khách sạn sheraton hà nội tuyển dụng Chuyên Viên Đào Tạo (training executive) full time 2023THE SHERATON HOTEL

JOB SUMMARY
Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system. Follow proper escalation procedures when addressing guest concerns.
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets; protect the privacy and security of guests and coworkers. Welcome and acknowledge all guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
JOB SPECIFIC TASKS
1. Administering Employee Training Programs
o Promotes and informs employees about all training programs.
o Displays leadership in guest hospitality exemplifies excellent customer service and creates a positive atmosphere for guest relations.
o Helps employees identify specific behaviors that will contribute to service excellence.
o Ensures employees receive on-going training to understand guest expectations.
o Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills.
o Meets with training cadre on a regular basis to support training efforts.
o Observes service behaviors of employees and provides feedback to individuals and/or managers.
2. Evaluating Training Programs Effectiveness
o Monitors enrollment and attendance at training classes.
o Meets regularly with participants to assess progress and address concerns.
o Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.
o Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
o Measures transfer of learning from training courses to the operation.
o Ensures adult learning principles are incorporated into training programs.
3. Developing Training Program Plans and Budgets
o Ensures all training and development activities (department specific and general property training) are strategically linked to the organization's mission and vision.
o Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.
o Makes any necessary adjustments to training methodology and/or re-trains as appropriate.
o Aligns current training and development programs to effectively impact key business indicators.
o Establishes guidelines so employees understand expectations and parameters.
o Develops specific training to improve service performance.
o Drives brand values and philosophy in all training and development activities.
o Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
4. Managing Training Budgets
o Participates in the development of the Training budget as required.
o Manages budget in alignment with Human Resources and property financial goals.
o Manages department controllable expenses to achieve or exceed budgeted goals.
o Utilizes P-card if appropriate to control and monitor departmental expenditures.
5. Others
o Assist to ensure that all associates comply with the grooming and uniform standards
o Personally ensure compliance with all relevant Workplace Health & Safety and Occupational Health & Safety rules, and related Sheraton and Marriott International policies.