Learning & Development Manager - JW Marriott Venice Resort & Spa

Helps drive company values and philosophy and ensures all training and development activities are strategically linked to the organization’s mission and vision. Works with property leadership team to identify and address employee and organizational development needs. The position is responsible for ensuring effective training is in place to enable the achievement of desired business results. Training programs focus on a variety of topics, including product knowledge, company philosophy, and customer service and leadership skills. Conducts needs assessments, designs and develops training programs and facilitates the delivery of both custom and corporate training programs. Measures the effectiveness of training to ensure a return on investment.

• 4 years’ experience as trainer within a structured company or luxury hospitality environment; to be a certified trainer is a plus.

• Excellent verbal and written communication skills.
• Strong facilitation and presentation skills.
• Ability to influence and coach senior leaders, energetic and enthusiastic, able to inspire others.
• Excellent analytical and reporting capabilities.
• Fluent English and Italian, both written and spoken.
• Warm, approachable and highly collaborative.
• Passionate about people development and luxury service.
• Highly organized with excellent attention to detail.
• Committed to continuous improvement and innovation

• 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 the department trainers on a regular basis to support training efforts.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.
• Promote a safe and inclusive working environment.

• 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.
• 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.
• In collaboration with our external consultants, it manages all compulsory Italian training on health and safety in the workplace

• 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.