HOSPITALITY LEARNING & DEVELOPMENT MANAGER

Job Summary

The Hospitality Learning & Development Manager will be responsible for developing, delivering, and continuously enhancing training programs to improve hospitality excellence and operational performance across hospitality teams. This role will act as a cultural ambassador by being the driving force behind our brand standards and the embodiment of our Culture of CARE - which is rooted in crafting an inclusive employee experience to Inspire our People, Strengthen Culture, Transform Communities to ensure associates at all levels are equipped with the skills, knowledge, and resources to deliver outstanding guest and team experiences.

The ideal candidate would be bilingual in English and Spanish and have a deep understanding of hospitality standard methodologies, a passion for training and development, and a proven track record to lead, encourage, and drive positive change within teams. The Hospitality Learning & Development Manager will ensure the Company’s Hospitality Philosophy is driven within the established objectives, standards, & principles safeguarding the delivery of the highest quality services standards are established in the day-to-day R/A businesses.

This role requires local travel approximately three days per week within the designated area. Additionally, candidates should be prepared for out-of-state travel twice a month, including occasional overnight stays.

Key Responsibilities:

• Training Development & Delivery.
• Design and deliver interactive training programs and workshops tailored to various levels within the organization, from frontline associates to managerial staff.
• Deliver training sessions on inclusion principles, cultural competence, and insight in the workplace.
• Stay updated on industry trends and integrate relevant concepts, technologies, and methodologies into training programs.
• Establish quantifiable benchmarks to gauge the efficiency of training programs.
• Conduct regular assessments and analyze guest feedback to ensure alignment with guest expectations and brand standards.
• Provide insights and recommendations to improve service and training programs based on assessment outcomes.
• Collaborate with Operational Excellence and People Services teams to understand team and departmental needs, tailoring training content to align with organizational goals and values.
• Lead and run special projects sought at driving innovation in hospitality training.
• Act as a liaison between the Operational Excellence and People Services teams to ensure cohesive training standards.
• Champion initiatives related to guest happiness and quality assurance, setting high standards for service and integrity, such as orchestrating the guest happiness/mystery shopper program.
• This role requires local travel approximately three days per week within the designated area. Additionally, candidates should be prepared for out-of-state travel twice a month, including occasional overnight stays.

Desired Skills and Attributes:

• Strategic problem solver with the ability to translate vision into actionable training.
• Passion for hospitality and a dedication to delivering an outstanding guest and team experience.
• Ability to operate independently as well as be part of a team
• Ability to run multiple projects in a fast-paced environment.
• Client Relationship Skills 
• Outstanding attention to detail
• Strong drive, energy and problem-solving ability
• Excellent verbal and written communication skills with all target audiences
• Validated leadership and supervisory skills; demonstrated ability to lead, encourage and empower teams

Requirements:

• Bachelor’s degree or equivalent experience 
• 5-7 years in customer service and Operations Experience 
• 3+ years of team leadership experience
• Excellent customer service skills and dedication to providing the highest level of customer happiness
• Proficient in Microsoft Office
• Strong digital literacy 
• Comfortable as a trainer of others