Learning & Development Manager — Hospitality Training Lead

Pt Jasuindo Tiga Perkasa Tbk.; Sidoarjo; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Marriott International in Surabaya seeks a Learning & Development Manager to lead training strategy aligned with the brand's mission and guest experience goals.

You will partner with property leadership to design, deliver, and measure programs on product knowledge, service excellence, and leadership skills, ensuring ROI through rigorous evaluation and continuous improvement across departments.

Qualifications

• 2-year degree from an accredited university in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in the human resources or related professional 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.

Responsibilities

• 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.
• 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.

Education

2-year degree in HR/related

4-year bachelor's degree in HR/related

Certified trainer

Job description

Marriott International in Surabaya seeks a Learning & Development Manager to lead training strategy aligned with the brand's mission and guest experience goals.

You will partner with property leadership to design, deliver, and measure programs on product knowledge, service excellence, and leadership skills, ensuring ROI through rigorous evaluation and continuous improvement across departments.