Training Manager

Trump International Beach Resort•North Miami Beach, FL

26d

About The Position

The Hotel Training Manager is responsible for designing, implementing, and continuously improving training programs that align with Forbes Travel Guide 4-Star service standards. This role ensures all team members consistently deliver refined, anticipatory, and personalized service that meets or exceeds Forbes’ expectations while supporting the hotel’s brand values and operational goals.

Requirements

In-depth knowledge of Forbes Travel Guide 4-Star service criteria and luxury service expectations.
Exceptional presentation, facilitation, and coaching skills.
Strong interpersonal skills with the ability to influence at all levels of the organization.
Detail-oriented with a passion for service quality and consistency.
Strong organizational, analytical, and follow-up skills.
Proficiency in training platforms, LMS systems, and Microsoft Office.
Knowledge and experience with Hotel Forbes 4 Star standards and training preferred.
Bachelor’s degree in human resources, Business, Management or equivalent education and/or experience preferred
Two or more years’ experience as a trainer in hospitality, preferably in the local market within a luxury hotel setting.
Ability to develop and maintain good working relationships with all levels of staff, vendors, guests and government agencies.
Ability to thrive in a fast-paced dynamic environment and adapt to changing priorities.
Strong understanding of adult learning principles and instructional design methodologies.
Excellent customer service and positive interpersonal skills.
Leadership qualities with the ability to motivate and influence others.
Excellent verbal and written communication skills, including strong writing and editing abilities and outstanding presentation skills, including ability to professionally speak in public and in front of groups.
Proficiency in Microsoft Word, Excel, Power Point and Outlook, and proficiency or the ability to learn quickly with little assistance of other software packages.
Strong analytical and problem-solving abilities.
Good judgment and the ability to maintain confidentiality are critical.
Ability to effectively handle multiple tasks simultaneously with frequent interruptions.
Strong organizational skills and attention to detail.

Responsibilities

Design and deliver onboarding programs that emphasize luxury service fundamentals, emotional engagement, and attention to detail.
Develop ongoing service culture training focused on etiquette, communication, personalization, problem resolution, and brand storytelling.
Facilitate leadership and supervisory training to reinforce accountability for service standards.
Create engaging learning tools such as workshops, role-plays, service simulations, and e-learning modules.
Maintain accurate training records and compliance documentation.
Updates existing onboarding training programs and enhances the process to ensure new hires are equipped with the necessary knowledge and skills to succeed in their positions from day one.
Develops and distributes training and development schedule each quarter and produces a monthly calendar.
Creates and develops new training content and updates existing training materials including manuals, guides, presentations to support programs and initiatives. materials for training as needed.
Facilitate training sessions using a variety of methods, including in-person workshops, online courses, and on the job training to ensure effectiveness and employee engagement.
Selects appropriate instructional procedures for individual training, group instruction, self-study, demonstrations, simulation exercises, role play.
Creates and maintains updated records of staff member participation in all training and development courses and creates and produces reports monthly.
Established metrics and evaluation processes to measure the effectiveness of the training programs and identify areas for improvement.
Coaches staff members on skills and career development.
Conducts yearly property Training needs assessment and makes recommendations to Executive Committee with regards to programs needed.
Delivery and ensure compliance with all training required by both state and federal laws (i.e. alcohol and food certifications, respectful workplace training, etc.).
Maintains and manages learning & development library including internal and external training and career development opportunities.
Works with Department heads, managers and departmental trainers to ensure On the Job Training, and new hire training programs are successful.
Maintains positive working relationships with all staff members and any external customer that encounters the Human Resources Department.
Act as a service culture champion, modeling Forbes-level behaviors and professionalism.
Coach team members on guest interaction techniques, including anticipatory service and service recovery.
Collaborate with department heads to embed service excellence into daily operations.
Support recognition programs that reward exemplary Forbes-level service behaviors.
Monitor guest feedback, mystery shop results, and internal quality scores to drive targeted training initiatives.
Track training effectiveness using KPIs such as guest satisfaction scores, service audit results, and employee performance metrics.
Stay current on luxury hospitality trends and Forbes Travel Guide updates.
Confers with managers and supervisors to determine training needs.
Compiles data and analyzes past and current year training requirements to prepare budgets and justify funds requests.
Designs, Develops and executes comprehensive training and development programs that meet the needs of all staff members and management team at the property level.
Undertakes and performs special projects and assignments assigned.
Formulates training policies, programs, and schedule knowledge of identified training needs, company processes, business systems, or changes in products, procedures, or services.
Implement leadership development programs focusing on managerial skills, decision-making and team building.
Develops and conducts operational training programs in accordance with FORBE’s 4 Star service standards.
Develops and conducts continuous property wide training programs. Examples include: Service Culture training, ABC’s of housekeeping, Behavioral Interviewing, Problem resolution, Telephone skills, OSHA compliance, New hire Orientation, Train the Trainer, Leadership Development, Florida Food Handler, Respectful workplace.
Assist Security leadership with the development and implementation of property wide safety and security training programs.
Responsible for assisting Vice President of Human Resources with preparation of annual training budget.
Oversee the Designated Trainers Program for training employees, on-the-job training, sales techniques, safety practices, management development.
Records and evaluates performance of designated and monitors progress of trainees with trainers.
Stay informed and updated on all trends and best practices in training and development by incorporating innovative training approaches.
Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.