Create and maintain training materials using established training methodology including both participant and leader formats, in accordance with all regions and stakeholder specifications (such as Instructor led workshops, e-learning, virtual learning, mobile learning, gamification, video, etc.).
- Identify and develop new opportunities and methods for delivery.
- Provide recommendations on training approaches and strategies, design methodologies and training distribution and measurement/evaluation of training content.
- Create global and regional documentation and performance enhancing training tools, incorporating strategic use of systems/products into training documentation.
- Direct the development of training programs with 3rd party vendors. Work and collaborate to develop specifications for each initiative, including but not limited to selection of target audience, creative approach; review/recommend changes for the training products.
- Gather, develop, and manage best practices across all regions and stakeholders. Integrate best practices and tools into training documentation.
- Liaise with global and regional learning teams and stakeholders to complete training needs assessments, collaborate on training content development and feedback solicitation.
- Execute training to key stakeholders so they can provide expert services to their constituents. Certify regional trainers on training material (train the trainer), and mentor initial training sessions to ensure consistent delivery.
- Support the training deployment efforts of all regions and key stakeholders, share best practices and provide feedback to all regions and key stakeholders. Assist all regions with the deployment activities involved in global rollout.
- Function as subject matter expert on relevant initiatives and issues to convey to the global and regional teams, training departments, field support teams and other key stakeholders.
- Liaise and provide support to regional teams to resolve hotel issues relating to training content.
- Monitor departmental budget lines to include estimates, invoice coding and tracking and end of month reconciliation of any projects.
Key Skills & Experiences
Education –
Bachelor's or Master's Degree in a relevant field of work or an equivalent combination of education and work-related experience.
Experience –
Three or more year's progressive work related experience in instructional design and performance consulting with demonstrated proficiency in training content development for complex systems.
Technical Skills and Knowledge –
- Demonstrated project management experience in organizing, planning and executing large-scale projects from conception through implementation and evaluation
- Demonstrated ability to effectively communicate (both written and oral form) technical and strategic information to clients, vendors, senior management, and colleagues in a clear and concise manner
- Effective presentation skills for the purpose of presenting ideas, programs or strategies to corporate and hotel colleagues
- Excellent analytical skills, organizational skills, and creative problem solving skills.
- Demonstrated understanding of learning authoring tools (Adobe Captivate, Adobe InDesign, Articulate Storyline, Camtasia)
- Demonstrated understanding of instructional design and adult learning principles and practices
- Demonstrated proficiency in Microsoft Office products (Word, Excel, PowerPoint, etc.)
- Knowledge of hotel operations preferred.
- Bilingual skills a plus
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