Training & Development Manager
Luxury Hospitality Property
Overview
A highly regarded luxury hospitality property located in a historic small town within driving distance of Washington, D.C. is seeking a Training & Development Manager to lead property-wide learning initiatives and service culture development.
This role is responsible for designing, implementing, and overseeing training programs across all departments, ensuring service delivery consistently aligns with Forbes Five-Star and Michelin-level standards. The Training & Development Manager will partner closely with Human Resources and operational leadership to strengthen employee engagement, elevate service performance, and support long-term career development for team members.
The ideal candidate brings a strong background in luxury hospitality training environments where Forbes Five-Star and/or Michelin Key standards are required and actively practiced.
Position Summary
The Training & Development Manager is responsible for creating, monitoring, and supporting comprehensive training programs for all departments across the property’s hospitality and culinary operations.
In partnership with Human Resources and departmental leaders, the role establishes performance metrics, evaluates productivity, and supports employees in building long-term careers within the organization.
This leader provides coaching, guidance, and service culture reinforcement across all levels of the organization, ensuring training initiatives support the property’s commitment to Forbes Five-Star service standards and Michelin-level hospitality execution.
Key Responsibilities
Onboarding & Service Culture Training
- Manage and facilitate New Hire Orientation for all incoming employees.
- Lead training programs focused on Forbes Five-Star service standards, Michelin-level hospitality principles, and internationally recognized luxury service expectations.
- Serve as the property champion for service excellence, ensuring employees consistently understand and execute luxury hospitality standards.
- Partner with operational leaders to support audit readiness and maintain Forbes Travel Guide performance scores above 95%.
- Develop and oversee 30-, 60-, and 90-day employee check-in programs to support retention, engagement, and professional growth.
- Train department trainers and facilitators while providing ongoing coaching and support.
- Maintain and update standards training manuals, onboarding materials, and departmental training checklists.
- Support operational launches, including restaurant openings, spa programming, and other major property initiatives.
Operational Learning & Performance Development
- Partner with department leaders to identify performance gaps and operational training needs.
- Design and implement training programs that address service, operational, and leadership development opportunities.
- Coach managers to ensure training initiatives are consistently delivered across departments.
- Facilitate workshops, classroom sessions, and experiential training programs that reinforce luxury hospitality standards.
Leadership & Management Development
- Partner with Human Resources leadership to design leadership onboarding programs for newly hired managers.
- Facilitate management and compliance training programs.
- Support managers in developing individual leadership development plans focused on experiential learning.
- Assist managers in establishing annual departmental goals and leadership objectives.
Compliance & Organizational Support
- In collaboration with Human Resources leadership, oversee all compliance and safety training programs.
- Assist with job fairs, recruitment initiatives, and community outreach programs.
- Assign and track required online training modules and certifications through the HRIS system.
- Monitor completion and compliance with annual training plans for all employees.
Learning Strategy & Program Development
- Conduct an annual learning needs assessment to establish property-wide training priorities.
- Develop and execute a strategic annual training plan aligned with organizational goals.
- Create blended learning programs that address service performance, leadership development, and operational excellence.
- Maintain and publish a monthly training calendar for all departments.
- Evaluate training effectiveness through performance metrics, employee feedback, and operational results.
- Partner with Human Resources and Finance leadership to establish and manage the annual training budget.
- Stay current with emerging trends in hospitality training, service culture development, and leadership education.
Property Culture & Organizational Initiatives
- Serve as the property champion for service excellence initiatives and major operational change programs.
- Support strategic planning initiatives that strengthen employee engagement and service culture.
- Participate in departmental meetings and pre-shift briefings to deliver training updates and service guidance.
- Develop multimedia training tools, presentations, testing processes, and evaluation metrics to measure program effectiveness.
Qualifications
Required
- University degree or equivalent professional experience.
- Minimum 3 years of management experience in hospitality or a related field.
- Experience in luxury hospitality environments where Forbes Five-Star and/or Michelin Key standards are actively implemented.
- Strong verbal and written communication skills.
- Experience using Microsoft Office Suite and general business technology platforms.
- Excellent organizational and time management skills.
- Demonstrated ability to manage multiple priorities and meet deadlines.
Preferred
- Direct experience supporting Forbes Travel Guide audits or Michelin-level hospitality operations strongly preferred.
- Previous experience in luxury hotels, fine dining restaurants, or internationally recognized hospitality brands.
- Experience in training, education, or professional development environments.
- Multilingual communication skills, with Spanish preferred.
Skills
- Ability to analyze performance gaps and design training solutions.
- Strong collaboration skills across operational departments.
- Ability to learn new technology platforms and troubleshoot system challenges.
- Strong organizational and multi-tasking capabilities.
- Excellent judgment, professionalism, and discretion.
- Ability to foster a positive, supportive, and service-focused workplace culture.
- High energy with a polished, professional presence aligned with luxury hospitality environments.
Physical Requirements
- Prolonged periods of sitting at a desk and working on a computer.
- Ability to stand for extended periods when conducting training sessions.
- Ability to lift up to 15 pounds when necessary.
Benefits
- Health, vision, and dental insurance (full-time employees)
- Paid time off (full-time employees)
- 401(k) retirement plan with employer match
- On-the-job training and professional development
- Employee education allowance
- Career advancement opportunities
- Flexible scheduling
- Employee appreciation events
- Complimentary uniforms
- Daily staff meals prepared by our culinary team
- Referral bonuses
- Competitive compensation
Equal Opportunity Employer
Our client's organization is committed to fostering a diverse and inclusive workplace. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected status under applicable law.
