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Hospitality Training & Development Manager

The Training & Development Manager is responsible for all aspects of employee training and implementation directives, including: assessing the training needs of employees; scheduling, tracking, and evaluating various training programs; conducting classroom training sessions intended to improve, maintain, and teach new skills; develop coaching tools, training techniques, and implementation methods to support continued on-site service development and skills training; identify opportunities to improve curricula and implementation; and assisting Management by conducting routine service evaluations, monitoring compliance of policy and procedures, and developing employee retention initiatives such as mentorships, recognition and benefit programs, and career advancement to improve productivity, quality of work, and build employee loyalty.

 

DUTIES AND RESPONSIBILITIES:

  • Analyze skills that staff needs to contribute to accomplishing the company’s Signature Service standards.
  • Identify skill gaps that improve job performance and efficiency.
  • Organize information to develop and update presentation content of classroom training sessions and specialized modules, including visual aids, handouts and teaching tools, skills assessment tests, role play activities, and evaluations.
  • Design and deliver training materials in various formats.
  • Assess and report training effectiveness to Management.
  • Educate staff about employment benefits, corporate policies and procedures, and evaluation and incentive programs.
  • Communicate regularly with staff about new service initiatives, policy or procedural changes, and employee benefits.
  • Assist with evaluating resumes for job submissions, interviewing qualified candidates, and providing feedback to Management.
  • Maintain familiarity with VIP Client Service offerings, monthly newsletter inclusions, and any marketing materials available to residents.
  • Proactively ascertain knowledge of existing and new local area businesses, services, convenience, and leisure time activities.
  • Maintain regular attendance and highest standards of personal appearance and grooming, in compliance with Tillinger’s standards, as required by the employee handbook.
  • Additional duties as assigned.

 

REQUIREMENTS AND QUALIFICATIONS:

  • Graduate of an accredited college or university preferred.
  • 3+ years experience in classroom and one-on-one training/coaching.
  • Experience in the hotel, hospitality, and customer service industries strongly preferred.
  • Ability to implement quality assurance standards.
  • A proficient presenter, instructor, facilitator, and communicator.
  • Organizational with attention to detail.
  • Positive, outgoing, and attentive demeanor – high energy individual.
  • Strong analytical and creative problem solving skills—measurable, results-driven.
  • Self-directing work method with the ability to work with little direct supervision.
  • Ability to demonstrate a history of proven reliability and consistency.
  • Proficient word processing and strong computer knowledge including programs such as Microsoft Word, Excel, PowerPoint, and Outlook.
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