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Learning & Development Manager
NBCUniversal
Universal City, CA
Uh oh, this posting was removed on 8/3/2015 9:06:00 AM PST
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Learning & Development Manager Guest Service and Brand Delivery
The Guest Service and Brand Delivery Training Manager serves as the Learning & Development Specialist providing impactful learning experiences and resources to build individual, team and leadership competence and confidence and safe work practices. Is a strategic partner who assists business partners in identifying barriers/root causes to employee service delivery and provides/recommends and executes targeted learning and development solutions. This position oversees the development of frontline and supervisory training programs and initiatives to support new hire onboarding and intellectual property-specific training needs. This role is responsible for researching and developing training initiatives to meet organizational needs; piloting initial classes and workshops; and, developing measures of assessing the application of knowledge acquired from the training experience. This role is also responsible for the design and implementation of an organizational wide guest service initiative.
•Participates in identifying training needs through observation, use of formal needs assessments and field research to support USH frontline, lead, supervisory and guest service training programs. Works with the L&D team, HR partners, client department leaders and subject matter experts to assess the learning needs of team members within the assigned client groups.
•Administers, sources and/or facilitates USH training and development programs and initiatives in support of the company's new Team Member orientation, guest service initiatives, and intellectual property agreements. Includes scheduling, delivery, tracking, marketing, administration and evaluation.
•Designs and customizes program materials; including facilitator guides, participant workbooks, presentations, and job aids. Incorporates ongoing evaluation information into class materials on a continuous improvement cycle. Researches and customizes new learning solutions, not limited to instructor-led, online learning, and on-the-job learning. Ensures training materials are updated, relevant and support current General Operating Procedures.
•Manages development and activities of direct and indirect reports. Manages the certified Service Coach (Sr. Trainer) development program (selection criteria, skill development/evaluation).
•Designs and implements training and coaching structure to support organization wide guest service initiative. Provides continual support of in-park coaching by providing just-in-time feedback based upon service observations. Role models our service expectations providing trainers and front line Team Members support and guidance in delivery of our brand promise (to include wardrobe and grooming).
•Through the observation process identifies service gap trends as well as best practices and communicates such to appropriate stakeholders, at all levels of the organization. Reviews guest comments to identify new opportunities to maximize positive guest experience and eliminate the negative. Uses positive comments to highlight and focus on desired behaviors. Also supports requests for targeted focus in support of service initiatives or programs.
•Supports execution of global and cross departmental recognition programs that support driving service related behavior.
•Partners and supports client with special employee engagement, leadership development and OD initiatives.
•Builds and maintains strong client, and subject matter expert relationships to gather ongoing needs assessment information and build curriculum content.
•Understands and actively participates in Environmental, Health & Safety and compliance responsibilities by following established USH policy, procedures, training and team member involvement activities.
QUALIFICATIONS/REQUIREMENTS
•Bachelors Degree in Hospitality Management, Instructional Systems Development, Communications, Education, or related area.
•5 years of experience in training needs analysis, curriculum and training design, and training evaluation.
•5 years of experience working within a guest service driven environment
•Demonstrated solid instructional design experience. Certification preferred.
•Effective training and presentation skills.
•Working knowledge of Adult Learning Theory and Instructional Methodologies.
•Proficient in Microsoft Office suite: Word, Excel, PowerPoint, Publisher and Outlook
DESIRED CHARACTERISTICS
•Effective planning and management skills
•Proven ability to manage through change
•Excellent written and verbal communication skills
•Strong analytical skills
Don't worry we have a lot of jobs on the site like this one;
Browse all jobs
Browse the Human Resources Category
Search for Learning & Development Manager jobs in Universal City-CA
Learning & Development Manager Guest Service and Brand Delivery
The Guest Service and Brand Delivery Training Manager serves as the Learning & Development Specialist providing impactful learning experiences and resources to build individual, team and leadership competence and confidence and safe work practices. Is a strategic partner who assists business partners in identifying barriers/root causes to employee service delivery and provides/recommends and executes targeted learning and development solutions. This position oversees the development of frontline and supervisory training programs and initiatives to support new hire onboarding and intellectual property-specific training needs. This role is responsible for researching and developing training initiatives to meet organizational needs; piloting initial classes and workshops; and, developing measures of assessing the application of knowledge acquired from the training experience. This role is also responsible for the design and implementation of an organizational wide guest service initiative.
•Participates in identifying training needs through observation, use of formal needs assessments and field research to support USH frontline, lead, supervisory and guest service training programs. Works with the L&D team, HR partners, client department leaders and subject matter experts to assess the learning needs of team members within the assigned client groups.
•Administers, sources and/or facilitates USH training and development programs and initiatives in support of the company's new Team Member orientation, guest service initiatives, and intellectual property agreements. Includes scheduling, delivery, tracking, marketing, administration and evaluation.
•Designs and customizes program materials; including facilitator guides, participant workbooks, presentations, and job aids. Incorporates ongoing evaluation information into class materials on a continuous improvement cycle. Researches and customizes new learning solutions, not limited to instructor-led, online learning, and on-the-job learning. Ensures training materials are updated, relevant and support current General Operating Procedures.
•Manages development and activities of direct and indirect reports. Manages the certified Service Coach (Sr. Trainer) development program (selection criteria, skill development/evaluation).
•Designs and implements training and coaching structure to support organization wide guest service initiative. Provides continual support of in-park coaching by providing just-in-time feedback based upon service observations. Role models our service expectations providing trainers and front line Team Members support and guidance in delivery of our brand promise (to include wardrobe and grooming).
•Through the observation process identifies service gap trends as well as best practices and communicates such to appropriate stakeholders, at all levels of the organization. Reviews guest comments to identify new opportunities to maximize positive guest experience and eliminate the negative. Uses positive comments to highlight and focus on desired behaviors. Also supports requests for targeted focus in support of service initiatives or programs.
•Supports execution of global and cross departmental recognition programs that support driving service related behavior.
•Partners and supports client with special employee engagement, leadership development and OD initiatives.
•Builds and maintains strong client, and subject matter expert relationships to gather ongoing needs assessment information and build curriculum content.
•Understands and actively participates in Environmental, Health & Safety and compliance responsibilities by following established USH policy, procedures, training and team member involvement activities.
QUALIFICATIONS/REQUIREMENTS
•Bachelors Degree in Hospitality Management, Instructional Systems Development, Communications, Education, or related area.
•5 years of experience in training needs analysis, curriculum and training design, and training evaluation.
•5 years of experience working within a guest service driven environment
•Demonstrated solid instructional design experience. Certification preferred.
•Effective training and presentation skills.
•Working knowledge of Adult Learning Theory and Instructional Methodologies.
•Proficient in Microsoft Office suite: Word, Excel, PowerPoint, Publisher and Outlook
DESIRED CHARACTERISTICS
•Effective planning and management skills
•Proven ability to manage through change
•Excellent written and verbal communication skills
•Strong analytical skills
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