Training & Development Director

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WE PREPARE, INSPIRE, EMPOWER, ENTRUST IN YOU! JOIN OUR DREAM MAKER CULTURE

We are committed to invest in our people to develop a happy and prosperous future. We support you every step of the way in your career journey and offer benefits and unique learning and development opportunities that include :

Competitive Wages

• Medical, Dental, Vision Insurance
• Life Insurance
• 401K Program
• Paid Holidays and Vacation
• Outstanding Recognition and Awards Program
• Effective Training Programs
• Tuition Reimbursement
• Complimentary Parking and Meals in Dedicated Employee Restaurant
• Preferred Pricing on Food and Beverage, Spa Treatments and Retail Purchases
• Management Programs to Progress on Your Career Journey
• Health and Wellness Fairs

JOB OVERVIEW :

Responsible for the leadership and management of all training and development programs. Directs, implements and maintains a service and management philosophy which serves as a guide to respective staff.

Ensures all team members are aware of their job duties, standards and well trained to exceed customer satisfaction. Works closely with VP, People and Culture, Executive Committee and ADP on all employee training and development opportunities.

Maintains high visibility and leads by example.

REPORTS TO : VP, People and Culture

SUPERVISES : Will be actively involved in all departments and will assist in advising on standards and proper protocol throughout the resort.

WORK ENVIRONMENT : People and Culture Offices and all areas and departments of the resort.

• Perform job functions with attention to detail, speed and accuracy.
• Demonstrate leadership and management skills.
• Prioritize and organize.
• Be a clear thinker, remaining calm and resolving problems using good judgement.
• Follow directions thoroughly.
• Understand guest’s and residents service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest and resident information and pertinent resort data.

KEY RELATIONSHIPS :

Internal : Ownership, Executive Committee Members, All resort team members, Mansions team members, All resort guests and residents.

External : Resort guests / visitors, Resident guest / visitors, civic organizations, media, job applicants, trade associations, other hotels, vendors, partner groups.

QUALIFICATIONS : Essential :

Essential :

• College degree.
• 2-3 years training experience, preferably in the luxury hotel industry.
• Fluency in English. Strong verbal, written, and non-verbal communication.
• Proficiency in computer applications.
• Experience in managing a culturally diverse workforce.
• Ability to perform job functions with attention to detail, speed and accuracy.
• Demonstrate leadership and management skills.
• Prioritize and organize.
• Be a clear thinker, remaining calm and resolving problems using good judgement.
• Follow directions thoroughly.
• Understand guest’s and residents service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest and resident information and pertinent resort data.

Desirable :

• Fluency in a foreign language, preferably Spanish.
• Previous guest relations training.
• Previous experience in hospitality industry, preferably an ultra-luxury hotel.
• Familiarity with preparing statistical reports.
• Knowledge of Forbes 5 Star Standards.
• Knowledge of Leading Hotels of the World LQA Standards.
• Knowledge of AAA 5 Diamond Standards.

ESSENTIAL JOB FUNCTIONS :

Training Functions :

• Ensure Acqualina brand standards are adhered to by department managers and team members.
• Oversee all aspects of Forbes and other credible organization training programs as well as motivation sessions.
• Conduct day two of Forbes Standards training on a monthly basis.
• Review guest comment cards; coordinates recognition rewards for outstanding performance; identify areas of improvement, devise action plans and report results monthly.
• Participate in Department Pre-shift Meetings, All Department All Staff Meetings and other Committee Meetings as needed.
• Actively contribute to brand culture.
• Maintain complete knowledge of operational procedures and policies. Anticipate guests’ and staff’s needs, respond promptly and acknowledge all guests and staff, however busy and whatever time of day.
• Maintain positive guest and staff relations at all times.
• Inspect grooming and attire of all staff; rectify any deficiencies with employee on the spot and report to management.
• Monitor Department Head and Managers staff performance in all phases of service and job functions, rectify any deficiencies with respective personnel, report issues to Executive Committee.
• Tour each department daily; look for safety hazards and check staff adherence to hotel policies and procedures.
• Monitor the staffs' interaction with guests and employees; resolve discrepancies with respective personnel.
• Assist departmental staff with their job functions to ensure optimum service to guests / employees.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• Prepare Master Hotel training schedule and add value to Employee Recognition Programs.
• Ensure all department SOPs are reviewed annually and updated accordingly.
• Audit job descriptions to ensure each employee has signed off on their duties.
• Review Acqualina standards and pre-shift meeting schedules with department managers.
• Identify and coordinate outside training sources which address the hotel's training needs.
• Conduct, monitor and critique in-house training programs / sessions.
• Conduct Risk and Safety training on a monthly basis, with ADP representative assistance.
• Create a career development program.
• Maintain confidentiality and security of employee and hotel records as well as all business strategies and decisions made by executive committee.
• Attend designated meetings.
• Prepare and send all designated corporate reports.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.
• Follow up on assignments and special projects given by the Executive Committee.
• Ensure all training instructions are up to date and that all team members receive thorough training.
• Ensure all team members are well aware of their job duties and have been properly trained to perform their job tasks.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Arrange meeting room requirements when training a large group of individuals.
• Assess training needs in each department.
• Oversee and review quality of department Operational Skills Training.
• Conduct all manager core competency training.
• Conduct monthly training meetings with designated trainers from each department.
• Maintain employee cafeteria with updated reading and training material.
• Establish procedures for maintaining high levels of service quality, standards, and safety.
• Prepare and control training budget.
• Accept additional duties as needed and directed.
• Ensure all training instructions are up to date and that all team members receive thorough training.
• Ensure all team members are well aware of their job duties and have been properly trained to perform their job tasks.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Arrange meeting room requirements when training a large group of individuals.
• Assess training needs in each department.
• Oversee and review quality of department Operational Skills Training.
• Conduct all manager core competency training.
• Conduct monthly training meetings with designated trainers from each department.
• Maintain employee cafeteria with updated reading and training material.
• Establish procedures for maintaining high levels of service quality, standards, and safety.
• Prepare and control training budget.
• Accept additional duties as needed and directed.

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