Director Of Training in Washington, DC

$80K - $100K(Ladders Estimates)

Trump International Hotel & Tower   •  

Washington, DC 20001

Industry: Hospitality & Recreation


Less than 5 years

Posted 55 days ago

Position Overview:

This position will be responsible for identifying and assessing hotel training and communication needs through guest and associate feedback as well as the hotel's overall performance. Planning, organizing, directing the hotel's training, and communication programs, supervising continuous learning and development opportunities for all associates. Working closely with senior management and department heads to ensure consistent compliance with operational standards, reviewing guest satisfaction surveys and driving continuous operational performance improvement throughout the hotel. Involvement in other areas of the Human Resources function, inclusive of associate relations and performance management.

Duties & Responsibilities:

  • Develop and deliver the infrastructure to support all operational learning and development needs and programs by establishing standardized methods and procedures for delivery, evaluation, measurement and reporting
  • Create a training and development strategy, vision and action plan to implement dynamic learning systems
  • Work with department heads to identify specific training needs within each department and for each associate
  • Design and implement effective training solutions to constantly improve service breakdowns, inefficiencies and productivity. Evaluate and monitor the development, effectiveness and consistency of these programs
  • Assess and analyze all guest complaints, requests and guest survey comments in the efforts to increase guest satisfaction and return clients
  • Ensure service level for all departments is at a Forbes 5-star level such that when inspected the property achieves these recognition levels
  • Select and monitor internal departmental trainers to deliver consistent onboarding and cross training plans and programs for new and existing associates
  • Facilitate all associate classroom training workshops if required (i.e. New Hire Orientation, 90-day Onboarding Recap and Trump Hospitality Institute Workshops etc.)
  • Provide oversight on the mandated compliance training programs (Health & Safety, ADA etc.) to ensure that the programs are developed in coordination with established standards and are properly tracked within associate profiles
  • Develop, maintain and distribute status learning and development reports to Executive Committee periodically and as needed
  • Conduct various quality shops and assessments of guest service and product consistency
  • Manage fiscal aspects of training including ROI of programs in meeting or exceeding budget standards. Measures, documents and reports on ROI assessments on learning initiatives
  • Work with Corporate Director of Training & Development for Trump Hotel Collection to roll out brand wide training initiatives at the property level
  • Prepare daily Trump Talks and training communication to send out to distribution list
  • Prepare and post all guest satisfaction survey results and comments on TripAdvisor for department head distribution and hotel communication boards
  • Actively engaged and involved throughout all areas of the property both front and back of house inclusive of daily walkthroughs
  • Development of annual learning & development plan and calendar
  • Active involvement and support in other areas of the Human Resources department

Job Requirements:

  • Strong public speaking skills, exceptional interpersonal and written communication skills
  • Outstanding attention to detail, organization, decision making and analytical skills
  • Self-starter, innovator, results-driven with ability to meet both short and long term business goals
  • Ability to manage time well, meet imposed deadlines and ability to work flexible hours
  • Innovative and change driven with a high sense of urgency.
  • Proven problem solving skills with ability to maintain composure in stressful situations.

Education & Experience

  • Minimum two years of training experience required
  • Minimum two years of experience in Human Resources preferred
  • Previous operational leadership experience in a luxury hotel setting strongly preferred
  • College Degree or equivalency with knowledge of second language an asset
  • Advanced knowledge of computers including Word, Excel and PowerPoint, ability to learn software applications

Valid Through: 2019-10-14