Training Manager

Summary

The Hotel Training Manager is responsible for designing, implementing, and continuously improving training programs that align with Forbes Travel Guide 4-Star service standards. This role ensures all team members consistently deliver refined, anticipatory, and personalized service that meets or exceeds Forbes’ expectations while supporting the hotel’s brand values and operational goals.

Essential Duties And Responsibilities

• Design and deliver onboarding programs that emphasize luxury service fundamentals, emotional engagement, and attention to detail.
• Develop ongoing service culture training focused on etiquette, communication, personalization, problem resolution, and brand storytelling.
• Facilitate leadership and supervisory training to reinforce accountability for service standards.
• Create engaging learning tools such as workshops, role-plays, service simulations, and e-learning modules.
• Maintain accurate training records and compliance documentation.
• Updates existing onboarding training programs and enhances the process to ensure new hires are equipped with the necessary knowledge and skills to succeed in their positions from day one.
• Develops and distributes training and development schedule each quarter and produces a monthly calendar.
• Creates and develops new training content and updates existing training materials including manuals, guides, presentations to support programs and initiatives. materials for training as needed.
• Facilitate training sessions using a variety of methods, including in-person workshops, online courses, and on the job training to ensure effectiveness and employee engagement.
• Selects appropriate instructional procedures for individual training, group instruction, self-study, demonstrations, simulation exercises, role play.
• Creates and maintains updated records of staff member participation in all training and development courses and creates and produces reports monthly.
• Established metrics and evaluation processes to measure the effectiveness of the training programs and identify areas for improvement.
• Coaches staff members on skills and career development.
• Conducts yearly property Training needs assessment and makes recommendations to Executive Committee with regards to programs needed.
• Delivery and ensure compliance with all training required by both state and federal laws (i.e. alcohol and food certifications, respectful workplace training, etc.).
• Maintains and manages learning & development library including internal and external training and career development opportunities.
• Works with Department heads, managers and departmental trainers to ensure On the Job Training, and new hire training programs are successful.
• Maintains positive working relationships with all staff members and any external customer that encounters the Human Resources Department.

Service Culture & Employee Engagement

• Act as a service culture champion, modeling Forbes-level behaviors and professionalism.
• Coach team members on guest interaction techniques, including anticipatory service and service recovery.
• Collaborate with department heads to embed service excellence into daily operations.
• Support recognition programs that reward exemplary Forbes-level service behaviors.

Qualifications

Quality Assurance & Continuous Improvement