JOB SUMMARY
Helps drive company values and philosophy and ensures all training and development activities are strategically linked to the organization’s mission and vision. Works with property leadership team to identify and address employee and organizational 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, and 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. The role will be reporting to the Director of Human Resources with a dotted reporting line to the General Manager.
CANDIDATE PROFILE
Education and Experience
Bachelor's degree in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; certified trainer with proven experience in executing Marriott training programs along with total quality management.
CORE WORK ACTIVITIES
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.
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.
Developing Training Program Plans and Budgets
• Ensures all training and development activities (department specific and general property training) are strategically linked to the organization’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.
Managing Training Budgets
• 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.
• Utilizes P-card if appropriate to control and monitor departmental expenditures.
Quality Assurance:
Take full ownership of the hotel’s
Quality Assurance (QA) framework
, ensuring consistent compliance with Marriott brand standards and operating procedures across all departments.
Lead and coordinate
Marriott Brand Standard Audits (BSA)
, internal audits, and third-party inspections; track findings, drive corrective actions, and ensure timely closure.
Develop, implement, and monitor
quality improvement plans
to enhance guest satisfaction, service consistency, and operational excellence.
Act as the
subject matter expert on brand standards
, ensuring departments are trained, aligned, and audit-ready at all times.
Analyze guest feedback (e.g., Guest Voice, Medallia, reviews) and operational data to identify trends, gaps, and opportunities for service enhancement.
Partner with department heads to
embed quality culture
, accountability, and continuous improvement practices at all levels.
Oversee
policy and SOP compliance
, ensuring all procedures are updated, communicated, and adhered to in line with Marriott guidelines.
Conduct regular
quality walkthroughs and spot checks
across guest areas, back-of-house, and service touchpoints.
Drive
training and awareness programs
for associates on quality standards, audit readiness, and guest experience excellence.
Prepare and present
quality performance reports
to leadership, including audit scores, action plans, and improvement initiatives.
Ensure readiness for
external inspections
, where applicable, maintaining high service and facility standards.
Foster a
guest-centric culture
, ensuring issues are proactively addressed and service recovery standards are consistently applied.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous. Be where you can do your best work, begin your purpose, belong to an amazing globalteam, and become the best version of you.
