Here at Nemacolin, our associates know to “Expect the Unexpected” – You have come across the career opportunity where entertainment and excitement are the job description. This position must be committed to making every experience memorable all while having fun and relishing the incredible atmosphere of the resort.

The Lodging Training Manager is a key leadership role responsible for training, support, and development of all Lodging staff. This individual is responsible for assessing Lodging competencies, designing and facilitating training, developing job aids and reference materials, assessing learning transfer from all learning activities and providing on-going developmental feedback.

To achieve these goals, the Lodging Training Manager will work collaboratively with all Lodging leadership, IT, Finance, Marketing, and other departments as necessary to ensure all systems and processes within the division are aligned to meet operational goals to provide all associates with the best possible employment experience.

ESSENTIAL FUNCTIONS:

Works with Lodging leadership to develop and continually improve new associate on-boarding training plans, associated checklists, and learning assessments for every Lodging position. Continually identifies current gaps and future needs in SOP’s, job aids, training content and all other areas related to successful Lodging leadership while implementing resolutions. Works with Lodging leaders to ensure all compliance (RAMP, driver safety, etc.) and leadership training requirements are met. Conducts and maintains regular audits of all outlets to assess learning transfer from training programs and initiatives. Creates ad-hoc training such as topic-specific pre-shift meetings and job aids. Conducts engaging pre-shift meetings and facilitates live learning events for up to 25 people. Provides impartial coaching and constructive feedback to all Lodging associates during trainings, service periods, and pre-shift meetings. Actively engages existing Lodging leadership and other staff as necessary for successful implementation of learning programs. Facilitates leadership development of hourly associates as part of internal succession plan and provides insight into Lodging associate performance reviews. Evaluates Lodging training programs and processes and communicates results and recommendations to leadership. Delivers internal and external guest service the Nemacolin way. Goes above and beyond – whether for an associate or guest. Models and acts as a mentor to other associates and coworkers to provide superior guest service. Plans and coordinates meetings which include gathering, compiling, and organizing all required information and creating presentation material. Prioritizes conflicting needs; handles matters expeditiously, proactively, and follows-through on projects to successful completion – often with deadline pressures. Tracks training program completion, compliance, LMS programs and online learning.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

Bachelor’s degree in hospitality management or 4 years’ equivalent luxury lodging management work experience highly desired. Superior customer/guest service experience required. Strong understanding of adult learning theory and adult learning styles preferred. Expert presentation skills and ability to engage an audience. Instructional design experience preferred, but not required. Ability to coach and deliver feedback in an inspirational manner. Ability to use all required office equipment in an effective and efficient manner. Must have proven leadership and communication skills to easily establish rapport with Front of House and Heart of House peers and associates. Ability to complete skill testing with near perfect scores. Proven track record of staff development and retention. Ability to type 45 to 65 w.p.m. Advanced level in Microsoft Office (Outlook, Word, Excel, and PowerPoint) as well as Adobe Acrobat. Ability to perform basic mathematical functions. Independently initiates, follows-up on, and complete assignments as well as special projects. Knowledge of financial systems and proficiency with spreadsheet software. Ability to perform effectively in a fast-paced environment. Strong organizational skills. Ability to effectively perform multiple tasks. Ability to interface professionally with business contacts and customers. Expert ability to communicate effectively and professionally with external contacts and all levels of associates, in verbal and written form. Ability to work under high-pressure situations and handle confidential information with discretion and tact. Excellent attention to detail and ability to multi-task. Demonstrates independent and advanced decision-making for complex problems by utilizing critical thinking, analysis and problem-solving. Outstanding time management skills, with proven ability to accomplish numerous tasks and challenging priorities in an effective and timely manner; demonstrated ability to execute on short-term, deadline-driven tasks daily, as well as important long-term projects requiring collaboration from multiple parties. Demonstrates interpersonal sound judgment and decision-making skills in directing administrative tasks, using discretion when necessary, understanding the potential impact on the department.

These skills and abilities are typically acquired through the completion of a bachelor’s degree or equivalent, or through a minimum of 4 years’ experience in luxury hotel management level capacity. Forbes 4 or 5 star rated luxury hotel experience preferred.

This job description cannot possibly include a complete comprehensive listing of all the activities, duties or responsibilities that may be required by the organization and/or members of management. It reflects management’s assignment of essential functions, but it does not prescribe or restrict the additional tasks that may be required.