Hospitality Operations & Training Director

CBRE; New York (NY); On-site; USD 150,000 - 180,000; Full time

Benefits offered by this job

401(k) match

Dental insurance

Health insurance

Life insurance

Vision insurance

Job summary

CBRE is seeking a seasoned hospitality operations and guest experience leader in New York City to design, adapt, and roll out a site-specific training and development program. You will localize centrally developed resources for the client and building, ensuring measurable behavior change and 100% staff participation.

You will coach managers, drive consistent standards across teams, and maintain a rigorous training calendar, balancing client needs with operations, all while reporting on NPS, QBR

Qualifications

• 5+ years of hospitality operations, guest experience marketing, or a mix of both with direct accountability for team performance metrics.
• Proven ability to design and implement training or standards programs with measurable results.
• Experience presenting to senior stakeholders and driving cross-functional alignment.

Responsibilities

• Design, adapt, and execute the training and development program for the site, localizing centrally designed resources.
• Coach managers with regular cadence and conduct performance conversations when standards slip.
• Manage a training calendar, track completion targets, and ensure 60+ day behavior-change milestones are met.
• Document coaching notes and translate conversations into actionable development plans for managers.

Skills

Hospitality operations

Guest experience marketing

Team leadership

Training design

Stakeholder management

Tools

Microsoft Office

Job description

CBRE is seeking a seasoned hospitality operations and guest experience leader in New York City to design, adapt, and roll out a site-specific training and development program. You will localize centrally developed resources for the client and building, ensuring measurable behavior change and 100% staff participation.

You will coach managers, drive consistent standards across teams, and maintain a rigorous training calendar, balancing client needs with operations, all while reporting on NPS, QBR