Manager, Training- Hospitality
About The Position
Under the guidance of the Senior Vice President of Hospitality and the direction of the Vice President of Hotel Operations, the Manager, Training provides enterprise-wide leadership in hospitality training and development. The role elevates service standards across hospitality operations by executing Yaamava Brand Standards and collaborating with department leaders and Vice Presidents to deliver a best-in-class guest experience. The Manager assesses training needs, develops and delivers programs, evaluates their effectiveness, conducts operational observations and inspections, and recommends improvements. The role supports compliance, operational effectiveness, team member performance, guest service, and continuous improvement. It also analyzes guest feedback, monitors industry standards and trends, and prepares training and service-performance documentation. The position has supervisory responsibilities, including hiring, training, directing, evaluating, and developing employees. The primary work environment is a climate-controlled office, with travel to meetings, trade shows, and conferences. Evening, weekend, and holiday shifts may be required.
Requirements
- Bachelor’s degree from an accredited college or university; related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements.
- At least 3 years of career experience in training and development.
- At least 3 years of supervisory experience.
- Proficiency in Microsoft products and/or Office 365.
- Experience developing, assessing, or reviewing quality assurance policies, procedures, processes, and internal controls.
- Ability to communicate verbally across all levels of the organization.
- Strong presentation skills.
- Excellent writing skills and strong computer skills, including Microsoft Office applications and compliance applications.
- Ability to meet the physical demands and working conditions described for the role.
Nice To Haves
- At least 3 years of relevant experience, preferably in a luxury hotel or spa.
- Knowledge of Forbes Travel Guide and AAA Diamond standards.
- Experience in instructional design, needs assessment, performance measurement, training delivery, and training evaluation.
- Experience building, leading, motivating, and coaching teams to achieve objectives.
Responsibilities
- Assess training needs and create comprehensive plans aligned with enterprise guest-experience goals.
- Design and deliver programs reinforcing Yaamava Brand Standards, Brand Champion Tasks, Forbes Travel Guide, Michelin, AAA standards, and other relevant industry awards and standards.
- Conduct ongoing observations and inspections; formally report findings and recommend leadership assessments and continued training related to compliance, operational effectiveness, health and safety, employee performance, standard operating procedures, and the Mystery Shop Program.
- Develop ways to evaluate program effectiveness and monitor and record training activities.
- Maintain current knowledge of service standards, guest-service expectations, objectives, strategies, operational plans, policies, procedures, service-performance systems, reporting, vendor communication, and action planning.
- Collaborate with Hospitality leadership to implement processes and service programs that exceed guest expectations, and promote a positive, collaborative environment that encourages feedback, recognition, and continuous improvement.
- Analyze customer-service surveys, respond to guest comments, and provide actionable feedback to department leaders.
- Stay current on industry trends and service standards through seminars and training sessions.
- Prepare and process training schedules, service-performance reports, action plans, travel requests, expense reports, purchase orders, work orders, contracts, and related documentation; follow up with management on training and pending information or requests.
- Carry out supervisory responsibilities, including interviewing, hiring, training, planning and assigning work, directing and reviewing work, evaluating performance, rewarding and disciplining employees, and addressing complaints and resolving problems.
- Make hiring decisions and design individual development plans with succession planning in mind for key roles.
- Perform other duties as assigned to support efficient department operations.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
