Luxury Hotel Training Mgr

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Profile Title:

Luxury Hotel Training Mgr

Job Code:

12875

Business_Title

Luxury Training Manager – Hotel

Profile Title:

12875 Luxury Hotel Training Mgr

Grade / Band:

IC3

FLSA Status:

Exempt

The Hotel Operations Luxury Training Manager is responsible for designing, implementing, and continuously refining learning strategies that elevate service excellence across hospitality functions including, but not limited to: front desk, VIP services, concierge and spa. This role translates brand standards and business priorities into structured learning solutions that support onboarding, culture, and sustained performance excellence, driving guest experience aligned with established luxury service standards.

Design. develop, and implement comprehensive training programs that align with brand standards, service excellence expectations, and operational priorities across all hotel departments.

Own end-to-end training lifecycle of hotel training initiatives, including needs assessment, curriculum design, facilitation, evaluation, and continuous improvement of learning initiatives.

Create and maintain training materials, including SOP guides, facilitator decks, job aids, and service playbooks.

Serve as a viable ambassador of hotel's service culture by overseeing compliance and safety training and ensuring timely completion of required certifications, brand-mandated programs, and regulatory learning standards

Evaluate established processes within the Hotel division to identify areas for improvement of implementation of established luxury standards in areas such as in person and phone connections with guests at the front desk, concierge desk, spa/salon, bell desk and valet services among others.

Coach and mentor front desk and concierge agents to ensure that all appropriate steps of service are followed during guest interactions.

Partner with operational leaders to embed anticipatory service, emotional intelligence, and moments of truth awareness into daily execution.

Support service spot check frameworks in partnership with Guest Experience and communicate themes to leadership.

Lead change management initiatives tied to systems, service models, and operational enhancements.

Develop and implement structured observation and secret shopping calibration processes.

Evaluate training effectiveness through structured feedback mechanisms and performance trend analysis, identifying patterns through engagement and turnover insights to proactively adjust curriculum.

Ensure training content reflects evolving service expectations and operational standards.

Performs other job-related duties as requested

Proof of eligibility to work in the United States

Bachelor's Degree

Business or related field

Preferred

1+ Years of Prior Relevant Experience

Hospitality training, operations leadership, or instructional design

Required

3+ Years of Prior Relevant Experience

Hospitality training, operations leadership, or instructional design

Preferred

Experience working in a hotel/casino or restaurant.

Preferred

Demonstrated expertise in adult learning principles and instructional design methodologies.

Strong facilitation presence with the ability to engage diverse audiences from frontline to management.

Advanced facilitation and public speaking capability.

Ability to debrief experiential learning and translate insight into operational action.

Skilled in blended learning development and curriculum architecture.

Strong analytical mindset with ability to evaluate learning effectiveness and adjust strategy accordingly.

Excellent written communication and content development skills.

Professional presence consistent with luxury hospitality standards.

Strong interpersonal effectiveness with ability to build trust at all organizational levels.

Working knowledge of hospitality systems and workflows with ability to translate into frontline training.

High level of organization, discretion, and independent project management capability.

Proficient computer skills in Microsoft Office Products, Word, Excel, PowerPoint, and the Internet

Balancing

X

Bending

X

Carrying 10 pounds

X

Clear speech - simple

X

Clear speech - complex

X

Climbing

X

Distant vision

X

Driving

X

Flexibility - upper body

X

Flexibility - lower body

X

Hearing/Listening

X

Kneeling

X

Lifting 10 pounds

X

Near vision

X

Normal vision

X

Pushing/Pulling

X

Reaching

X

Sitting

X

Standing

X

Typing

X

Walking

X

Communication - verbal

X

Communication - written

X

Confined area

X

Contacts - works alone

X

Contacts - works around others

X

Contacts - works with others

X

Exposure to dust / dirt

X

Exposure to fumes / odors

X

Extreme cold

X

Extreme heat

X

Fast pace

X

Hazardous conditions - chemicals

X

Hazardous conditions - high structures

X

Hazardous conditions - high voltage

X

Indoors

X

Noise levels - low to moderate

X

Noise levels - high

X

Office conditions

X

Outdoors

X

Restricted area

X

Shifts

X

Smoke

X

Travel

X

Wet/Humid

X

Analytical

X

Clerical

X

Comprehension

X

Crisis incidents

X

Customer service

X

Decision making

X

High pressure

X

Judgment

X

Long hours

X

Math skills - advance

X

Math skills - basic

X

Organization

X

Reading - simple

X

Reading - complex

X

Repetition

X

Tight deadlines

X

Writing - simple

X

Writing - complex

X