Operations And Training Manager

OPERATIONS AND TRAINING MANAGER

Location:

Miami, FL, US

Salary Range: $65,000.00 To $75,000.00 Annually

Position Title: Operations & Training Manager

Department: Director of People & Culture

Report to: Director of People & Culture

Nature of the Job

Basic Purpose & Objective of the Position

Supports the Director of People Development by coordinating and leading the efforts of the People Development team in day‑to‑day operations. Aligns the People Development resources function with the overall strategy of the hotel operation. Reports to the General Manager in the absence of the Director of People Development and the Assistant Director of People Development.

Main Duties

Customer Services

• Delivers the brand promise and provides exceptional guest service at all times.
• Provides excellent service to internal customers.
• Handles all guest and employee complaints and inquiries in a courteous and efficient manner, communicating immediately all guest complaints to the Director of People Development.
• Maintains positive guest and colleague interactions with good working relationships.
• Empowers employees to provide excellent customer service. Establishes guidelines so employees understand expectations and parameters. Ensures employees receive ongoing training to meet guest expectations.
• Reviews comment cards, guest satisfaction results and other data to identify areas for improvement.
• Ensures that all hotel, company and local rules, policies and regulations related to money handling and licensing are adhered to.

Operational

• Supports day‑to‑day processes in People Development and assists the Director and Assistant Director in implementing hotel strategy, including coaching and counseling recruits, hiring and retaining employees. Assists in reward and recognition programs and training strategies.
• Acts as liaison between team members and the Director of People Development as needed. Where there is no Director or Assistant Director, directly facilitates, in conjunction with hotel managers, open employee communications to discern grievances and respond appropriately.
• Oversees all employee relations and labor‑related matters as they relate to federal, state and local employment and civil rights laws, including Title VII, ADA, ADEA, FMLA, FLSA, Equal Pay Act, Pregnancy Discrimination Act, workers’ compensation, and comparable state and local laws.
• Must be familiar with applicable collective bargaining agreements and relevant local labor union(s). Maintains and administers employment, wage and salary, benefit, OSHA, ERISA, ADA and incentive programs where applicable.
• Manages the termination process and unemployment compensation.
• Orders and maintains office supplies.
• Additional duties as necessary and assigned.

People Development

• Supports Swire Hotels’ cultural and people development implementations and characteristics.
• Supervises ongoing training initiatives.
• Uses all available on‑the‑job training tools for employees.
• Communicates performance expectations in accordance with job descriptions for each position.
• Coaches and counsels employees regarding performance on an ongoing basis.

Skills, Qualifications and Experience Requirements

• Must be able to speak, read, write and understand English and Spanish.
• Must have strong communication skills, both verbal and written.
• Thorough knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, workers’ compensation, wage and hour issues, and labor relations.
• Working knowledge of wage and salary, employment and benefits administration and payroll.
• Ability to prepare and analyze data, figures and transcripts prepared on and generated by computer.
• Basic computational and computer skills.
• Ability to adapt to changing tasks without loss of efficiency or composure.
• Proactive and reactive to anticipated and sudden changes, especially related to labor situations.
• Ability to maintain focus and performance of tasks, completing assignments on time despite frequent stressful or emergency interruptions.
• Ability to convey detailed instructions verbally to employees or guests.
• Ability to create, implement and monitor hotel and staff goals,…