Training and Quality Manager

Overview

This position is responsible for creating, coordinating and implementing appropriate learning programs to promote a well-educated and professionally developed staff, help set direction for quality initiatives and follow through with results, to meet and exceed external and internal guest expectations. They will assess the training need through various forms of analysis and feedback.

Responsibilities

• Develop, implement, and manage comprehensive onboarding, orientation, and ongoing training programs for all levels of team members.
• Partner with department leaders to assess training needs and align programs with business goals, brand standards, and service culture.
• Facilitate training sessions, workshops, audits, and leadership development programs, both in-person and virtual and make recommendations for continuous improvement.
• Manage and maintain the training logs, ensuring accurate tracking of training completion and compliance requirements.
• Design and update training materials, manuals, job aids, and SOPs to ensure consistency and clarity across departments.
• Support compliance training, including harassment and human trafficking prevention, safety, food safety, and regulatory requirements.
• Coach and support department trainers, leaders, and subject matter experts in effective training delivery techniques.
• Evaluate training effectiveness through feedback, metrics, and performance outcomes; recommend improvements as needed.
• Support service culture initiatives and employee engagement efforts through targeted training and development programs.
• Maintain accurate training records and provide regular reporting to leadership.
• Stay current on training best practices, adult learning principles, and industry trends; Research and solicit outside training resources, as needed
• Train managers on problem solving, process improvement and strategic planning techniques.
• Assist in collecting, compiling and analyzing information as needed.
• Conduct new hire employee orientation
• Create, maintain, update and conduct leadership training
• Facilitate strategic planning, assuring alignment with the company goals and objectives
• Facilitate problem solving meetings assuring the systematic process is adhered to, quality tools are used, and 100% resolution is achieved
• Communicate the importance of, and energize associate involvement in, all quality efforts in the Resort
• Use data collection methods to compile, display, track and analyze defect trends. Communicate defect trends to departments in a timely and usable fashion with follow up plan for how to correct defects
• Recognize associates for involvement in the quality process

Additional Duties & Responsibilities:

• Attend seminars/functions given by businesses involved in various professional associations to increase knowledge level
• Attend monthly departmental meetings and daily line ups to enhance quality training
• Benchmark within the Company as well as other industries to find the best practices in order to achieve superior performance

Qualifications

• Have a strong understanding of luxury resort/hotel business.
• Clear understanding of the Forbes standards and how to execute into all training material and modules
• Bachelor’s degree in Human Resources, Organizational Development, Education, Hospitality Management, or related field preferred.
• Minimum of 3–5 years of experience in training, learning & development, or talent development; hospitality experience strongly preferred.
• Some experience in Instructional Design is a plus
• Proven experience designing and facilitating engaging training programs for diverse audiences.
• Excellent facilitation, presentation, and communication skill; along with interpersonal and presentation skills.
• Ability to influence without authority and work effectively with leaders across departments.
• Ability to command the room with executive presence
• Computer literate in Microsoft Office applications with the ability to learn HRIS systems and training software systems
• Strong organizational skills with the ability to manage multiple priorities. Must be able to handle multiple tasks in a fast-paced environment
• Proficiency in Microsoft Office and training-related software platforms.
• Fluency in English both verbally and non-verbally

Miscellaneous Skills:

• Microsoft Office
• Revinate
• HotSOS
• Opera

Compensation

Base Pay Start Rate: $85,000 - $100,000/Yr. + Bonus Potential

We offer a competitive benefit package for full-time, regular team members that includes:  group medical, dental, vision, life, disability benefits, and an employee assistance program. We have paid time off/sick time and are proud to offer participation in a 401(k) plan with a company match!

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