Training and Quality Manager

2 weeks ago

Doral, United States Trump Miami Resort Management LLC Full time
POSITION PURPOSE / OBJECTIVE:

The Training & Quality Manager is responsible for all training and development of associates and leaders, and is responsible for improving the productivity of all associates, while improving and maintaining the and service/quality of the organization at a Forbes 4 or 5 Star rating. This position assesses property-wide developmental needs to drive training and development initiatives and identifies and arranges suitable training solutions for departments and associates. This position actively searches, creatively designs and implements effective methods to educate, enhance performance and ensure luxury 4-5 star service throughout the organization.

EXAMPLES OF DUTIES / ESSENTIAL FUNCTIONS:
  • Conducts annual training and development needs assessment.
  • Proposes training and development programs and objectives.
  • Develops and monitors spending against the departmental budget.
  • Obtains and /or develops effective training materials utilizing a variety of media.
  • Trains and coaches leaders, supervisors and others involved in associate development efforts.
  • Plans, organizes, facilitates and orders supplies for associate development and training events.
  • Develops and maintains organizational communications, as needed, to ensure associates have knowledge of training and development events and resources.
  • Conducts follow-up studies of all completed training to evaluate and measure results.
  • Exemplifies the desired culture and philosophies of the organization.
  • Works effectively as a team member with other members of management and the HR staff.
  • Facilitate and ensure compliance of hotel and corporate key training programs including but not limited to Associate Orientation, Harassment Free Workplace Training, ADA, Performance Management, safety related training, career development training, guest satisfaction and luxury service training, language training, etc.
  • Assess training programs to determine effectiveness, need for enhancements, or elimination of programs, actively pursue alternative training vehicles/methods, and interactive training technologies; determine training effectiveness; and recommend necessary enhancements; keep abreast of training trends in the industry through conferences, periodicals, and associations.
  • Responsible for the scheduling of appropriate registration systems for all hotel training.
  • Assess and coach department trainers on content and delivery of all hotel training programs. May cross train and certify trainers to facilitate training programs.
  • Develop training programs/applications, curricula, assessment tools and corresponding materials (includes lesson plans, participant materials, job aids, user manuals, etc.) for the hotel's end users. Ensure that all course curricula and educational materials are current and of acceptable quality.
  • Collaborate with the Corporate Training Director in consulting with key department contacts to identify training needs and design programs and tools that support performance initiatives and strategic objectives.
  • Prepare monthly training progress reports and communicate to management team members the previous month's accomplishments.
  • Assist with all other Human Resources and hotel activities duties and projects as needed.
  • Responsible to lead all quality initiatives, to include leading and scheduling weekly Quality Meetings.
  • Conduct regular audits of services and associate gusts interactions throughout the resort, to include Business Partners.
  • Provide detailed feedback to Leaders, following service and quality audits, to include suggested actions and steps to take as needed.
  • Occasionally audit and inspect product and facilities throughout the resort, to ensure quality requirement under Forbes are met and exceeded. Provide detailed information and suggested actions and steps to improve or correct issues with Leadership.
SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
  • Support recruitment efforts, in particular departments and positions assigned for A-Z recruitment.
  • Maintenance of filing system in accordance with the Record Retention policy.
  • Ensures compliance by filing papers and documents into appropriate files in a timely manner.
  • Preparation of special reports or projects, as requested.
  • Attend all required meetings.
  • Knowledge of and compliance with all Emergency procedures. Reports unsafe conditions, as appropriate.
  • Other duties as assigned by management
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
  • Ability to handle shifting priorities and multitasking in a deadline oriented environment
  • Possess consultative, influential, strategic thinking and problem solving skill.
  • Ability to read listens and communicates effectively in English and in writing, using correct grammar, spelling and sentence structure.
  • Prepare official correspondence on behalf of management for both external and internal communications verbally and in writing.
  • Ability to sit for extended periods of time and continuously performs the essential job functions.
  • Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy.
  • Ability to work well with others.
  • Strong communication skills (verbal, written and presentation)
  • Promotes positive public/associate relations at all times.
  • Performs other duties as assigned.
  • Excel expertise
PHYSICAL REQUIREMENTS:

Frequency Key: Never - 0 hours; Rare - up to 1 hour; Occasional - 1-3 hours; Frequent - 3-6 Hours;

Constant - 6-8 hours

Physical Activity Frequency

Sitting Constant

Walking Frequent

Climbing stairs Occasional

Crouching/Bending/Stooping Occasional

Reaching Frequent

Grasping Frequent

Pushing/Pulling Occasional

Near Vision Frequent

Far Vision Frequent

Hearing Constant

Talking Constant

Taste Never

Lifting/Carrying (#15 lbs) Occasional

Travel Rare

OTHER DUTIES:

Assimilate into Trump National Doral Miami Cultural Foundation through understanding, supporting and participating in all elements of the Trump Cornerstones. Demonstrate working knowledge of the service standards.

SAFETY REQUIREMENTS:
Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Associates will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Leader.

QUALIFICATION STANDARDS:

EDUCATION

College/University degree preferred.

EXPERIENCE
  • Requires 5 years of Training and Development in Hospitality.
  • Hospitality Hotel Operations experience is a plus.
  • Bilingual in Spanish preferred.
  • Previous work experience should include working in education or Human Resources.


GROOMING/UNIFORMS

All associates must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.

NOTICE:

The hospitality business functions seven days a week, twenty-four hours a day. In addition, this is a hospitality business and a hospitable service atmosphere must be projected at all times. Upon employment, all associates are required to fully comply with Trump National Doral Miami rules and regulations for the safe and efficient operation of resort facilities. Associates who violate resort rules and regulations will be subject to disciplinary action, up to and including termination of employment.

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