Training Manager
The Ritz-Carlton Grand CaymanTraining Manager
Join the only Forbes Travel Guide Triple Five-Star property in the Caribbean as our Training Manager. Working in close collaboration with the Quality department and the entire leadership team, this role is responsible for coordinating, facilitating, and creating new training and development programs, and for ensuring their successful and timely delivery across the property. The Training Manager will deliver brand training and ensure the data accuracy of all training-related records for all Ladies & Gentlemen. The role will implement and lead the annual learning plan, ensuring it aligns with property goals and business needs. The Training Manager will maintain a close partnership with the corporate training team, remaining proactive on all corporate-led initiatives, and will partner closely with the Director of Human Resources. The Training Manager will also support the Human Resources team throughout the year on internal events and any relevant and necessary component.
The qualified candidate must have the following:
• Minimum of 2–3 years’ experience in a management position within luxury hospitality, preferably in a Five-Star/Five-Diamond hotel with 500+ employees.
• Two-year degree from an accredited institution in Hospitality Management, Business Administration, Learning and Development, Human Resources, or a related field.
• Proven background in training and developing people, including program design, facilitation, and evaluation of training effectiveness.
• Strong knowledge of luxury brand and service standards, with the ability to coach and train teams to deliver them consistently.
• Working knowledge of hotel operations is a must.
• Proven ability to prioritize, meet deadlines, and deliver results independently and through others.
• Strong planning, scheduling, forecasting, and analytical skills, with exceptional attention to detail and accuracy in maintaining training records.
• Ability to build rapport and positive working relationships with employees at all levels, the leadership team, and corporate partners.
• Excellent facilitation, presentation, and written and verbal communication skills; proficient in English (written, verbal, and reading).
• Highly proficient in Microsoft Office, especially Word, Excel, and PowerPoint; experience with learning management or training records systems is an asset.
• Ability to work effectively in a multicultural environment.
• Ability to maintain the security and confidentiality of employee and hotel information.
• Professional in conduct, style, and appearance.
• Flexibility to deliver training across all departments and shifts, including evenings and weekends as business needs require.
• International and/or pre-opening experience is a plus.
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 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.
Evaluating Training Programs Effectiveness
• 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.
Developing Training Program Plans and Budgets
• 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.
Managing Training Budgets
• 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.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.