Position Summary:
The Learning & Development Manager at Balboa Bay Resort & Club will assess and address training needs across the organization, while maintaining luxury service standards and ensuring compliance. This role involves designing, planning, and implementing training programs, policies, and procedures to meet those needs. The manager will provide ongoing guidance and support to all departments, helping them achieve their guest service and business objectives.
Duties & Responsibilities
Primary Responsibilities/Essential Functions:
- Provides guidance and direction to subordinate staff to ensure overall departmental success. Responsible for the overall direction, coordination, and evaluation of the department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems. Responsible for planning department goals and directing team members to achieve results.
- Reviews existing training programs suggests enhancements and modifications to improve engagement, learning, and retention and/or to meet the changing needs of the campus.
- Ensures that training materials and programs are current, accurate, and effective. Be up to date on the latest Forbes Travel Guide standards, AAA service standards, and etc. Apply training that will bridge the service between members and resort operations.
- Ensure compliance with departmental certifications, including but not limited to: Sexual Harassment Certifications for Managers and Team Members, Food Handler certifications, RBS, GuardCard, Therapist Licenses, Cosmetology Licenses, CPR, PCI, and any other relevant state or federal requirements.
- Oversees the daily activities of training associates and consultants. Proactively conduct immediate coaching and reinforcement of service standards on a timely and constructive manner.
- Guides managers through progressive discipline and reviews documentation for accuracy and consistency and applicability of supportive documentation to eliminate potential liability and enhance processes. Determines appropriate action. Anticipates potential issues by monitoring complaints, business flow and team member performance. Refers team member issues to the Department Head for resolution and follows up/escalates as needed to resolve problems in a timely manner. Notifies Management and/or Security of all unusual events, circumstances, missing items, or alleged theft.
- Proactively identifies problems and opportunities and development action plans to further develop, train and elevate service offering.
- Conducts or facilitates required and recommended training sessions routinely. Conducts audits on a daily basis. Ensures that training milestones and goals are met while adhering to approved training budget.
- Collaborates with vendors and third-party training providers to further enhance training and development for our team members and managers.
- Ensures team members receive appropriate training to successfully perform their job. Develop new hire service standards and examination to qualify team members before they go “live”. Works with management team to ensure departmental orientation processes are in place. Sees new team members have current knowledge of Resort & Club policies and benefits. Facilitates and/or oversees training of Company programs and team member trainings.
- Maintains effective team member communication channels throughout the property (e.g., develops daily communications and assists with property-wide meetings).
- Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.
- Performs other related duties as assigned.
Other Responsibilities/Supportive Functions:
- Monitors and maintains the Team Member systems and equipment to ensure their optimum performance.
- Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents.
Qualifications
Qualifications (relevant experience, education and training):
- High school diploma or general education degree (GED), or equivalent combination of education and experience. Bachelor’s degree or certificate in Human Resources Management desired. PHR/SPHR certification preferred.
- Three or more years progressive hotel operations and/or training experience. Experience in similar setting desired.
- Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations.
- Must have excellent employee relations skills to work with team members and candidates of various social, cultural, economic and educational backgrounds for the purpose of resolving problems and providing a high level of team member satisfaction.
- Able to use mathematics to solve complex problems.
- Requires ability to use computers to record, store and analyze information. Requires computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word, PowerPoint and Outlook) and various HRIS applications. Paycom experience desired.
- Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Requires attention to detail. Must be able to solve problems and remain calm and alert if dealing with difficult team member challenges, during busy activity periods or in an emergency situation. Ability to focus and maintain attention to performance of tasks and to work and complete assignments on time despite frequent stressful, emergency, critical or unusual interruptions.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Must be able to speak, read, write and understand English to understand instructions, safety rules, and communicate with team members. Bilingual Spanish preferred.
- Able to work independently with minimal guidance and as part of a team.
- Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel.
- Must maintain a clean appearance and professional demeanor.