Hospitality L&D Manager: Elevate Service & Skills

Gentem Indonesia Lifelong Learning Group; Jawa Barat; Sur place; IDR 350 000 000 - 550 000 000; Plein temps

Résumé du poste

The St. Regis Jakarta is seeking a Learning & Development Manager to drive strategic training aligned with the property's mission. You will design and deliver programs, lead a training cadre, and measure ROI to improve guest experience and staff performance.

Collaborate with property leadership to identify development needs, manage budgets, and ensure programs reflect Marriott standards and brand values across all departments.

Qualifications

• 2-year degree in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in HR or related area; certified trainer.
• 4-year bachelor's degree in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; certified trainer; no work experience required.

Responsabilités

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

Connaissances

Training delivery

Needs assessment

Leadership collaboration

Formation

2-year degree in HR/Hotel/Hospitality/Business Administration

4-year bachelor's degree in HR/Hotel/Hospitality/Business Administration

Description du poste

The St. Regis Jakarta is seeking a Learning & Development Manager to drive strategic training aligned with the property's mission. You will design and deliver programs, lead a training cadre, and measure ROI to improve guest experience and staff performance.

Collaborate with property leadership to identify development needs, manage budgets, and ensure programs reflect Marriott standards and brand values across all departments.