Additional Information
Job Number24201005
Job CategoryHuman Resources
LocationThe Palace a Luxury Collection Hotel Madrid, Plaza de las Cortes 7, Madrid, Spain, Spain, 28014
ScheduleFull Time
Located Remotely?N
Position Type Management

Additional Information: This hotel is owned and operated by an independent franchisee, Archer Hotel Management Limited. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

JOB SUMMARY

Contributes drive company values and philosophy and ensures all training and development activities are strategically linked to the organisation’s mission and vision. Works with property leadership team to identify and address employee and organisational development needs. The position is responsible for 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, customer service and leadership skills. 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. Leads and manages the full cycle of the recruitment process to attract, assess and hire top talent, build and maintain a strong employer brand to attract top talent, foster long-term relationships with key sources of top talent at local and regional level.

LEARNING AND DEVELOPMENT

Developing Training Program Plans and Budgets

• Ensures all training and development activities (department specific and general property training) are strategically linked to the organisation’s mission and vision.
• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
• 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.
• Establishes 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.

Administrating Employee Training Programs

• Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
• Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere for guest relations.
• Promotes and informs employees about all training programs.
• Helps employees identify specific behaviours that will contribute to service excellence.
• Ensures employees receive on-going training to understand guest expectations.
• Meets with training cadre on a regular basis to support training efforts.
• Observes service behaviours of employees and provides feedback to individuals and/or managers.

Evaluating Training Programs Effectiveness

• Measures transfer of learning from training courses to the operation.
• Ensures adult learning principles are incorporated into training programs.
• Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.
• Monitors enrolment and attendance at training classes.
• Meets regularly with participants to assess progress and address concerns.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

Managing Training Budgets

• Develops 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.

TALENT ACQUISITION

• Defines the strategy for talent acquisition based on criteria like turnover, business needs, seasonality, etc.
• Partners with vendor partners to ensure effective advertisement efforts are being utilised for open positions in appropriate venues to attract a diverse candidate pool.
• Oversees/monitors candidate identification and selection process.
• Provides subject matter expertise to property managers regarding selection procedures.
• Performs quality control on candidate identification/selection.
• Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Ensures coordination and facilitation of new hire orientation program to generate a positive first impression for employees and emphasise the importance of guest service in company culture.
• Collaborates with management team to ensure departmental orientation processes are in place and employees receive the appropriate new hire training to successfully perform their job.

Education and Experience

• 4-year bachelor's degree in Psychology, Human Resources, Hotel and Restaurant Management, Business Administration, or related major.
• 5-7 years of experience leading the L&D department, preferably in the hospitality industry
• Proven experience creating comprehensive training curricula for different topics of training
• Long experience facilitating training for different levels of the organisation
• 2-3 years of experience using ROI evaluation methodologies like Kirkpatrick’s Four or similar
• Strong deep knowledge and/or 5 years of experience with instructional design
• Solid understanding of theories and principles of adult learning, applied to training
• 3 years of experience leading culture of the organisation using inputs like engagement survey
• 2-4 years of experience leading talent acquisition with knowledge of tools and methodologies of assessment
• Spanish and English are required for this position at least in level B2. Other languages are valued.

This company is an equal opportunity employer.

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