Training & Development Manager - USA/LATAM Market

Scenic Tours Europe AG•Hollywood, FL

8d•Hybrid

About The Position

The Training & Development Manager is responsible for designing, developing, coordinating, and delivering training programs that support employee performance, service excellence, and business objectives across the US and LATAM organization. This role serves as the primary training resource for Reservations as well as supports learning and development initiatives across Sales, Marketing and Public Relations. Working closely with department Team Leaders, subject matter experts, and the Training & Development Specialist, the Training & Development Manager identifies knowledge gaps, develops learning solutions, and delivers engaging training programs that improve employee effectiveness, sales performance, customer experience, and operational consistency while also providing training on new product developments (new ships, new destinations, new programming). The Training & Development Manager will lead new hire onboarding, product launches, systems training, leadership development initiatives, and ongoing professional development programs while supporting quality assurance efforts through trend analysis, coaching recommendations, and performance improvement initiatives.

Requirements

Positive, can-do attitude
Reliable, self-motivated, and able to work independently
Passion for developing people and helping others succeed
Excellent verbal, written, presentation, and interpersonal communication skills
Strong facilitation, coaching, and relationship-building abilities
Highly organized with strong time management and prioritization skills
Exceptional problem-solving skills, accuracy, and attention to detail
Ability to manage multiple priorities in a fast-paced and evolving environment
Quick learner with a desire to continuously improve and adapt to change
Team-oriented, collaborative, and results-driven
Strong computer skills, including Microsoft Office and learning technologies
Ability to analyze performance trends and identify development opportunities
Passion for delivering exceptional employee and customer experiences
Ability to work effectively with employees and leaders at all levels of the organization
Experience creating and delivering training materials, presentations, and learning programs

Nice To Haves

Previous experience in Training, Learning & Development, Quality Assurance, Coaching, or Contact Center Operations
Experience facilitating instructor-led and virtual training programs
Experience developing training content, job aids, and learning resources
Experience in the Cruise Industry, Travel Industry, Hospitality Industry, or Luxury Service environment
Experience supporting cross-functional training initiatives and organizational change programs
Willingness to travel periodically to support training initiatives, meetings, conferences, and business needs
Strong computer and multi-system navigation skills
Ability to manage multiple priorities while maintaining exceptional guest experience and attention to detail
Experience with an ocean-cruising company; luxury travel experience preferred
Experience with Sabre flight software a plus

Responsibilities

Design, develop, and deliver training programs across the US organization.
Facilitate new hire onboarding and ongoing employee development programs.
Create and maintain training materials, job aids, reference guides, and learning resources.
Serve as the lead trainer for new products, systems, processes, and company initiatives.
Deliver instructor-led, virtual, and one-on-one training sessions for employees across multiple departments.
Partner with leaders and subject matter experts to identify training needs and develop effective learning solutions.
Measure training effectiveness through assessments, quality results, performance metrics, and participant feedback.
Analyze quality assurance trends and performance data to identify coaching and development opportunities.
Support coaching, performance improvement initiatives, and continuous learning across the organization.
Maintain accurate training records, reporting, and completion tracking.
Support organizational change initiatives through effective communication, training, and employee engagement.
Build positive working relationships with employees and leaders across departments.
Adhere to company policies, procedures, and workforce expectations.
Achieve established training, development, and performance objectives that support organizational success.