Director of Learning and Development

3 weeks ago

Washington, United States The Watergate Hotel Full time
Job DescriptionJob DescriptionTEAM WATERGATEWe are proud of our heritage, and — with a focus on executing a seamless experience for all our guests — our service will set us apart. We are seeking talented individuals who are passionate about a career in the hospitality industry and will energetically rise to all challenges. Some things in Washington never change, but a career at The Watergate Hotel offers the unique chance to reinterpret history while bringing a new luxury product to the DC market. If you are bold and believe that travel is an occasion worth celebrating; if you are gracious, intriguing, refined and fun; if you are distinct and want to help rewrite the rules of luxury, we want to hear from youPOSITION SUMMARYThe Training Director is directly responsible for developing training modules and programs, conduct service training specific to the brand voice, service culture, customer interfacing and talent development, adherence to QA standards and assist in overall administration, coordination and evaluation of the human resources functions. Conducts needs assessments, designs and develops training programs and facilitates the delivery of both custom and corporate training programs. Measures the effectiveness of training to ensure a return on investment.


ESSENTIAL JOB RESPONSIBILITIES
  • Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
  • Prepares employees for assignments by establishing and conducting orientation and training programs. Helps employees identify specific behaviors that will contribute to service excellence. Ensures employees receive on-going training to understand guest expectations. Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.
  • Works with property leadership team to identify and address employee and organizational development needs. Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
  • Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills. Ensures all training and development activities (department specific and general property training) are strategically linked to the organization’s mission and vision
  • Reviews comment cards, guest satisfaction results and other data to identify areas of improvement. Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
  • Drives brand values and philosophy in all training and development activities. Makes any necessary adjustments to training methodology and/or re-trains as appropriate. Aligns current training and development programs to effectively impact key business indicators.
  • Participates in the development of the Training budget as required. Manages budget in alignment with Human Resources and property financial goals. Manages department controllable expenses to achieve or exceed budgeted goals.
EXPERIENCE & QUALIFICATIONS
  • 1 - 2+ years experience as a training manager in a hotel setting is required; those with luxury hotel experience will be favored
  • Prior luxury hotel operational experience is required
  • Bachelor's Degree in hospitality or related field is preferred
  • Those with additional HR experience will be strongly preferred
OTHER DUTIESPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.EEO STATEMENTThe Watergate Hotel is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. The Watergate Hotel does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

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