Training Manager

About the role

The Training Manager drives the company’s values and ensures that all training and development activities are strategically linked to the organization’s mission and vision. Working closely with property leadership, the role identifies employee and organisational development needs and delivers effective training to support desired business results.

Key responsibilities

• Administer and promote employee training programs across the property.
• Demonstrate leadership in guest hospitality and model excellent customer service.
• Help employees identify behaviours that contribute to service excellence and provide ongoing training to meet guest expectations.
• Use effective training methods and regularly meet with the training cadre to support training initiatives.
• Observe service behaviours, give feedback to individuals or managers, and ensure continuous improvement.
• Monitor enrollment and attendance, assess participant progress, and address concerns.
• Partner with operational leaders to verify that employees demonstrate technical and leadership skills.
• Review comment cards, guest satisfaction data, and other metrics to identify improvement areas.
• Measure transfer of learning from courses to operations and incorporate adult‑learning principles.
• Develop training program plans and budgets, aligning all activities with the organization’s mission and vision.
• Identify performance gaps and collaborate with managers to close them.

Required profile

• Either a 2‑year degree in Human Resources, Hotel & Restaurant Management, Hospitality, Business Administration or a related field, plus at least 2 years of relevant experience and a certified trainer qualification.
• Or a 4‑year bachelor’s degree in the same fields, a certified trainer qualification, with no prior work experience required.

Required skills