Operations Training Manager | Full-Time

Omni Hotels & Resorts

21h

About The Position

The Training Manager is responsible for designing, implementing, and continuously elevating learning and development programs that reflect the standards of a world-class luxury hospitality experience. This role ensures that all colleagues from frontline service teams to leadership are equipped with the skills, behaviors, and mindset needed to deliver exceptional, personalized guest experiences aligned with the resort’s brand promise.

Requirements

Bachelor’s degree in Hospitality Management, Human Resources, Education, or related field (preferred)
Minimum 5–7 years of training or learning & development experience, preferably in luxury hospitality or service-driven environments
Proven experience facilitating training for diverse, multicultural teams
Strong understanding of luxury service standards, guest experience design, and adult learning principles
Exceptional presentation, facilitation, and storytelling skills
Strong interpersonal and coaching abilities
Strategic thinker with hands-on execution capability
Highly organized, detail-oriented, and results-driven
Proficient in learning management systems (LMS) and training analytics
Ability to inspire, influence, and engage at all organizational levels
Associate’s degree or higher in Hospitality, Education, or a related field (or equivalent operational experience).
Minimum 1 year of experience in training, development, or supervisory roles within Rooms and/or Food & Beverage.
Operational background in hospitality is required.
Strong facilitation, coaching, and presentation skills.
Excellent written and verbal communication skills; bilingual in English and Spanish is a plus.
Proficiency in Microsoft Office; experience with Learning Management Systems (LMS) and digital learning tools is a plus.
Must be able to stand and walk for extended periods and lift/push/pull up to 25 pounds.
Flexible schedule required: ability to work at least 60% evening, weekend, and holiday shifts, based on operational needs.
Ability to manage multiple training programs simultaneously in a fast-paced environment.

Nice To Haves

Hospitality-focused credentials such as ServSafe, TIPS, AHLEI certifications, or CPTD (Certified Professional in Talent Development).

Responsibilities

Develop and execute a comprehensive training strategy aligned with brand standards, service philosophy, and business objectives
Design onboarding, service excellence, leadership development, compliance, and technical training programs
Customize training content to reflect luxury service expectations and local cultural nuances
Embed luxury service culture, guest experience standards, and emotional intelligence into all training initiatives
Partner with operations leaders to ensure consistency in service delivery across departments
Conduct regular service audits, training needs analyses, and skills gap assessments
Facilitate engaging, interactive training sessions for all levels of colleagues
Coach department heads and supervisors on effective on-the-job training techniques
Lead train-the-trainer programs to build internal training capability
Establish KPIs to measure training effectiveness, guest satisfaction impact, and ROI
Track training completion, certification, and compliance requirements
Continuously refine programs based on feedback, performance data, and evolving luxury trends
Work closely with HR, Operations, and Executive Leadership to align training with talent and succession strategies
Support leadership development and high-potential programs
Act as a culture ambassador, reinforcing values, professionalism, and service mindset