Job Description

Job Number 23222786
Job Category Human Resources
Location Courtyard by Marriott Kuala Lumpur South, 137, Jalan Puchong, Kuala Lumpur, Malaysia, Malaysia
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

JOB SUMMARY

Assists with identifying and addressing employee and organizational development needs. The position is assist in ensuring effective training is in place to enable the achievement of desired business results. Training programs focus on a variety of topics, including product knowledge, company philosophy, and customer service and leadership skills. Assists in conducting needs assessments, designing and developing training programs and facilitating the delivery of both custom and corporate training programs. Measures the effectiveness of training to ensure a return on investment.

CANDIDATE PROFILE

Education and Experience

• 2-year degree from an accredited university in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 1 year experience in the human resources or related professional area; certified trainer.

OR

• 4-year bachelor\'s degree in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; certified trainer; no work experience required.

CORE WORK ACTIVITIES

Assisting with Administering Employee Training Programs

• Promotes and informs employees about all training programs.

• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.

• Helps employees identify specific behaviors that will contribute to service excellence.

• Ensures employees receive on-going training to understand guest expectations.

• Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.

• Meets with training cadre on a regular basis to support training efforts.

• Observes service behaviors of employees and provides feedback to individuals and/or managers.

Assisting with Evaluating Training Programs Effectiveness

• Monitors enrollment and attendance at training classes.

• Meets regularly with participants to assess progress and address concerns.

• Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.

• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

• Measures transfer of learning from training courses to the operation.

• Ensures adult learning principles are incorporated into training programs.

Assisting with Developing Training Program Plans and Budgets

• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.

• Assists with making any necessary adjustments to training methodology and/or re-trains as appropriate.

• Aligns current training and development programs to effectively impact key business indicators.

• Assists with establishing guidelines so employees understand expectations and parameters.

• Develops specific training to improve service performance.

• Drives brand values and philosophy in all training and development activities.

• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.

Assisting with Managing Training Budgets

• Assists with the development of the Training budget as required.

• Assists with managing budget in alignment with Human Resources and property financial goals.

• Assists with managing department controllable expenses to achieve or exceed budgeted goals.

• Utilizes P-card if appropriate to control and monitor departmental expenditures.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

At Courtyard, we\xe2\x80\x99re passionate about better serving the needs of travelers everywhere. It\xe2\x80\x99s what inspired us to create the first hotel designed specifically for business travelers, and it\xe2\x80\x99s why the Courtyard experience today empowers our guests, no matter the purpose of their trip. We\xe2\x80\x99re looking for achievers who are passionate about providing a guest experience that goes above and beyond, enjoy being part of a small yet ambitious team, and love learning how to always improve \xe2\x80\x93 all while having fun.

In joining Courtyard, you join a portfolio of brands with Marriott International. Be where you can do your best work,\xe2\x80\x8b begin your purpose, belong to an amazing global\xe2\x80\x8b team, and become the best version of you.

Marriott