Learning & Development

1. Drives service quality assurance initiatives.

• Partners with peers and superiors to determine performance gaps and learning needs

• Works with Regional L&D Manager and Operational Division Heads to review key metrics (glitches, LQA, standards missed, GES scores) and plans training activities accordingly

• Is involved in ensuring the necessary training and learning is conducted in departments on a consistent basis

2. Manages an effective standard training program and ensures Service Training Manuals are updated regularly and training checklists are turned in for new hires.

3. Maintains an effective Certified Departmental Training program  

• Responsible for an indirect reporting relationship with the Certified Departmental Trainers (CDT’s), ensuring their roles and responsibilities are supported, developed, and adhered to in standards achievement and improved guest satisfaction.

• Trains new CDT’s when required and regularly coaches and develops CDT’s in their role and responsibilities

4. Bases the direction for service quality on a thorough and continuous Quality Needs Analysis 

• Along with RLDM creates and produces a quarterly Quality Needs Analysis (QNA) and planned improvements aligned to property’s goals & budget cycle

5. Designs solutions for service quality by rapidly addressing, creating, and implementing programs that target performance gaps https://careers.fourseasons.com/us/en/job/REQ10373982/Learning-Development-Specialist