Summary:

• Minimum of 2 years' experience.
• Education Level: Degree or above
• Cantonese, English, Putonghua

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. 
• Ensures all training and development activities (department specific and general property training) are strategically linked to the organization’s mission and vision. 
• Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance. 
• Makes any necessary adjustments to training methodology and/or re-trains as appropriate. 
• Aligns current training and development programs to effectively impact key business indicators. 
• Establishes guidelines so employees understand expectations and parameters. 
• 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. 
• Utilizes P-card if appropriate to control and monitor departmental expenditures. 

Requirements:

• 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.