Training Manager

OTG•Houston, TX

1d•Onsite

About The Position

The Training (Learning & Organizational Development) Manager partners with airport leadership and Organizational Development to foster a positive culture and continuously improve the crewmember and guest experience. By leading the airport learning and development plan, this role ensures training is delivered consistently and effectively to meet crewmember development needs and support overall terminal performance. Training programs include orientation, onboarding, safety and quality assurance, hospitality and service, food and beverage, product knowledge, supervisor and manager training, 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 needs are met. As an experienced facilitator, this person also coaches other trainers to ensure hourly crewmembers and managers receive the right training at the right time. In addition, the role supports performance management and feedback, recognition programs, internal 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 goals 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.
Multi-unit and full restaurant experience
Quick Service and Markets experience

Nice To Haves

Bachelor’s Degree (preferred)

Responsibilities

Reduces turnover by partnering with HR, Org Dev, and Operations teams to create effective orientation and onboarding experience for all crewmembers, including responsibility for Orientation and Onboarding programs
Establish training plans for all new airport salary crewmembers, and partner with team to effectively onboard them with on-the-job training, coaching and validation that prepares them for their role
Partner with Operations leaders and HR to establish training plans for Hourly CM, validate flight plans, and maintain training materials.
Schedule, facilitate, maintain the Certified Trainer program, including regular continued education and communication to the trainer team.
Establish, execute, and communicate the schedule of core training programs for all crewmembers, including Manager Essentials, Train the Trainer, Brand Partner Training, etc.
Ensure that airport achieves and maintains compliance in all required programs, including Workplace Harassment, Food Handlers,’ Alcohol Awareness, Fire and Life Safety, etc.
Track, monitor and report on all training activities, coordinating with leadership to drive completion and outcomes including behavior-based assessments/audits.
Support in admin functions of the LMS, including course enrollments & approving assessments
Reviews new hire surveys and other data and connects regularly with crewmembers, trainers, and managers to uncover opportunities that improve onboarding and training processes and programs.
Communicate new training initiatives to Airport leadership and managers, partnering to ensure new initiatives are implemented successfully.
Partner with Airport leadership and HR on Crewmember level communication on change management (specials, menu changes etc.)
Partner with leadership in stand-up meetings, bringing relevant updates and insight to the leadership team that improve crewmember and customer experience
Facilitate and coordinate quarterly United Airlines subtenant training, partner with Property Management on training opportunities and topics
Responsible for planning and delivery for new concept openings
Support in skill and competency development and leadership pipeline programs for local Crewmember development (Examples: Manager Essentials, Evolving Leadership, Advancing Leadership, Career GPS, etc.)
Participates regularly in feedback loop with PAS L&D to pilot, test and improve programs and processes; shares training requests from their airport so new initiatives can be effectively scaled across the company
Partner with HRBPs to identify skill and career development gaps and identify development solutions
Partner with HR and leadership to recognize and develop continued education opportunities for individuals (IDPs, etc.)
Stay informed about company standards and communicate formally and informally to all levels
Manage and monitor the local training budget, optimizing resources to support business objectives while maintaining fiscal responsibility and agreement with Airport Leadership.
Weekly lead Operational shifts in the terminal