Job Number 19000Z3W
Job Category Human Resources
Location Europe Office – London| London| Greater London
Position Type Management
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The Learning Manager| BMSC Europe is a key member of the Europe Learning and
Development team with specific responsibility for supporting the learning
activities in the BMSC above property and on property disciplines.
The position reports to and supports the Director of Learning and Development
BMSC Europe in working with the Europe BMSC leadership and property leadership
teams to identify and address associate 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| BMSC
discipline-specific skills| customer service and leadership skills. Works
together with the Director| Learning and Development| BMSC Europe to assess
training needs of BMSC Europe associates on- and above-property; and
contributes to the design and development of training programs. Facilitates
the delivery of both custom and corporate learner- centered training programs.
Contributes to the tracking and evaluation process to measure the
effectiveness of training and ensures a return on investment for Marriott
Core work activities
Training and Teaching Others – Identifying the educational needs of others| developing formal educational or training programs or classes| and teaching or instructing others.
Establishing and Maintaining Interpersonal Relationships – Developing constructive and cooperative working relationships with others| and maintaining them over time.
Improving Service – Improving service by communicating and assisting individuals to understand guest needs| providing guidance| feedback| and individual coaching when needed.
Communicating Information Timely – Informing and/or updating the executives| the peers and the subordinates on relevant information in a timely manner.
Executing on a Strategy – Taking a predetermined strategy and driving the execution of that strategy.
Exceeding Customer Expectations – Providing services that are above and beyond for customer satisfaction and retention.
Communicating with Supervisors| Peers| or Subordinates – Providing information to supervisors| co-workers| and subordinates by telephone| in written form| e-mail| or in person.
Organizing| Planning| and Prioritizing Work – Developing specific goals and plans to prioritize| organize| and accomplish your work.
Attending Meetings to Improve Quality and Service – Attending meetings and communicating with executive| peers| and subordinates as an effort to improve quality of service.
Meeting the Needs of Key Stakeholders – Understanding and meeting the needs of key stakeholders (owners| corporate| guests| etc.).
Developing Objectives and Strategies – Establishing long-range objectives and specifying the strategies and actions to achieve them.
Making Decisions and Solving Problems – Analyzing information and evaluating results to choose the best solution and solve problems.
Collaborating with Resources to Manage Projects| Achieve Goals| and Solve Problems – Working with other people to gather the information necessary to manage projects| achieve goals| and resolve problems.
Getting Information – Observing| receiving| and otherwise obtaining information from all relevant sources.
Identifying and Proposing Solutions to Potential Problems – Analyzing information| identifying current and potential problems and proposing solutions
Job Specific Tasks
Ensures adult learning principles are incorporated into training programs.
Develops| implements and maintains a management orientation program to introduce new managers to the expected leadership behaviors and management skills (e.g.| sales skills| financial management| leadership skills).
Assists Director| Learning and Development| BMSC Europe to determine development needs of BMSC associates.
Makes any necessary adjustments to training methodology and/or re-trains as appropriate.
Ensures the delivery of training effectively impacts key business indicators.
Drives company and brand values and philosophy in all training and development activities.
Partners with discipline leaders to assess if associates demonstrate effective technical and leadership skills using standard training evaluation methodologies.
Administers core training initiatives in compliance with corporate training and development standards. Core training initiatives include e.g.| Orientation| Leadership Skills| Trainer Certification| Diversity Training| and Management Development Program.
Leads and Supports the roll out of new digital first programs across the continent| including but not limited to Sales and Service Foundations| Revenue Management Skills Training| Marketing Orientation
Ensures all training and development activities (department specific and general hotel training) are strategically linked to the organization’s mission and vision.
Selects| trains and develops an internal training cadre to support delivery of BMSC training programs.
Coaches managers to enhance own performance and to improve the performance of associates.
Promotes and informs associates about all training programs.
Provides additional training to participants to increase skills| (e.g. training energizers| Ashridge).
Helps associates identify specific behaviors that will contribute to service excellence.
Assists in the measuring and evaluation of training and learning outcomes.
Leads and Supports the tracking of all BMSC training completed by on-property and above-property associates/leaders
Assists in the development and maintenance of an annual or quarterly sales training calendar.
Works with the Director| Learning and Development| BMSC Europe to manage and maintain the content of the Europe Training MGS pages.
Displays leadership in guest hospitality| exemplifies excellent customer service and creates a positive atmosphere for guest relations.
Provides necessary training to BMSC associates in Europe| either at office| shared services or on-property locations.
Education and Experience
4-year bachelor|s degree from an accredited University
Advanced degree in Education| Business Administration| etc.
3-5 years hospitality experience with a focus in Sales/Marketing/Revenue
Ability to speak multiple languages a plus
Skills and Knowledge
Writing – Communicating effectively in writing as appropriate for the needs of the audience.
Reading Comprehension – Understanding written sentences and paragraphs in work related documents.
Oral Comprehension – The ability to listen to and understand information and ideas presented through spoken words and sentences.
Basic Computer Skills – Using basic computer hardware and software (e.g.| personal computers| word processing software| Internet browsers| etc.).
Customer and Personal Service – Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment| meeting quality standards for services| and evaluation of customer satisfaction.
Number Facility – The ability to add| subtract| multiply| or divide quickly and correctly.
Originality – The ability to come up with unusual or clever ideas about products| services or situations| or to develop creative ways to solve a problem.
Mathematics – Using mathematics to solve problems.
Adaptability – Ability to effectively adjust to major changes in work tasks or the work environment.
Building Trust – Ability to interact with others in an honest| fair and respectful way; giving others confidence in one|s intentions and those of the organization.
Communication – Skilled at clearly conveying information and ideas through a variety of media; engaging the audience and helping them understand and retain the message.
Customer Focus – Ability to develop and sustain productive customer relationships; actively seeking information to understand and address customers| needs.
High Work Standards – Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks.
Planning and Organizing – Skilled at establishing courses of action for self and others to ensure work is completed efficiently.
Problem Solving/Decision Making – Ability to identify and understand issues| problems| and opportunities; using effective approaches for choosing a course of action or developing solutions.
Stress Tolerance – Ability to maintain stable performance and positive relationships with others while under pressure or opposition.
Technical/Professional Knowledge and Skills – Demonstrates a satisfactory level of position-related technical knowledge and skills.