Las Vegas, NV, United States
May 25, 2023
The Training & Quality Manager is responsible for overseeing and managing training initiatives and related programming in the hotel's continuing effort to deliver outstanding guest service and financial profitability.This position is critical in the further development of the property and is responsible for developing an ongoing Training & Quality of all programs including mandatory, obligatory, corrective and developmental to comply with state, federal and local regulations and Waldorf Astoria Hotels and Resorts policy and procedures.
Duties and Supporting Responsibilities
Oversee and administer all training and professional development functions to include, but not limited to, creating and/or developing course content, facilitating and/or conducting training sessions/workshops, Forbes training, planning and implementing corporate and hotel training initiatives, conducting needs assessments, measuring training effectiveness and ensuring on-the-job application of service, leadership, specialty and department-specific training initiatives.
Plan and conduct meetings with department managers, property trainers and team members to review performance trends, to develop appropriate action plans and to provide appropriate recognition.
Monitor all departmental training programs and assist departmental trainers in conducting pre-shift audits, executing job skills checklists, and utilizing brand service toolkit training.
Track, input, maintain and audit all individual team member training records to ensure full compliance with established corporate standards.
Develop an annual training calendar and compile periodic reports (i.e. monthly, quarterly, etc.) of training activity.
Maintain the training room inclusive of all equipment and materials
Assist the Director of Human Resources with Performance Management cycle for the hotel.
Responsible for coordination of various team member engagement events such as the quarterly town hall meetings, team members recognition programs and celebrations.
Create an environment and ambiance that makes Team Members feel energized, comfortable and motivated.
Assist in developing a recognition culture that exists among Team Members and across all departments.
Serve as an ambassador of Hilton’s culture, engaging with Team Members through direct and meaningful interactions and leading by example.
Assist with Human Resources functions, as needed.
·Ability to sustain a high degree of confidentiality and professionalism
·Three to five years previous experience, preferably within the hospitality field or high end customer service discipline
·Excellent communications to include both written and verbal use of the English language
·Strong capability of coaching as well as developing others
·Strong computer proficiency in Microsoft Office to include: Microsoft Word, Excel and Power point
·Ability to coordinate and prioritize multiple tasks and assignments
·Problem solving and Action Plan formulation
·Able to present themselves with an uplifting personality
Each of the items listed is considered an essential function of the position. However, the duties, responsibilities and requirements presented in this job description are intended to be broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position. The Company reserves the right to alter the duties and responsibilities of the position.
What will it be like to work for Hilton?
Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:
Hospitality - We're passionate about delivering exceptional guest experiences.
Integrity - We do the right thing, all the time.
Leadership - We're leaders in our industry and in our communities.
Teamwork - We're team players in everything we do.
Ownership - We're the owners of our actions and decisions.
Now - We operate with a sense of urgency and discipline
In addition, we look for the demonstration of the following key attributes:
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands (****. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
Job: Human Resources
Title: Training & Quality Manager - Waldorf Astoria Las Vegas
Requisition ID: HOT09J53