Operations Training Manager

Omni Hotels & Resorts•Frisco, TX

1d•Onsite

About The Position

The Omni Frisco Hotel at The Star is more than just the official hotel of the Dallas Cowboys, it’s the social hub for great food, fun and nightlife. This 16-story hotel features 300 beautifully appointed guest rooms and suites and a range of meeting spaces to accommodate any sized gathering. From grand and junior ballrooms to intimate spaces and an elevated pool deck, Omni Frisco Hotel’s 24,000 square feet of meeting space provide endless opportunities for events. This multi-use campus in partnership with the Dallas Cowboys, the city of Frisco and Frisco Independent School District features restaurants, retail space, entertainment venues and more. Omni Frisco Hotel is connected to The Ford Center, a 12,000-seat, domed, multi-purpose event center. The entire campus is anchored by the Dallas Cowboys World Headquarters, which houses office space and the practice facility for the Dallas Cowboys and the Dallas Cowboys Cheerleaders. Located 20 minutes north of downtown Dallas and 25 minutes from both DFW International and Love Field Airport, the Omni Frisco Hotel features a bevy of amenities including Neighborhood Services, a restaurant featuring honest food and drink in the American tradition. Discover our luxury boutique, Charlotte Jones Collection featuring local designers, a chic coffee and wine bar in the lobby and an elevated pool bar and grill, The Edge, overlooking the 91-acre entertainment district dubbed The Star. The upscale Omni Frisco Hotel embodies true Texas charm and sophistication. Staying true to Omni’s local color, this luxury hotel captures the energy and future of this vibrant North Texas city.

Requirements

Must be able to work in a fast-paced environment.
Luxury hotel or resort operational experience required (Rooms and/or Food and Beverage).
Self-starter, highly motivated, and enjoys working with and training people.
Ability to manage multiple projects at the same time.
Must be able to stand and walk for an extended period or for an entire shift.
Ability to lift/carry/push/pull up to 25 pounds.
Excellent verbal, written, and presentation skills.
Ability to write reports, manuals, and presentations.
One to two years of experience in a training role or hotel operational leadership role, preferably within luxury hotel or resort.
Strong technical skills, as well as excellent written and oral communication skills.
Excellent computer skills including Excel, PowerPoint, Word, and other programs.
Broad understanding of hotel operations, systems, and procedures.

Nice To Haves

Previous training experience preferred
Training certification strongly preferred.

Responsibilities

Drives Omni service culture standards through operational associate training, ongoing coaching, and performance measurement. Ensures all training and development programs, as well as associate training engagement initiatives, are strategically aligned with the hotel’s service standards and Omni brand positioning goals.
Works closely with the Executive Committee and operational leadership to ensure all associates receive the necessary training to deliver elite luxury guest service.
Fosters a culture of compliance within Rooms and F&B operations departments by focusing training on the following key areas: Moments of Service, Power of 1 / Power of Engagement, Food and Beverage Service Standards, Rooms Division Service Standards, through service excellence, training, and standards execution.
Lead Power of Engagement monthly training. This includes ensuring all required associates attend monthly training until the certification is complete. Additionally, this role recommends new POE Trainers and supports them through the certification process.
Expertise in designing, implementing, and sustaining Forbes Travel Guide level service standards, with a proven ability to translate luxury hospitality benchmarks into impactful training programs, operational execution, and measurable guest experience
Conducts all onboarding training, continuing skills, service and systems training, monthly training presentations, and compliance training.
Attends daily operational pre-shift and pre-meal meetings regularly and supports ongoing training
Identifies performance gaps and partners with operational leaders to develop and implement appropriate training to improve performance.
Measures the effectiveness of training to ensure hotel goals are achieved and return on investment is realized.
Collaborates with the General Manager and operational leadership to leverage Medallia data and insights to develop targeted training programs and evaluate effectiveness.
Success will be measured through improved guest services scores across all platforms and measurement tools
Actively promotes and informs associates about all training opportunities and associate training activities.
Makes any necessary adjustments to training methodology and/or retrains as appropriate.
Maintains training records and ensures full participation and compliance.
Actively participates in hotel strategic planning and flawless execution of departmental initiatives.
Is an internal PR Agent for Operations, creating motivating, timely, and effective communications that inform and engage associates while recognizing accomplishments.
Supports the Executive Committee’s Grow the Garden efforts by developing manager training capabilities, coaching effectiveness, and teaching skills across the operational management team.
Responsible for administrative duties relative to the above accountabilities.