Training Specialist

Job Title  

Training & Development Specialist  

Classification  

Exempt  

Reports to  

Director of Training & Development  

Job Description  

The Training & Development Specialist is responsible for supporting and enhancing internal training initiatives across all departments by developing, delivering, and managing comprehensive training programs. This role requires a background in hotel or hospitality operations, along with the ability to collaborate effectively with individuals across diverse teams and personalities.  

The ideal candidate will work closely with the Director of Training and Development to partner with department leaders in evaluating current processes, implement continuous improvement initiatives, and fostering a culture of excellence and exceptional service.  

Essential Functions  

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.   

1. Review and evaluate existing LMS courses, process documentation, and side-work/duty lists associated with all job descriptions; identify opportunities to standardize best practices across all properties.  

1. Conduct site visits to all ICONA / Mahalo properties and outlets; meet with leaders to assess culture and training needs.  

1. Design, develop, and deliver comprehensive training curricula, with emphasis on Food & Beverage front-of-house roles. Training will include role-play scenarios, on-the-job coaching, and group instruction, with a focus on fine dining service standards and advanced wine and food knowledge. Modules will include topics such as guest greeting, tableside service, wine pairing, and formal service techniques.  

1. Design, develop, and deliver comprehensive training curricula with implementation for the hotel side with emphasis with Front Desk and subsequently extending to additional departments across the hotel. 

1. Expand and facilitate the organization’s Aloha Culture training program. 

1. Analyze internal surveys, feedback, and online review trends to identify areas of opportunity and develop action plans with clear, measurable goals. 

1. Launch and support a training and Continuous Improvement (CI) program to drive operational consistency, service excellence, and ongoing team development. 

1. Partner with department leadership to establish a structured training schedule of newly and rehired team members for their coaching and certification programs. 

1. Lead group training, coaching and periodic recertification sessions and provide one-on-one coaching for performance gaps as necessary. 

1. Create and maintain an accessible training library with materials, checklists, tests, and digital resources. 

1. Track training metrics (attendance, completion, guest satisfaction impact, upsell performance) and report results to leadership. 

1. Perform other related duties as assigned. 

1. Attend mandatory weekly Aloha Culture Meetings. 

Competencies  

• Passion for educating others  

• Hospitality Operations Development  

• Training Program Development  

• Coaching & Mentorship  

• Effective Communication & Interpersonal Skills  

• Restaurant Operations Expertise (multiple front-of-house roles)  

• Adaptability & Humility  

• Analytical Skills  

• Time Management & Organization   

Supervisory Responsibility   

This position does not have any supervisory responsibility but will lead training initiatives and mentor various team members.   

Work Environment  

This role operates in both office and hotel settings across multiple outlets to include food & beverage indoor and outdoor environments. 

Physical Demands  

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job.   

While performing the duties of this job, the team member is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, and crouching. The position may require the lifting of products weighing up to 50 pounds.  

PHYSICAL ENVIRONMENTAL DEMANDS:  

• Stand – Over 75% of the time  

• Walk – Over 75% of the time  

• Sit – Under 50% of the time  

• Use hands to fingers, handle or feel – Over 50% of the time  

• Reach with arms and hands – Over 50% of the time  

• Climb or balance – Up to 30% of the time  

• Stoop, kneel, crouch or crawl – Up to 30% of the time  

• Talk or hear – Over 75% of the time  

• Lift minimum of 5 lbs. – 35 lbs – Up to 30% of the time  

Adherence to all policies and procedures delineated in the ICONA Handbook is required.  

Position Type/ Expected Hours of Work   

This is a full-time position. This role requires forty plus hours per week to include nights, weekends, and holidays. High season schedules may require additional hours as needed to support training and operations across multiple locations.  

Travel  

Frequent travel between properties is expected. 

Required Education and Experience  

• High School Diploma or equivalent required.   

• Hospitality experience  

• Demonstrated ability to train, coach, and develop team members.   

Preferred Education and Experience  

• Degree in Hospitality Management, Business Administration or related field.   

• Prior training & development experience or equivalent job title in food & beverage.  

• Hotel Operations  

• Working knowledge food & beverage  

• A background in either training or education will be an asset.  

Additional Eligibility Qualifications  

• Maintain confidentiality of all sensitive operational and personnel information.   

• Excellent guest service skills.   

• Demonstrate respect, humility, flexibility, and strong interpersonal skills to work with diverse personalities.