What are the responsibilities and job description for the FSC Training Manager position at Loews Hotels, LLC?
Loews Hotels & Co is a leading owner and operator of luxury hotels with a portfolio consisting of 26 hotels and resorts in the United States and Canada. Located in major city centers and resort destinations from coast to coast, the Loews portfolio features one-of-a-kind properties that go beyond Four Diamond standards and embrace their "uniquely local" community in order to curate exciting, approachable and local travel experiences for guests.
Loews Hotels & Co is an Equal Opportunity Employer committed to a diverse and inclusive work culture. All qualified applicants will receive consideration for employment without regard to race, religion, gender, national origin, protected veteran status or any other basis protected under federal, state, or local law.
Job Description
Responsible for ensuring all employees are trained to provide excellent and consistent service and product and to maintain complete adherence to all Loews Hotels Star Service standards. Presents and conducts Orientation session for all new employees. Develops and conducts or coordinates training sessions to promote staff development. Monitors and maintains New Hire Training Program.
Essential Functions and Responsibilities
- Develop and present effective New Hire Orientation program for all new employees
- Keep training checklists current and track for completion
- Administer New Hire Certification and evaluation process
- Develop and present effective training programs for all employees, including line employees, supervisors, and managers, such as Star Trainer Seminar, Handling Guest Complaints Workshop, Serving Guests with Disabilities and Coaching Workshops and much more
- Oversee/conduct/monitor Alcohol Awareness "Responsible Vendors" Training Program
- Oversee/conduct/monitor Food Handler Certification Program
- Track Seminar Attendance
- Track Monthly Department Meetings and all report card items
- Conduct training needs assessment for departments
- Monitor department on-going training. Meet with 2 - 3 departments per month to monitor training and spot-checking, attend department meetings, assist with training questions, projects, concerns, etc.
- Participate with management in analyzing and addressing Employee Survey, Guest Comment Card and Shopper Reports, as appropriate
- Coordinate and monitor Tuition Reimbursement for team members
- Oversee Star Card Program and other recognition tools
- Responsible for the development of hotel training budget and the maintenance of training costs within budgetary guidelines
- Coordinate all external hotel training
- Maintain Manager Orientation, discussing employee handbook information and corporate and property standards and operating procedures
- Assist with coordinating training for career path initiatives. Provide career planning counseling to employees, as appropriate.
- Promote and update staff about Loews University
- Assist Instructors with preparing, conducting and tracking Loews University courses
- Promote management/supervisor/ star trainer development
- Assist with the development and implementation of safety and employee incentive programs
- Assist with all employee related social events (TMOM, Holiday Party, Kids Party. Theme Days etc.)
- Participate in and promote employee involvement in Good Neighbor projects
- Coordinate Heart of House signage and communications
- Assist Human Resources department in preparation of Sobe Times
- Interact with all levels of staff, ranging from hourly employees to executives
- Works along side local high school tourism programs (AOHT, Groundhog Day)
- Monitor and maintenance of hotel action plans (Shops, Market Metrix, EOS)
- Creates/Distributes quarterly manager newsletter
- Monthly submission to Corporate Training Office ("And More Stories", Training Accountability, Training Calendar, TM TV Items, Training Rosters, Action Plan updates)
- Conducts quarterly training meetings with all Department Heads
- Conducts monthly Star Trainer Meetings
Supportive Functions and Responsibilities
- Follows New Hire Training Program and ongoing Star Service Training in accordance with hotel standards
- Interviews, trains, spot-checks, praises, coaches, counsels, and disciplines according to Loews standards
- Notifies appropriate individuals fully and promptly of any problems or unusual matters of significance
- Is polite, friendly, and helpful to guests, employees, and management
- Attends all appropriate hotel meetings and training sessions
- Maintains clean and excellent condition of equipment and work area
- Executes emergency procedures in accordance with hotel standards
- Complies with safety regulations and procedures
- Complies with hotel standards, policies, and rules
- Remains current on hotel information and changes
Qualifications
- Excellent communication and organizational skills
- Outstanding presentation skills
- Thorough knowledge of hotel operations
- Working knowledge of Microsoft Office with an emphasis placed on knowledge of PowerPoint and Publisher
Education:
- Bachelor Degree in Training and Development or related field preferred
Experience:
- Minimum 2-5 years experience as a training director or manager/supervisor in a hotel or resort setting
Loews Hotels & Co is an Equal Opportunity Employer committed to a diverse and inclusive work culture. All qualified applicants will receive consideration for employment without regard to race, religion, gender, national origin, protected veteran status or any other basis protected under federal, state, or local law.
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