Training Manager

OTG•Houston, TX

11d•Onsite

About The Position

The Training (Learning & Organizational Development) Manager partners with airport leadership and the Organizational Development team to foster a positive culture and continuously enhance the crewmember and guest experience. By leading the airport's learning and development strategy, this role ensures training is delivered consistently and effectively to support crewmember growth and overall terminal performance. Training programs include orientation, onboarding, safety and quality assurance, hospitality and service, food and beverage operations, product knowledge, supervisor and manager development, and functional on-the-job training. The manager is responsible for scheduling, tracking, monitoring, and communicating training activities to airport and corporate leadership to ensure learning and development needs are met. As an experienced facilitator, this individual also coaches and develops trainers to ensure hourly crewmembers and managers receive the right training at the right time. Additionally, the role supports performance management, feedback and recognition programs, internal career growth and promotion planning, and effective communication across teams. The Training (L&OD) Manager reports to both the Airport Director and the Director of Learning & Organizational Development and works closely with Airport Senior Leadership to support business objectives and leadership development initiatives.

Requirements

Associate degree (required)
3 - 4 Years’ Experience in Hospitality Operations, Training or HR
Demonstrated results creating a high-performance workplace through cultural leadership that Sustains Results
Excellent verbal and written communication skills
Commitment to service of guests and all crewmembers
High integrity, work ethic, passion, and commitment to OTG values
Ability to train, delegate, coach and develop peers, leaders, and crewmembers
Ability to clear OTG background checks as well as any requirements to obtain Airport badges.

Nice To Haves

Bachelor’s Degree (preferred)

Responsibilities

Reduce turnover by partnering with HR, Organizational Development, and Operations teams to create effective orientation and onboarding experiences for all crewmembers, including ownership of orientation and onboarding programs.
Establish training plans for all new salaried airport crewmembers and partner with operational leaders to provide on-the-job training, coaching, and validation that prepares them for success in their roles.
Partner with Operations leaders and HR to establish training plans for hourly crewmembers, validate learning paths, and maintain training materials.
Schedule, facilitate, and maintain the Certified Trainer Program, including ongoing education and communication for the trainer team.
Develop, execute, and communicate the schedule of core training programs for all crewmembers, including Manager Essentials, Train-the-Trainer, Brand Partner Training, and other development initiatives.
Ensure the airport achieves and maintains compliance with all required training programs, including Workplace Harassment Prevention, Food Handler Certification, Alcohol Awareness, Fire and Life Safety, and other regulatory requirements.
Track, monitor, and report on all training activities, partnering with leadership to drive completion, performance outcomes, and behavior-based assessments and audits.
Support LMS administration, including course enrollment management and assessment approvals.
Review new hire surveys and other performance data and regularly connect with crewmembers, trainers, and managers to identify opportunities for improving onboarding and training programs.
Communicate new training initiatives to airport leadership and managers and partner with them to ensure successful implementation.
Partner with Airport Leadership and HR to communicate operational changes, including menu updates, promotions, and other business initiatives, to crewmembers.
Participate in leadership stand-up meetings, providing relevant updates and insights that enhance both the crewmember and guest experience.
Facilitate and coordinate quarterly United Airlines subtenant training and partner with Property Management to identify training opportunities and relevant topics.
Lead training planning, coordination, and delivery for new concept openings.
Support skill development, competency-building initiatives, and leadership pipeline programs for local crewmembers, including Manager Essentials, Evolving Leadership, Advancing Leadership, Career GPS, and similar programs.
Participate regularly in feedback loops with PAS Learning & Development to pilot, test, and improve programs and processes, while sharing airport-specific training needs to support scalable company-wide solutions.
Partner with HR Business Partners to identify skill and career development gaps and recommend effective development solutions.
Collaborate with HR and leadership teams to identify and support continuing education and individual development opportunities, including Individual Development Plans (IDPs).
Stay informed about company standards and effectively communicate updates and expectations to all levels of the organization.
Manage and monitor the local training budget, optimizing resources to support business objectives while maintaining fiscal responsibility and alignment with Airport Leadership.
Work a minimum of two operational shifts in the terminal each week to maintain visibility, strengthen relationships, and stay connected to the day-to-day operation.