Luxury Hotel Training Manager - Bellagio

MGM Resorts International

2d

About The Position

The Hotel Operations Luxury Training Manager at The Bellagio is responsible for designing, implementing, and continuously refining learning strategies that elevate service excellence across hospitality functions including, but not limited to front desk, VIP services, concierge and spa. This role translates brand standards and business priorities into structured learning solutions that support onboarding, culture, and sustained performance excellence, driving guest experience aligned with established luxury service standards.

Requirements

• 1+ Years of prior relevant experience in Hospitality training, operations leadership, or instructional design required

Responsibilities

• Design. develop, and implement comprehensive training programs that align with brand standards, service excellence expectations, and operational priorities across all hotel departments.
• Own end-to-end training lifecycle of hotel training initiatives, including needs assessment, curriculum design, facilitation, evaluation, and continuous improvement of learning initiatives.
• Create and maintain training materials, including SOP guides, facilitator decks, job aids, and service playbooks.
• Serve as a viable ambassador of hotel's service culture by overseeing compliance and safety training and ensuring timely completion of required certifications, brand-mandated programs, and regulatory learning standards
• Evaluate established processes within the Hotel division to identify areas for improvement of implementation of established luxury standards in areas such as in person and phone connections with guests at the front desk, concierge desk, spa/salon, bell desk and valet services among others.
• Coach and mentor front desk and concierge agents to ensure that all appropriate steps of service are followed during guest interactions.
• Partner with operational leaders to embed anticipatory service, emotional intelligence, and moments of truth awareness into daily execution.
• Support service spot check frameworks in partnership with Guest Experience and communicate themes to leadership.
• Lead change management initiatives tied to systems, service models, and operational enhancements.
• Develop and implement structured observation and secret shopping calibration processes.
• Evaluate training effectiveness through structured feedback mechanisms and performance trend analysis, identifying patterns through engagement and turnover insights to proactively adjust curriculum.
• Ensure training content reflects evolving service expectations and operational standards.

Benefits

• Wellness incentive programs to help you stay healthy physically and mentally
• Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more
• Free meals in our employee dining room
• Free parking on and off shift
• Health & Income Protection benefits (for eligible employees)
• Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed