Training Manager

• Collaborate with key internal and external stakeholders to design and execute luxury service training programs that align with the hotel’s standards.
• Partner with hotel leadership and department heads to identify and address service quality and skill gaps, ensuring a consistently exceptional guest experience.
• Develop comprehensive strategies that utilize innovative learning approaches, technologies, and content to enhance service delivery across departments.
• Work with the People Services Senior Manager to develop an annual training plan that aligns with hotel goals and industry trends.
• Support professional development planning for team members, identifying growth opportunities and training needs to advance career paths.
• Oversee regulatory training programs, including sexual harassment prevention and other compliance training, in collaboration with the People Services Senior Manager to ensure legal and organizational standards are met.
• Work with the People Services Senior Manager to run orientations and support other onboarding initiatives.
• Oversee the emerging leaders program.
• Analyze market trends and industry benchmarks to inform training strategies and maintain the hotel’s competitive advantage in luxury service.
• Project manage the end-to-end design and execution of luxury service training initiatives, ensuring brand alignment, quality standards, and timely delivery.
• Create engaging training programs that motivate staff and promote consistent, high-quality guest service.
• Facilitate interactive training sessions that encourage active learning and empower staff to apply new skills in their daily interactions.
• Provide ongoing coaching and feedback to employees, equipping them with tools to apply training in practical scenarios.
• Oversee the development and implementation of specialized programs, such as advanced guest interaction techniques, service recovery strategies, and luxury etiquette.
• Collaborate with department leaders to ensure training aligns with departmental goals and provides meaningful career development for employees.
• Regularly monitor and evaluate service quality through direct observations, guest feedback, and data analysis to identify areas for improvement.
• Develop and maintain comprehensive documentation on service quality and training protocols.
• Coordinate with third-party experts and subject matter experts as needed for specialized training sessions or development projects.
• Maintain and oversee the Learning Management System (LMS), ensuring all training materials and resources are up-to-date and accessible.
• Report on training progress and impact, leveraging data to propose improvements and further learning initiatives.

Qualifications & Requirements:

Skills & Knowledge:

• 4-5 years of experience in learning and development, ideally within the luxury hospitality industry.
• In-depth knowledge of luxury service standards, guest engagement practices, and luxury hotel operations.
• Strong project management and strategic planning skills.
• Excellent communication, presentation, and facilitation skills with a confident and engaging training style.
• Demonstrated ability to measure training effectiveness and adapt strategies based on feedback and performance metrics.
• High attention to detail and a commitment to service excellence.
• Proficiency with learning management systems (LMS) and digital training tools.
• Certification in instructional design, professional learning, or change management is a plus.

Education:

• Bachelor’s Degree in Hospitality Management, Education, Organizational Development, or a related field. Master’s degree preferred.
• 3 years of hotel or restaurant experience. Experience in luxury hospitality preferred.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.