Operations And Training Manager

Operations & Training Manager

Supports the Director, of People Development by coordinating and leading the efforts of the People Development team in the day to day operation. Aligns the People Development resources function with the overall strategy of the hotel operation. Reports to the General Manager in the absence of Director of People Development and Assistant Director of People Development.

Customer Services

• Delivers the brand promise and provides exceptional guest service at all times.
• Provides excellent service to internal customers.
• Handles all guest and employee complaints and inquiries in a courteous and efficient manner. Communicates immediately all guest complaints to Director of People Development.
• Maintains positive guest and colleague interactions with good working relationships.
• Empowers employees to provide excellent customer service. Establishes guidelines so employees understand expectations and parameters. Ensures employees receive on-going training to understand guest expectations.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

Financial

• Ensures that all hotel, company and local rules, policies and regulations relating to money handling and licensing are adhered to.

Operational

• Supports day to day process in People Development and assists the Director of People Development and Assistant Director of People Development in implementing hotel strategy, including coaching and counseling recruits, and hiring and retaining the best employees. Assists in reward and recognition programs and training strategies.
• Acts as liaison between team members and the Director of People Development as needed. Where there is no Director of People Development or Assistant Director of People Development for the property, directly facilitates, in conjunction with hotel managers, open employee communications to discern grievances and to respond to those grievances in all appropriate manners, including redressing those meriting correction.
• Oversees all employee relations and labor-related matters as they relate to federal, state and local employment and civil rights laws, including, but not limited to, Title VII, ADA, ADEA, FMLA, FLSA, Equal Pay Act, Pregnancy Discrimination Act, workers' compensation and comparable state and local laws, and general human and civil rights.
• Must be familiar with applicable collective bargaining agreements and relevant local labor union(s). Maintain and administer employment, wage and salary, benefit, OSHA, ERISA, ADA and incentive programs (where applicable).
• Manages termination process and unemployment compensation.
• Orders and maintains office supplies.
• Additional duties as necessary and assigned.

People Development

• Supports Swire Hotels' cultural and people development implementations and characteristics.
• Supervises on-going training initiatives.
• Uses all available on the job training tools for employees.
• Communicates performance expectations in accordance with job descriptions for each position.
• Coaches and counsels employees regarding performance on an on-going basis.

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Thorough knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, workers' compensation, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable):
  Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, ERISA, and NLRA.
• Working knowledge of wage and salary, employment and benefits administration and payroll.
• Ability to prepare and analyze data, figures and transcriptions prepared on and generated by computer.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Must be able to perform a variety of duties, often changing from one task to another of a different nature…