Hotel Operations Learning & Development Manager

Summary

The Boca Raton is celebrating a century of being iconic - and we are shaping an extraordinary new chapter. The Rooms Learning & Development Manager plays a key role in that future, helping build the next generation of service excellence across our resort.

This is a hands-on, operations-focused, results-driven role for someone who thrives in a dynamic, fast-paced environment and knows Rooms Operations well. You bring deep experience in areas such as Front Desk, Housekeeping, Concierge, Guest Services, or Reservations, and you use that knowledge to train, coach, and elevate our teams.

Working side-by-side with operational leaders, you will design and deliver training that strengthens daily performance, accelerates onboarding, and supports our journey toward Forbes excellence. You are part coach, part culture-carrier, part on-the-floor partner - ensuring our associates have the confidence and capability to deliver extraordinary experiences every day.

Essential Functions

Develop and Deliver Operational Training Programs

• Design and deliver engaging learning experiences, including in-person coaching, live demonstrations, and digital learning that reflect luxury service standards and the resort’s long-term goals.
• Create job skills checklists, onboarding roadmaps, and departmental training plans.
• Continuously refine training materials based on evolving procedures, member and guest feedback, and service trends.
• Collaborate with Rooms Leadership (including Housekeeping, Front Office, Concierge, Guest Services, Reservations, and Hotel Management) to ensure all training directly supports operational goals, departmental KPIs, and continuous improvement.

Support Daily Training Operations and Onboarding

• Oversee the Rooms onboarding process, ensuring new hires are provided with a structured and consistent introduction to the company, culture, and their role.
• Conduct hands-on, in-department training in areas such as Front Desk, Housekeeping, Concierge, Door/Bell, PBX, etc. to address skill gaps and enhance associate performance.
• Shadow daily operations to identify opportunities, coach associates in real time, and model luxury service behaviors.
• Partner with operational leaders to deliver tailored, department-specific training aligned with performance objectives and departmental needs.

Evaluate and Improve Training Effectiveness

• Conduct internal quality checks and internal audits to ensure adherence to service standards, grooming policies, and operational procedures.
• Gather and analyze feedback and performance data to assess training effectiveness and implement refinements where needed.
• Track training completion, certification status, and ongoing development using tools such as ADP LMS and Teams.

Foster a Culture of Excellence

• Certify and coach departmental trainers to deliver impactful training, fostering a collaborative and empowered training community.
• Champion the company’s vision, mission, and values through all training initiatives, reinforcing the culture of luxury and service excellence.
• Inspire enthusiasm and commitment to extraordinary service among associates at every level.
• Leverage tools such as ADP, Microsoft Teams, and Beekeeper to improve communication, streamline processes, and build systems that empower associates to succeed.

Internal Relationships

Reports directly to Director of Learning and Development.

External Relationships

Works daily with associates, supervisors, and leaders across Rooms operations.

Qualifications

• Minimum of 3 years of Rooms operations experience in a luxury hotel or resort environment.
• Proven ability to identify operational needs and translate them into practical, effective training.
• Strong facilitation, coaching, and interpersonal skills; able to motivate and influence diverse teams.
• Highly organized, proactive, and comfortable managing multiple priorities in a fast-paced, evolving environment.
• Familiarity with luxury service standards, including Forbes Travel Guide criteria.
• Experience training or coaching others within an operational role is strongly valued; formal Learning and Development, Human Resources, or Quality Assurance experience is helpful but not required.

Education/Experience Requirements

• Bachelor’s degree in Hospitality or related field preferred.
• Training certifications and experience with Learning and Development or Learning Management Systems are an advantage.

In the United States we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.