Operations Training Manager

Full-Time

Overview:

The Training Manager is responsible for designing, implementing, and continuously elevating learning and development programs that reflect the standards of a world-class luxury hospitality experience. This role ensures that all colleagues from frontline service teams to leadership are equipped with the skills, behaviors, and mindset needed to deliver exceptional, personalized guest experiences aligned with the resort’s brand promise.

Responsibilities:

Training Strategy & Program Development

• Develop and execute a comprehensive training strategy aligned with brand standards, service philosophy, and business objectives
• Design onboarding, service excellence, leadership development, compliance, and technical training programs
• Customize training content to reflect luxury service expectations and local cultural nuances

Service Excellence & Brand Standards

• Embed luxury service culture, guest experience standards, and emotional intelligence into all training initiatives
• Partner with operations leaders to ensure consistency in service delivery across departments
• Conduct regular service audits, training needs analyses, and skills gap assessments

Facilitation & Delivery

• Facilitate engaging, interactive training sessions for all levels of colleagues
• Coach department heads and supervisors on effective on-the-job training techniques
• Lead train-the-trainer programs to build internal training capability

Performance Measurement & Continuous Improvement

• Establish KPIs to measure training effectiveness, guest satisfaction impact, and ROI
• Track training completion, certification, and compliance requirements
• Continuously refine programs based on feedback, performance data, and evolving luxury trends

Collaboration & Leadership

• Work closely with HR, Operations, and Executive Leadership to align training with talent and succession strategies
• Support leadership development and high-potential programs
• Act as a culture ambassador, reinforcing values, professionalism, and service mindset

Qualifications & Experience

• Bachelor’s degree in Hospitality Management, Human Resources, Education, or related field (preferred)
• Minimum 5–7 years of training or learning & development experience, preferably in luxury hospitality or service-driven environments
• Proven experience facilitating training for diverse, multicultural teams
• Strong understanding of luxury service standards, guest experience design, and adult learning principles

Skills & Competencies

• Exceptional presentation, facilitation, and storytelling skills
• Strong interpersonal and coaching abilities
• Strategic thinker with hands-on execution capability
• Highly organized, detail-oriented, and results-driven
• Proficient in learning management systems (LMS) and training analytics
• Ability to inspire, influence, and engage at all organizational levels

What We Offer

• Opportunity to shape and elevate the service culture of a luxury resort/hotel
• Competitive compensation and benefits package
• Career growth within a premium hospitality environment
• A collaborative, values-driven workplace focused on excellence

Qualifications:

• Associate’s degree or higher in Hospitality, Education, or a related field (or equivalent operational experience).
• Minimum 1 year of experience in training, development, or supervisory roles within Rooms and/or Food & Beverage.
• Operational background in hospitality is required.
• Strong facilitation, coaching, and presentation skills.
• Excellent written and verbal communication skills; bilingual in English and Spanish is a plus.
• Proficiency in Microsoft Office; experience with Learning Management Systems (LMS) and digital learning tools is a plus.
• Must be able to stand and walk for extended periods and lift/push/pull up to 25 pounds.
• Flexible schedule required: ability to work at least 60% evening, weekend, and holiday shifts, based on operational needs.
• Ability to manage multiple training programs simultaneously in a fast-paced environment.
• Preferred: Hospitality-focused credentials such as ServSafe, TIPS, AHLEI certifications, or CPTD (Certified Professional in Talent Development).

Omni Hotels & Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster is available using the following link:

EEOC is the Law Poster.

Omni Hotels & Resorts does not discriminate on the basis ofany protected category with respect to the payment of wages.

If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to: applicationassistance@omnihotels.com.