Manager, Training- Hospitality

Under the guidance of the Senior Vice President of Hospitality and the direction of the Vice President of Hotel Operations, the Manager Training – Hospitality provides enterprise-wide leadership in hospitality training and development. Responsible for elevating service standards across all hospitality operational areas. Executing the Yaamava Brand Standards and collaborating closely with department leaders and Vice Presidents to deliver a best‑class guest experience.

• Assesses training needs and creates comprehensive plans that align with enterprise guest experience goals. Designs and delivers programs that reinforce Yaamava Brand Standards, Brand Champion Tasks, Forbes Travel Guide, Michelin, AAA standards and any other industry awards key to the operation’s success and brand positioning
• Performs continual observations and inspections, formally reports findings, and makes recommendations for leadership assessments and continued training on:
  • Compliance with policies, procedures, and controls
  • Improvements to operational effectiveness
  • Health and safety protocols and standards
  • Employee effectiveness and performance
  • Standard operating procedures
  • Mystery Shop Program
• Develops methods for evaluation of program effectiveness. Monitors and records training activities. Maintains an accurate understanding of Service Standards and guest service expectations, objectives, strategies, and operational plans regarding service excellence. Maintains an accurate understanding of policies and procedures for ensuring and coordinating the proper execution of managing service performance systems, reporting, vendor communication, and action planning.
• Collaborates with Hospitality leadership to implement processes and service programs that exceed guest expectations. Promotes a positive, collaborative environment that encourages feedback, recognition, and continuous improvement.
• Conducts observations and inspections, reports findings, and recommends improvements in compliance, operational effectiveness, and team member performance. Evaluates training effectiveness and maintains accurate records of activities.
• Analyzes customer service surveys, responds to guest comments, and provides actionable feedback to department leaders. Stays current on industry trends and service standards through seminars and training sessions. Prepares and processes training schedules, reports, and related documentation.
• Maintains innovative skills by attending seminars and training sessions about new training ideas or philosophies, changes in service standards, policies, and procedures, and/or changes in the casino/hospitality industry.
• Prepares and processes forms and documents such as training schedules, service performance reports, action plans, travel requests, expense reports, purchase orders, work orders, and contracts, and follows up with management on training and pending information or requests.
• Performs other duties as assigned to support the efficient operation of the department.

• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning, reviewing and directing work; evaluating and appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Makes hiring decisions and designs individual development plans with succession planning in mind for all key roles.

• Bachelor’s degree from an accredited college or university is required.
• Minimum three (3) years of career experience in training and development required.
• Minimum three (3) years of supervisory experience required.
• Minimum three (3) years of relevant experience, luxury hotel, spa preferred.
• Forbes Travel Guide and AAA Diamond knowledge preferred.
• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

• Proficiency in Microsoft suite of products and/or Office 365
• Experience in instructional design, assessing needs,…