Training Specialist

ICONA RESORTS 1•Wildwood, NJ

6d•Onsite

About The Position

The Training & Development Specialist is responsible for supporting and enhancing internal training initiatives across all departments by developing, delivering, and managing comprehensive training programs. This role requires a background in hotel or hospitality operations, along with the ability to collaborate effectively with individuals across diverse teams and personalities. The ideal candidate will work closely with the Director of Training and Development to partner with department leaders in evaluating current processes, implement continuous improvement initiatives, and fostering a culture of excellence and exceptional service.

Requirements

High School Diploma or equivalent required.
Hospitality experience
Demonstrated ability to train, coach, and develop team members.
Maintain confidentiality of all sensitive operational and personnel information.
Excellent guest service skills.
Demonstrate respect, humility, flexibility, and strong interpersonal skills to work with diverse personalities.
Adherence to all policies and procedures delineated in the ICONA Handbook is required.

Nice To Haves

Degree in Hospitality Management, Business Administration or related field.
Prior training & development experience or equivalent job title in food & beverage.
Hotel Operations
Working knowledge food & beverage
A background in either training or education will be an asset.

Responsibilities

Review and evaluate existing LMS courses, process documentation, and side-work/duty lists associated with all job descriptions; identify opportunities to standardize best practices across all properties.
Conduct site visits to all ICONA / Mahalo properties and outlets; meet with leaders to assess culture and training needs.
Design, develop, and deliver comprehensive training curricula, with emphasis on Food & Beverage front-of-house roles. Training will include role-play scenarios, on-the-job coaching, and group instruction, with a focus on fine dining service standards and advanced wine and food knowledge. Modules will include topics such as guest greeting, tableside service, wine pairing, and formal service techniques.
Design, develop, and deliver comprehensive training curricula with implementation for the hotel side with emphasis with Front Desk and subsequently extending to additional departments across the hotel.
Expand and facilitate the organization’s Aloha Culture training program.
Analyze internal surveys, feedback, and online review trends to identify areas of opportunity and develop action plans with clear, measurable goals.
Launch and support a training and Continuous Improvement (CI) program to drive operational consistency, service excellence, and ongoing team development.
Partner with department leadership to establish a structured training schedule of newly and rehired team members for their coaching and certification programs.
Lead group training, coaching and periodic recertification sessions and provide one-on-one coaching for performance gaps as necessary.
Create and maintain an accessible training library with materials, checklists, tests, and digital resources.
Track training metrics (attendance, completion, guest satisfaction impact, upsell performance) and report results to leadership.
Perform other related duties as assigned.
Attend mandatory weekly Aloha Culture Meetings.