Sr Mgr Luxury Training & Service Excellence

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

Job Profile Title:

Sr Mgr Luxury Training & Service Excellence

Job Code:

12892

Business_Title

Sr Mgr Luxury Training & Service Excellence

Profile Title:

12892 Sr Mgr Luxury Training & Service Excellence

Grade / Band:

L2

FLSA Status:

Exempt

The Senior Manager, Luxury Training & Service Excellence is responsible for shaping and leading training strategies that define and elevate the guest experience across key business functions. This role oversees Luxury Training Managers and partners closely with operational leadership to ensure service delivery reflects a highly personalized, anticipatory, and consistently refined standard across established luxury service touchpoints.

This position establishes the philosophy and framework for luxury service training, translating brand expectations into observable behaviors that create memorable, differentiated guest moments. The role serves as the central point of accountability for ensuring learning experiences drive service precision, emotional connection, and operational excellence across supported divisions.

Establish and lead a comprehensive training strategy that reinforces a culture of anticipatory, personalized service and operational excellence.

Define and standardize the luxury service framework, translating brand expectations into clear, observable behaviors across all guest touchpoints.

Oversee curriculum design to ensure training programs reflect refined service delivery, attention to detail, and consistency in execution.

Lead, coach, and develop Luxury Training Managers, elevating their ability to train for emotional intelligence, service intuition, and behavioral consistency.

Partner with operational leaders to align training strategies with the full guest journey, ensuring critical moments of interaction are executed with precision and care.

Oversee onboarding and train-the-trainer programs to ensure leaders model and reinforce elevated service behaviors in daily operations.

Ensure training is embedded into the operation, enabling leaders to consistently deliver polished, seamless, and personalized guest experiences.

Guide implementation of new initiatives and service models with a focus on maintaining service elegance, consistency, and attention to detail.

Establish structured evaluation methods to assess how effectively service behaviors are demonstrated and sustained in the operation.

Oversee observation programs and feedback channels to identify opportunities to refine service delivery and enhance the guest experience.

Champion a culture of service excellence by reinforcing accountability, professionalism, and pride in delivering exceptional guest moments.

Foster inclusive learning environments that support diverse teams while maintaining high standards of presentation, communication, and service delivery.

Performs other job-related duties as requested

Proof of eligibility to work in the United States

Bachelor's Degree

Business or related field

Preferred

3+ Years of Prior Relevant Experience

Hospitality training, operations leadership, or learning strategy

Required

5+ Years of Prior Relevant Experience

Hospitality training, operations leadership, or learning strategy

Preferred

Experience working in a hotel/casino or restaurant.

Preferred

Prior experience leading training functions or developing training leaders.

Preferred

Advanced expertise in adult learning principles, instructional design, and curriculum development.

Strong leadership capability with experience coaching others to deliver refined, high-touch service experiences.

Ability to translate luxury service expectations into structured learning and observable behaviors.

Strong facilitation presence with the ability to engage and influence at all levels of the organization.

Skilled in evaluating behavioral performance and driving continuous improvement in service delivery.

Strong project management capability with ability to manage multiple priorities with precision.

Excellent communication and interpersonal skills.

Professional presence aligned with elevated hospitality standards.

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