Learning & Development Specialist
Four Seasons Hotels Limited, Miami, FL, United States
Learning & Development Specialist
Four Seasons Hotel Miami is looking for a Learning & Development Specialist who shares a passion for excellence and who infuses enthusiasm into everything they do. Our employees have the opportunity to shape our guests experience by providing exceptional knowledge and service in support of our world-renowned organization.
Job Functions
1. Drives service quality assurance initiatives.
Partners with peers and superiors to determine performance gaps and learning needs
Works with Regional L&D Manager and Operational Division Heads to review key metrics (glitches, LQA, standards missed, GES scores) and plans training activities accordingly
Is involved in ensuring the necessary training and learning is conducted in departments on a consistent basis
2. Manages an effective standard training program and ensures Service Training Manuals are updated regularly and training checklists are turned in for new hires.
3. Maintains an effective Certified Departmental Training program
Responsible for an indirect reporting relationship with the Certified Departmental Trainers (CDT's), ensuring their roles and responsibilities are supported, developed, and adhered to in standards achievement and improved guest satisfaction
Trains new CDT's when required and regularly coaches and develops CDT's in their role and responsibilities
4. Bases the direction for service quality on a thorough and continuous Quality Needs Analysis
Along with RLDM creates and produces a quarterly Quality Needs Analysis (QNA) and planned improvements aligned to property's goals & budget cycle
5. Designs solutions for service quality by rapidly addressing, creating, and implementing programs that target performance gaps
6. Evaluates the effect of programs and initiatives through measuring results and monitoring change
7. Assists Managers with understanding service quality and how to drive performance improvement
9. Supports Learning and Development initiatives to align with service quality needs and initiatives
10. Embrace the Four Seasons Leadership behaviors and is an example of how they should be displayed
11. Address engagement and performance needs with creative Service Quality solutions.
Is a champion for core and culture standards achievement through training, testing, campaigns and initiatives. Is a champion of innovative practices.
12. Markets the Service Quality programs, initiatives, and performance improvement
13. Provides input for monthly and quarterly service quality reports that reflect performance gaps and learning needs
14. Prepares and maintains training attendance records in FS Learning
15. Coordinates and organizes programs facilitated by internal and external trainers
16. Oversees the Onboarding experience for all new hires.
Maintains Onboarding Training records
Assist in planning and facilitating Embark
Preferred Qualifications and Skills
Education: Hospitality/Hotel Management degree, or related field.
Experience: At least two year of operational hospitality experience.
Skills and Abilities: Willing and able to adhere to all Four Seasons' policies and procedures, represent the People and Culture department in a positive, professional manner at all times, maintain confidentiality of all People and Culture issues, be an advocate for a great employee experience, Spanish and Creole speaking & comprehension a plus.
Schedule & Hours
Full-Time
Days / Evenings / Occasional Weekends
Benefits Four Season Employees Enjoy
Energizing Employee Culture where you are encouraged to be your true self!
Comprehensive learning and development programs to help you master your craft.
Inclusive and diverse employee engagement events all year-round.
Exclusive discount and travel programs with Four Seasons
Competitive wages and benefits (Medical, Dental, Vision and Retirement Plan)
And so much more!
Visa Requirements
US work authorization is required.
Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.
Four Seasons Hotel Miami is looking for a Learning & Development Specialist who shares a passion for excellence and who infuses enthusiasm into everything they do. Our employees have the opportunity to shape our guests experience by providing exceptional knowledge and service in support of our world-renowned organization.
Job Functions
1. Drives service quality assurance initiatives.
Partners with peers and superiors to determine performance gaps and learning needs
Works with Regional L&D Manager and Operational Division Heads to review key metrics (glitches, LQA, standards missed, GES scores) and plans training activities accordingly
Is involved in ensuring the necessary training and learning is conducted in departments on a consistent basis
2. Manages an effective standard training program and ensures Service Training Manuals are updated regularly and training checklists are turned in for new hires.
3. Maintains an effective Certified Departmental Training program
Responsible for an indirect reporting relationship with the Certified Departmental Trainers (CDT's), ensuring their roles and responsibilities are supported, developed, and adhered to in standards achievement and improved guest satisfaction
Trains new CDT's when required and regularly coaches and develops CDT's in their role and responsibilities
4. Bases the direction for service quality on a thorough and continuous Quality Needs Analysis
Along with RLDM creates and produces a quarterly Quality Needs Analysis (QNA) and planned improvements aligned to property's goals & budget cycle
5. Designs solutions for service quality by rapidly addressing, creating, and implementing programs that target performance gaps
6. Evaluates the effect of programs and initiatives through measuring results and monitoring change
7. Assists Managers with understanding service quality and how to drive performance improvement
9. Supports Learning and Development initiatives to align with service quality needs and initiatives
10. Embrace the Four Seasons Leadership behaviors and is an example of how they should be displayed
11. Address engagement and performance needs with creative Service Quality solutions.
Is a champion for core and culture standards achievement through training, testing, campaigns and initiatives. Is a champion of innovative practices.
12. Markets the Service Quality programs, initiatives, and performance improvement
13. Provides input for monthly and quarterly service quality reports that reflect performance gaps and learning needs
14. Prepares and maintains training attendance records in FS Learning
15. Coordinates and organizes programs facilitated by internal and external trainers
16. Oversees the Onboarding experience for all new hires.
Maintains Onboarding Training records
Assist in planning and facilitating Embark
Preferred Qualifications and Skills
Education: Hospitality/Hotel Management degree, or related field.
Experience: At least two year of operational hospitality experience.
Skills and Abilities: Willing and able to adhere to all Four Seasons' policies and procedures, represent the People and Culture department in a positive, professional manner at all times, maintain confidentiality of all People and Culture issues, be an advocate for a great employee experience, Spanish and Creole speaking & comprehension a plus.
Schedule & Hours
Full-Time
Days / Evenings / Occasional Weekends
Benefits Four Season Employees Enjoy
Energizing Employee Culture where you are encouraged to be your true self!
Comprehensive learning and development programs to help you master your craft.
Inclusive and diverse employee engagement events all year-round.
Exclusive discount and travel programs with Four Seasons
Competitive wages and benefits (Medical, Dental, Vision and Retirement Plan)
And so much more!
Visa Requirements
US work authorization is required.
Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.