Service Training Manager

Canyon Ranch•Tucson, AZ

10h

About The Position

Canyon Ranch is seeking a passionate, creative Training Manager to develop colleagues and strengthen the property’s luxury hospitality service culture. The role designs and delivers engaging learning experiences, coaches colleagues in real time, and partners with operational leaders to translate service standards into memorable guest interactions. The manager works across guest-facing departments, including Front Desk, Housekeeping, Food & Beverage, Spa, and Health & Performance, and helps colleagues deliver authentic, attentive, personalized service. The position includes creating interactive workshops, role-playing, storytelling, demonstrations, training tools, and resources; supporting new colleagues in core hospitality skills; coaching teams on the floor; and helping departmental trainers maintain a consistent approach to learning. The manager also facilitates leadership and professional development programs and uses guest feedback, service observations, audits, mystery shopper results, and performance trends to assess opportunities, measure training effectiveness, and continuously improve programs and materials.

Requirements

3–5 years of experience in hospitality training, learning and development, luxury guest services, or a related field.
Strong understanding of hotel operations and the details that define an exceptional guest experience.
Confident, engaging facilitation skills, including the ability to make learning interactive and memorable.
Ability to coach others and provide constructive feedback that supports growth.
Creative approach to training and development.
Ability to build relationships and influence teams across departments and leadership levels.
Comfort facilitating in a classroom, coaching on the floor, and analyzing guest experience trends.
Excellent communication, organization, and presentation skills.
Passion for hospitality, wellness, and meaningful human connections.
Associate degree or equivalent two-year education required.
Previous training experience required.
Valid driver's license with an acceptable driving record required.

Nice To Haves

Bachelor's degree or equivalent experience preferred.
Experience in luxury hotels, resorts, or high-end hospitality environments strongly preferred.

Responsibilities

Design and deliver dynamic, engaging hospitality training programs.
Use interactive workshops, role-playing, storytelling, demonstrations, and hands-on experiences to support learning.
Help new colleagues develop skills in first impressions, communication, service recovery, and personalized guest interactions.
Create training tools, resources, and learning experiences that make service standards easy to understand and apply.
Act as an ambassador of the Canyon Ranch service culture.
Observe and coach teams on the floor, celebrate successes, and identify opportunities to elevate guest experiences.
Partner with Front Desk, Housekeeping, Food & Beverage, Spa, Health & Performance, and other guest-facing departments.
Use guest feedback, service observations, and quality assessments to improve guest experiences.
Coach colleagues to anticipate guest needs, handle challenging situations, and create memorable moments.
Partner with department leaders and managers to identify development needs and create training solutions.
Coach and support departmental trainers to promote a consistent approach to learning.
Facilitate leadership and professional development programs focused on communication, accountability, and coaching skills.
Promote continuous learning, welcomed feedback, collaboration, and recognition of excellence.
Use guest satisfaction feedback, service audits, mystery shopper results, and performance trends to identify opportunities and measure success.
Track training participation, progress, and effectiveness, and refine programs accordingly.
Keep learning materials current and aligned with the evolving guest experience.
Connect colleague development and service consistency with guest satisfaction.