Assistant Manager - Learning & Development

Overview

The Assistant Manager - Learning & Development supports identifying employee and organizational growth requirements and ensures effective training programs are implemented to achieve targeted business objectives. Training encompasses a variety of subjects such as product expertise, corporate philosophy, customer service, and leadership development. This role aids in conducting needs assessments, designing and facilitating tailored and corporate training sessions, and evaluates training effectiveness to guarantee return on investment.

Candidate Profile and Education

Candidates should have either a 2-year degree in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related fields with at least one year of relevant experience and be a certified trainer; or possess a 4-year bachelor's degree in related areas with certification but no mandatory experience.

Key Responsibilities

• Promote and communicate available training programs to employees.
• Exemplify leadership in guest hospitality and foster a positive environment for guest relations.
• Assist employees in recognizing behaviors that enhance service quality.
• Ensure continuous training to align employees with guest expectations.
• Apply effective training methodologies to convey guest satisfaction principles and skills.
• Regularly collaborate with the training team to support initiatives.
• Observe and provide feedback on employee service behaviors.
• Track training attendance and enrollment metrics.
• Meet with trainees to evaluate progress and address issues.
• Collaborate with operational leaders to verify skill application in the workplace.
• Analyze guest feedback and satisfaction data to pinpoint training improvement areas.
• Assess the transfer of learning to operational performance.
• Integrate adult learning principles into all training programs.
• Identify performance gaps and partner with managers to develop targeted training solutions.
• Adjust training methods and re-train employees as necessary.
• Align training objectives with key business performance indicators.
• Establish clear expectations and guidelines for employee behavior and performance.
• Develop focused training to enhance service delivery.
• Embed brand values and philosophy within all training and development efforts.
• Incorporate guest satisfaction as a key topic in departmental communications promoting continuous improvement.
• Assist in preparing and managing training budgets in coordination with Human Resources and property financial goals.
• Manage departmental controllable expenses and utilize P-card for monitoring expenditures where appropriate.

Equal Opportunity Commitment

The employer is committed to fostering an inclusive and equitable work environment that respects diversity, promoting equal opportunity regardless of disability, veteran status, or other legally protected characteristics.

About the Employer

W Hotels inspires curiosity and new experiences, cultivating a culture that redefines luxury globally. Joining this brand means becoming part of a dynamic, globally connected team dedicated to innovation, culture, and exceptional service.