Service Training Manager

St. Joe Careers; Panama City Beach (FL); On-site; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic Service Training Manager to lead hospitality training initiatives that promote service excellence. This role involves designing and delivering training programs based on Forbes Standards, ensuring compliance with various training requirements, and enhancing employee skills across departments. The ideal candidate will possess strong public speaking and analytical skills, along with a passion for fostering a high-quality service culture. This position offers the opportunity to make a significant impact on guest experiences and develop future leaders in the hospitality industry.

Qualifications

• Bachelor’s degree in hospitality management preferred.
• Strong public speaking and interpersonal skills are essential.

Responsibilities

• Design and oversee hospitality training programs.
• Conduct assessments and quality checks of guest service.

Skills

Public Speaking

Interpersonal Skills

Analytical Skills

Time Management

Problem Solving

Fluency in Spanish

Education

Bachelor’s Degree in Hospitality Management

Equivalent Practical Experience

Tools

Microsoft Office Suite

Learning Management System (Paycom)

Job description

Job Details

Job Location: Management Services - Panama City Beach, FL

Salary Range: Undisclosed

Description

Position Summary:

As the Service Training Manager, you design, deliver, and oversee hospitality training and assess its outcomes. You will identify training and developmental needs and drive suitable training initiatives that promote service excellence and develop leaders based on Forbes Standards of Service Training. This role also involves oversight of all compliance training required for various positions within the company, including food safety, alcohol awareness, food and alcohol management, crowd control, and other trainings mandated by state and federal regulations. Additionally, you will oversee Beverage/Wine Classes, provide content, and periodically participate in daily property line-ups to embed training into daily operations at Forbes Certified Properties.

Job Responsibilities:

1. Forbes Standards Knowledge: Assist in developing and delivering training that adheres to Forbes standards across Housekeeping, Front Office, and Food & Beverage operations to ensure exceptional cleanliness and service quality, contributing to an unparalleled guest experience.
2. Training Support: Support the development and facilitation of property-level and company orientation programs to ensure effective onboarding of all team members.
3. Training Materials Management: Help identify, organize, and manage training materials to support operational and service-focused learning, establishing standardized methods for delivery, evaluation, and reporting.
4. Needs Assessment: Collaborate with departments to assess training needs and enhance employee skills, performance, and productivity.
5. Compliance Monitoring: Stay updated on compliance training requirements and assist in ensuring all employees meet these standards.
6. Quality Assurance: Conduct assessments and quality checks of guest service and product consistency, providing feedback and recommendations for improvement.
7. Internal Communication: Manage communication strategies for training initiatives through internal platforms.
8. Administrative Support: Assist with the administration of Service Awards and contribute to the fiscal management of training by documenting and reporting on ROI assessments.
9. Event Coordination: Assist in developing and coordinating quarterly and annual learning and development plans, including scheduling and logistics for training events.

Qualifications

Additional Responsibilities:

1. Learn and assist in onboarding new team members.
2. Ensure service levels across all departments meet luxury standards, reflected in guest and member survey loyalty.
3. Manage the Forbes Certification process and training.
4. Demonstrate control of the learning environment, including leading activities, giving directions, and addressing behavioral issues.
5. Master training technology and best practices for all training delivery mediums.
6. Own the Learning Management System in Paycom and all related content.
7. Monitor Certified Department trainers to ensure consistent onboarding and cross-training.
8. Manage fiscal aspects of training, including ROI measurement and reporting.
9. Prepare training materials and communications for distribution.
10. Develop annual learning and development plans and calendars.
11. Support other areas within the Talent, Leadership, & Culture department.

Knowledge, Skills, Abilities:

• Strong public speaking, interpersonal, and written communication skills. Fluency in Spanish is strongly encouraged.
• Exceptional attention to detail, organization, decision-making, and analytical skills.
• Self-starter, innovative, results-driven, capable of meeting short- and long-term goals.
• Effective time management and flexibility in working hours.
• High sense of urgency, adaptability to change.
• Proven problem-solving skills with the ability to maintain composure under stress.

Education & Experience:

• Bachelor’s Degree in Hospitality Management preferred or equivalent practical experience in luxury hospitality service training and presentation.
• Advanced computer skills, including Microsoft Office Suite.
• Previous operational leadership experience in a luxury hotel preferred.
• Experience in developing SCORM-compliant eLearning modules is preferred.

Working Conditions:

• Flexibility in working hours to accommodate training schedules and events.
• Ability to travel between properties as needed.
• This role is essential in fostering a high-quality service culture and equipping team members to deliver exceptional guest experiences.