Learning and Development Executive Marriott International

SPECIFIC DUTIES

The following are specific responsibilities and contributions critical to the successful performance of the position:

1. Works closely with the Director of Human Resources Operations & L&D Manager to execute the Hotel Learning Plan.
2. Involved in the arrangement and facilitation of the property s Orientation program to drive successful integration of management and hourly employees into the organization that supports a strong culture and brand strategy activation, taking an active part in the facilitation of the program, ensures attendance by all new hires and participation of the leadership team.
3. Supports in conducting the property training needs assessment and coordinates enrolment for core management training programs; tracks and documents managers participation in training.
4. Administers the Marriott e-Learning platform, MyLearning . Ensuring all L&D reports and training records up to date and accurate.
5. Monitoring and tracking of mandatory compliance trainings, core trainings and other trainings.
6. Evaluating the performance appraisal forms for 30-60-90 days chat for new joiner and tracking them while closely working with department admins and department heads.
7. Monitoring and tracking of induction plans for new joiners.
8. Ensures development plans are in place in accordance with the performance appraisal process, goals are documented and progress towards goal achievement is measured.
9. Managing the cross-training throughout the property and endorses cross-brand movement together with the L&D Manager.
10. Uses Marriott Global Source and its associated sites as a reference and resource tool. Proposes new content to Regional Office.
11. Supports in driving the implementation of the brand standards and compliance trainings.
12. Ensures compliance of all Marriott statutory classroom and e-Learning courses.
13. Proudly represents brand values and Company philosophy in all training and development activities.
14. Participates in departmental daily stand-up meetings and models desired service behaviors in all interactions with guests and associates.
15. Promote a continuous high performance and learning culture ensuring maximum organizational learning is captured and create a virtuous cycle of learning improvement
16. Supporting the L&D Manager with the administration of the internship programme.
17. Any other tasks assigned by the HR leadership team.

OTHERS

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Notify Loss Prevention/Security of any guest reports of theft.

Policies and Procedures

• Follow company, hotel and department policies and procedures.
• Follows Marriott International Hotels Limited Regional Office policies and procedures
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors and Management.
• Working hours as required to do your job but normally not less than 48 hours per week.

Guest Relations

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, JW Symphony of Service) to resolve issues, delight, and build trust.
• Assist other employees to ensure proper coverage and prompt guest service.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Address guests' service needs in a professional, positive, and timely manner.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Thank guests with genuine appreciation and provide a fond farewell.
• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Speak to guests and co-workers using clear, appropriate and professional language.
• Talk with and listen to other employees to effectively exchange information.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality. Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Quality Assurance/Quality Improvement

• Comply with quality assurance expectations and standards, e.g. GuestVoice and JW Marriott Brand Standard Audit.

Physical Tasks

• Enter and locate work-related information using computers and/or point of sale systems.
• Stand, sit, or walk for an extended period of time or for an entire work shift.
• Read and visually verify information in a variety of formats (e.g., small print).
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.