Training Manager/Quality Manager

JW Marriott; Kota Medan ᯔᯩᯑᯉ᯲; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

Join a leading luxury hotel brand as a Training Manager, responsible for developing training programs that enhance employee performance and guest satisfaction. This role focuses on aligning training with the company's mission and ensuring effective learning methods in an inclusive workplace. You will play a key part in fostering a culture of growth and support within the hotel environment.

Benefits

Opportunities for training and development

Supportive environment

Inclusive culture

Qualifications

• 2 years experience in human resources or related field; certified trainer.
• 4-year bachelor's degree in relevant fields; no experience required.

Responsibilities

• Develops and administers training programs aligned with the organization's vision.
• Conducts needs assessments and measures training effectiveness.
• Manages training budgets and monitors enrollment.

Skills

Leadership skills

Customer service

Training and development

Education

2-year degree in Human Resources

4-year bachelor's degree in Hospitality

Job description

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 topics such as 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. Measures the effectiveness of training to ensure a return on investment.

CANDIDATE PROFILE

Education and Experience

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

OR

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

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 behaviors contributing to service excellence.
• Ensures ongoing training to meet guest expectations.
• Uses effective training methods to ensure understanding of guest satisfaction skills.
• Meets with training team regularly to support efforts.
• Observes employee service behaviors and provides feedback.
• Monitors enrollment and attendance at training classes.
• Assess progress with participants and address concerns.
• Partners with operational leaders to evaluate technical and leadership skills.
• Reviews guest feedback and satisfaction data to identify improvements.
• Measures transfer of learning to the operation.
• Incorporates adult learning principles into training programs.

Developing Training Program Plans and Budgets

• Ensures training activities align with the organization’s mission and vision.
• Identifies performance gaps and develops training to improve performance.
• Adjusts training methods as needed.
• Aligns training programs with key business indicators.
• Establishes clear expectations for employees.
• Develops training to enhance service performance.
• Drives brand values and philosophy through training.
• Incorporates guest satisfaction into departmental meetings for continuous improvement.

Managing Training Budgets

• Participates in developing the training budget.
• Manages budget in line with HR and financial goals.
• Controls department expenses to meet or exceed budget goals.
• Uses P-card appropriately to monitor expenditures.

Marriott International is an equal opportunity employer. We value diversity and are committed to an inclusive, people-first culture. We do not discriminate based on protected characteristics such as disability or veteran status.

Join JW Marriott, part of Marriott International's luxury portfolio, with over 100 properties worldwide. We prioritize our associates’ happiness because happy associates create happy guests. Our team is confident, innovative, genuine, and intuitive. We offer opportunities for training, development, recognition, and a supportive environment to pursue your passions in luxury hospitality with a focus on well-being. Experience The JW Treatment—where caring for our associates starts with caring for our guests. Join us and be part of a global community where you can do your best work, find your purpose, belong to an exceptional team, and become the best version of yourself.