Training & Development Director - Acqualina Management, LLC

WE PREPARE, INSPIRE, EMPOWER, ENTRUST IN YOU! JOIN OUR DREAM MAKER CULTURE ©

We are committed to invest in our people to develop a happy and prosperous future. We support you every step of the way in your career journey and offer benefits and unique learning and development opportunities that include:

Competitive Wages • Medical, Dental, Vision Insurance • Life Insurance • 401K Program • Paid Holidays and Vacation • Outstanding Recognition and Awards Program • Effective Training Programs • Tuition Reimbursement • Complimentary Parking and Meals in Dedicated Employee Restaurant • Preferred Pricing on Food and Beverage, Spa Treatments and Retail Purchases • Management Programs to Progress on Your Career Journey • Health and Wellness Fairs

JOB OVERVIEW:

Responsible for the leadership and management of all training and development programs. Directs, implements and maintains a service and management philosophy which serves as a guide to respective staff. Ensures all team members are aware of their job duties, standards and well trained to exceed customer satisfaction. Works closely with VP, People and Culture, Executive Committee and ADP on all employee training and development opportunities. Maintains high visibility and leads by example.

REPORTS TO:      VP, People and Culture

SUPERVISES:        Will be actively involved in all departments and will assist in advising on standards and proper protocol throughout the resort

WORK ENVIRONMENT:  People and Culture Offices and all areas and departments of the resort.

• perform job functions with attention to detail, speed and accuracy
• demonstrate leadership and management skills
• prioritize and organize
• be a clear thinker, remaining calm and resolving problems using good judgement
• follow directions thoroughly
• understand guest’s and residents service needs
• work cohesively with co-workers as part of a team
• work with minimal supervision
• maintain confidentiality of guest and resident information and pertinent resort data

KEY RELATIONSHIPS:

Internal:                    Ownership, Executive Committee Members, All resort team members, Mansions team members, All resort guests and residents.

External:                   Resort guests/visitors, Resident guest/visitors, civic organizations, media, job applicants, trade associations, other hotels, vendors, partner groups.

QUALIFICATIONS

Essential:

• College degree.
• 2-3 years training experience, preferably in the luxury hotel industry.
• Fluency in English. Strong verbal, written, and non-verbal communication.
• Proficiency in computer applications.
• Experience in managing a culturally diverse workforce.
• Ability to:
• perform job functions with attention to detail, speed and accuracy
• demonstrate leadership and management skills
• prioritize and organize
• be a clear thinker, remaining calm and resolving problems using good judgement
• follow directions thoroughly
• understand guest’s and residents service needs
• work cohesively with co-workers as part of a team
• work with minimal supervision
• maintain confidentiality of guest and resident information and pertinent resort data

Desirable:

• Fluency in a foreign language, preferably Spanish.
• Previous guest relations training.
• Previous experience in hospitality industry, preferably an ultra-luxury hotel.
• Familiarity with preparing statistical reports.
• Knowledge of Forbes 5 Star Standards.
• Knowledge of Leading Hotels of the World LQA Standards.
• Knowledge of AAA 5 Diamond Standards.

ESSENTIAL JOB FUNCTIONS

Training Functions

• Ensure Acqualina brand standards are adhered to by department managers and team members.
• Oversee all aspects of Forbes and other credible organization training programs as well as motivation sessions.
• Conduct day two of Forbes Standards training on a monthly basis.
• Review guest comment cards; coordinates recognition rewards for outstanding performance; identify areas of improvement, devise action plans and report results monthly.
• Participate in Department Pre-shift Meetings, All Department All Staff Meetings and other Committee Meetings as needed.
• Actively contribute to brand culture.
• Maintain complete knowledge of operational procedures and policies. Anticipate guests’ and staff’s needs, respond promptly and acknowledge all guests and staff, however busy and whatever time of day.
• Maintain positive guest and staff relations at all times.
• Inspect grooming and attire of all staff; rectify any deficiencies with employee on the spot and report to management. When necessary have employee removed from floor until standards are adhered to.
• Monitor Department Head and Managers staff performance in all phases of service and job functions, rectify any deficiencies with respective personnel, report issues to Executive Committee. Ensure all 90 day and annual reviews are completed timely – no more than a 30 day grace period.
• Tour each department daily; look for safety hazards and check staff adherence to hotel policies and procedures.
• Monitor the staffs' interaction with guests and employees; resolve discrepancies with respective personnel.
• Assist departmental staff with their job functions to ensure optimum service to guests/ employees (and as directed by CEO and General Manager
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• Prepare Master Hotel training schedule and add value to Employee Recognition Programs. Develop and coordinate employee incentive and recognition programs.
• Ensures all department SOPs are reviewed annually and updated accordingly. Audits SOPs with department managers to ensure Forbes and Leading standards are incorporated into procedures.
• Audit job descriptions to ensure each employee has signed off on their duties. Management hires require a 30, 60, and 90 goal outline as well as an on boarding training schedule. Ensure that all line staff employees have training manual for position and have signed off on their respective training before having to perform duty on own. In addition all employees must sign a 90 day probation period form.
• Review Acqualina standards and pre-shift meeting schedules with department managers. Also review status of role play.
• Identify and coordinate outside training sources which address the hotel's training needs.
• Conduct, monitor and critique in-house training programs/sessions.
• Conduct Risk and Safety training on a monthly basis, with ADP representative assistance.
• Create a career development program.
• Maintain confidentiality and security of employee and hotel records as well as all business strategies and decisions made by executive committee.
• Attend designated meetings.
• Prepare and send all designated corporate reports.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.
• Follow up on assignments and special projects given by the Executive Committee. Accept additional responsibilities as needed.
• Ensure all training instructions are up to date and that all team members receive through training.
• Ensure all team members are well aware of their job duties and have been properly trained to perform their job tasks. (meet with department manager as well as team member to obtain written acknowledgement)
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.    
• Arrange meeting room requirements when training a large group of individuals.
• Assess training needs in each department.
• Oversee and review quality of department Operational Skills Training.
• Conduct all manager core competency training.
• Conduct monthly training meetings with designated trainers from each department.
• Maintain employee cafeteria with updated reading and training material. 
• Establish procedures for maintaining high levels of service quality, standards, and safety.
• Prepare and control training budget.
• Accept additional duties as needed and directed.
• Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication--Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Visionary Leadership--Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.
• Leadership--Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Diversity--Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics--Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support--Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Strategic Thinking--Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
• Judgment--Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation--Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Planning/Organizing--Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality--Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity--Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Safety and Security--Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability--Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality--Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability--Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative--Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation--Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Competencies

• Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication--Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. 

• Visionary Leadership--Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.
• Leadership--Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Diversity--Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics--Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support--Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Strategic Thinking--Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
• Judgment--Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation--Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Planning/Organizing--Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality--Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity--Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Safety and Security--Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability--Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality--Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability--Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative--Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation--Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.