Training Manager

Position Summary

The Training Manager is the architect of the luxury learning culture at Horseshoe Bay Resort. This role is responsible for designing, delivering, and sustaining a service-driven environment where associates and leaders consistently execute at the highest level. By aligning behaviors with Forbes Travel Guide and Preferred Hotels & Resorts standards, the Training Manager ensures operational excellence across all departments. This is a strategic partner role that drives associate performance, guest satisfaction, and long-term retention through structured onboarding, skill-based certifications, and leadership development.

Key Responsibilities

Luxury Service Culture & Standards

• Standard Bearer: Translate high-level service philosophies into actionable daily behaviors, checklists, and coaching habits.
• Audit Readiness: Build and maintain training materials that support luxury positioning; provide reinforcement tools and coaching to ensure departments are consistently audit-ready.
• Practical Implementation: Develop "on-the-floor" tools that make luxury service standards achievable and measurable for every department.

Onboarding & New Hire Excellence

• The New Hire Journey: Own the end-to-end training experience for new associates, ensuring a world-class introduction to the resort.
• Retention Strategy: Partner with department heads to implement 30/60/90-day onboarding check-ins and coaching expectations.
• Competency Validation: Ensure all job-specific training is documented and measurable through skill checks, shadowing plans, and formal certifications.

Leadership Development & Coaching

• Growth Programs: Support the facilitation and material design for the Manager-in-Training (MIT) program and New Leader Orientation.
• Manager Toolkit: Create and implement operational tools, including meeting rhythm templates, recognition practices, and professional communication standards.

Departmental Training Network

• Train-the-Trainer: Recruit and mentor a network of Department Trainers and On-the-Job (OJT) Trainers to ensure consistent delivery across all shifts.
• Collaboration: Facilitate cross-training initiatives to strengthen inter-departmental synergy and guest experience continuity.

Content Design & Learning Delivery

• Modern Learning: Create engaging, mobile-friendly content, including workbooks, micro-learning modules, video support, and quick-reference guides.
• Digital Management: Maintain training assets within SharePoint/Teams; track participation and produce actionable compliance reports for HR and Operations.
• Inclusivity: Coordinate translations and ensure learning materials are accessible to all associates.

Performance Support & Continuous Improvement

• Needs Assessment: Analyze guest feedback, QA observations, and internal audits to identify and bridge training gaps.
• Field Observation: Conduct regular training reinforcement rounds; provide real-time coaching to leaders and refine materials based on operational results.

Qualifications

Required:

• Experience: 1-3+ years in hospitality training, operations leadership, or L&D (Resort experience strongly preferred).
• Behavioral Focus: Proven ability to build training that drives actual behavior change, moving beyond simple classroom facilitation.
• Communication: Exceptional writing skills and the ability to present confidently to both frontline associates and executive leaders.
• Technical Savvy: Proficiency in tracking completion metrics and managing digital training assets.

Preferred:

• Familiarity with Forbes Travel Guide or Preferred Hotels & Resorts luxury frameworks.
• Advanced experience with Microsoft 365 (Teams/SharePoint) or a Learning Management System (LMS).
• Bilingual (English/Spanish) is a significant asset.

Success Measures

• Speed to Competency: Reducing the time it takes for new hires to become fully operational.
• Retention: Improving 90-day associate retention and engagement trends.
• Service Consistency: Measurable improvement in guest satisfaction scores and internal QA audits.
• Compliance: 100% completion rate for mandatory safety and brand certifications.

Physical Requirements & Work Environment

• Must be comfortable in a resort environment, spending time in training rooms, offices, and both indoor/outdoor operational outlets.
• Ability to stand or walk for extended periods and transport training materials as needed.
• Flexibility to support all shifts, including occasional evenings or weekends, to ensure 24/7 training coverage.