Sr. Quality & Training Manager - Regent Santa Monica Beach

IHG • Santa Monica, CA

3d • $85,000 - $90,000

About The Position

The Senior Quality & Training Manager will be responsible for creating and implementing training and development programs for colleagues of an ultra-luxury resort. The ideal candidate will identify areas where colleagues need to improve, oversees training strategy, curriculum development, delivery methods, evaluation to ensure measurable impact on individual, and organizational performance.
Reporting to the Hotel Manager, every day is different, but you’ll mostly:
Develop and implement Forbes knowledge checks.
Conduct needs assessments to identify areas where colleagues need to improve their skills, knowledge, and behavior to deliver exceptional customer service compliant with Forbes Five-Star standards.
Collaborate with department managers to determine training needs and develop tailored training programs for each department.
Design and deliver training sessions, workshops, and other learning experiences that are engaging, interactive, and aligned with the hotel's values and standards.
Develop and deliver new employee orientation programs that ensure new hires are equipped with the necessary skills and knowledge to succeed in their roles.
Develop and maintain training materials, including manuals, job aids, and e-learning courses.
Evaluate the effectiveness of training programs by conducting post-training assessments and surveys.
Keep up to date with industry trends and incorporate best practices into the resort's learning programs.
Collaborate with People & Culture for Orientation and onboarding agendas, guides and all other needs.
Collaborate with department heads in recommending any corrections needed to achieve our standards.

Requirements

• Minimum 3 years’ experience in a learning and development role, preferably in the hospitality industry or ultra-luxury setting.
• Bachelor's degree in HR, Education, Hospitality, or a related field.
• Experience developing and delivering training programs for diverse employee groups.
• Strong communication and presentation skills.
• Excellent organizational and project management skills.
• Proficiency in Microsoft Office, and Canva.
• Ability to work collaboratively with cross-functional teams and build relationships with stakeholders at all levels.
• Strong attention to detail and analytical skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Flexibility to work evenings, weekends, holidays, and when major city-wide events or pacing require.

Responsibilities

• Develop and implement Forbes knowledge checks.
• Conduct needs assessments to identify areas where colleagues need to improve their skills, knowledge, and behavior to deliver exceptional customer service compliant with Forbes Five-Star standards.
• Collaborate with department managers to determine training needs and develop tailored training programs for each department.
• Design and deliver training sessions, workshops, and other learning experiences that are engaging, interactive, and aligned with the hotel's values and standards.
• Develop and deliver new employee orientation programs that ensure new hires are equipped with the necessary skills and knowledge to succeed in their roles.
• Develop and maintain training materials, including manuals, job aids, and e-learning courses.
• Evaluate the effectiveness of training programs by conducting post-training assessments and surveys.
• Keep up to date with industry trends and incorporate best practices into the resort's learning programs.
• Collaborate with People & Culture for Orientation and onboarding agendas, guides and all other needs.
• Collaborate with department heads in recommending any corrections needed to achieve our standards.

Benefits

• We offer a comprehensive package of benefits including paid time-off, wellness and sick time, medical/dental/vision insurance, 401k plan, complimentary parking, employee cafeteria meals, and many other benefits to eligible colleagues.
• Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people.
• Most importantly, we'll give you the room to be yourself.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees