Senior Luxury Training & Development Manager

Atlantis Bahamas; Plantation (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

Atlantis Bahamas in Plantation, Florida seeks a Training & Development Manager to own the learning lifecycle across contact center channels and align coaching with training initiatives. You will lead a QA team, design onboarding, and develop modules covering product knowledge, CRM, and internal processes.

The role requires 5+ years in training/ L&D with leadership experience, plus facility with LMS and CRM systems, in a hospitality or luxury brand context.

Qualifications

• 5+ years of professional training/L&D experience, with at least 2 years in a management or lead role within a contact center.
• Industry knowledge in Hospitality, Travel, or Luxury brands is highly preferred.
• System fluency with CRM platforms, telephony systems, and LMS.
• Proven ability to lead a QA or performance-monitoring team.
• Master-level facilitation skills translating complex processes into executable training.
• Bachelor’s degree in Business, HR, Communications, or equivalent professional experience.

Responsibilities

• Design and deliver onboarding and sustainment programs for Inbound/Outbound Sales, Travel Agent/Consortia, and Customer Care.
• Develop training modules focused on product knowledge, booking systems (GDS/CRM), and internal processes.
• Create curricula for advanced sales tactics and luxury-tier customer care.
• Lead nesting phase for new hires with measurable performance milestones.
• Direct QA oversight to ensure call monitoring aligns with training standards.
• Analyze QA data and sales reports to identify trends and implement re-skilling sessions.
• Lead calibration sessions to define Luxury Service and Sales Success.
• Document and train on new system rollouts, marketing campaigns, and product changes.
• Coach Supervisors on effective coaching to improve agent satisfaction and reduce turnover.
• Track ROI of training programs via KPIs like Conversion Rate, AHT, and FCR.

Skills

Leadership

Coaching

Facilitation

Analytical

Training design

Communication

Education

Bachelor’s degree in Business/HR/Communications

Tools

CRM platforms

Call center telephony systems

Learning Management Systems (LMS)

Job description

Atlantis Bahamas in Plantation, Florida seeks a Training & Development Manager to own the learning lifecycle across contact center channels and align coaching with training initiatives. You will lead a QA team, design onboarding, and develop modules covering product knowledge, CRM, and internal processes.

The role requires 5+ years in training/ L&D with leadership experience, plus facility with LMS and CRM systems, in a hospitality or luxury brand context.