Training Manager in Sacramento AMS at Hyatt Residence Club

Date Posted: 5/14/2022

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    For Accrual calc only
    Sacramento AMS
  • Experience:
    Not Specified
  • Date Posted:
    5/14/2022

Job Description

The Training Facilitator will be responsible for facilitating training that relates to the business needs of the individual business units with Owner Services. This may take the form of formal classroom training, one on one coaching, monitoring and workshops. This person will need to be able to instruct from new hire to experienced associates and instruct in both technical and soft skills.

Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. 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.

CRITICAL TASKS

Policies and Procedures

  • Responsible for own work and contributing to team, department and/or business results
  • Perform other duties as appropriate

Guest Relations

  • Address Owners needs in a professional, positive, and timely manner

Communication

  • Adhere to the guidelines for style and content of training deliverables
  • Demonstrate strong communication (oral and written) and interpersonal skills

Assists Management

  • Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge

Working with Others

  • Build relationships with subject matter experts and customers/participants to determine business requirements for training deliverables and services

Quality Assurance/Quality Improvement

  • Evaluate and update current information found in our knowledgebase, Compass and solicit feedback from end users to improve the efficiency and effectiveness of Compass and other managed sub-sites within SharePoint.
    Analyze, design, develop, implement, and evaluate training deliverables and services in accordance with project guidelines in a highly independent manner

Key Accountabilities

  • Delivering quality training of new hire curriculum
  • Consistent delivery of company expectations
  • Maintain and deliver accurate product knowledge
  • Assist agents/associates during “nesting” with calls
  • Maintain and update training material with accurate and current information.
  • Monitor the performance of others to ensure adherence to quality expectations and standards.
  • Maintaining a relationship with Team Supervisors and Managers to understand their team’s training requirements.
  • Develop continued education as necessary to support new processes or address gaps in training.
  • Document training activities and hours, new hire progression and existing associate progression
  • Works closely with QA to determine what additional and re-current training will be necessary for ensuring owner satisfaction  

Special Skills and Education Requirements

  • A degree in adult education or work history equivalent is highly desirable
  • Proficient experience in in training, facilitating and/or leadership
  • Preferred knowledge of MVW OS Systems
  • Preferred in-depth knowledge of all vacation ownership properties and the programs offered by MVW Owner Services
  • Preferred contact center experience
  • Must be organized, possess a team-player attitude and able to successfully prioritize
  • Strong Customer Service background
  • Sound judgment and decision-making skills
  • Excellent written communication skills, proficient in Microsoft Word, Outlook
  • Preferable knowledge of PowerPoint and Excel

CRITICAL COMPETENCIES

Analytical Skills:

  • Computer Skills
  • Learning
  • Problem Solving
  • Decision-Making

Interpersonal Skills:

  • Teamwork
  • Customer service orientation
  • Diversity Relations

Communications:

  • Telephone etiquette
  • English Language proficiency
  • Oral and written communication
  • Writing
  • Listening
  • Applied Reading 

Personal Attributes:

  • Adaptability/Flexibility
  • Integrity
  • Dependability
  • Positive Demeanor
  • Presentation
  • Initiative
  • Stress tolerance

Organization:

  • Detail orientation
  • Multitasking
  • Time management
  • Planning & organizing

PREFERRED QUALIFICATIONS

Education:

High school diploma/G.E.D. equivalent required; A degree in instructional design/technology, learning sciences, or adult education is highly desirable. 

Related Work Experience:

At least 1 year of related work experience

Supervisory Experience:

None required 

Hyatt Residence Club is an equal opportunity employer committed to employing a diverse workforce and sustaining an inclusive culture.

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