Director of Training

Primary Responsibilities & Essential Functions

• Design and lead enterprise-wide learning and development initiatives aligned with company standards and business goals.
• Develop and deliver training for hourly team members, supervisors, and leaders on service, luxury standards, upselling, and leadership development.
• Produce and deliver food and beverage training for environments ranging from fast casual to fine dining.
• Develop and execute a comprehensive beverage and wine education strategy to support elevated guest service and revenue growth.
• Drive Forbes Travel Guide & Hilton QA standards across properties to ensure consistency in Housekeeping, Front Office, and Food & Beverage operations.
• Conduct service audits, quality shops, and assessments to evaluate guest experience and operational readiness.
• Serve as primary liaison for Forbes certification preparation, evaluation readiness, and post-evaluation action planning.
• Serve as primary liaison for Hilton QA certification evaluation- post-evaluation action planning.
• Collaborate with executive and property leadership to identify training needs across departments.
• Integrate training into daily operations through SOPs, stand-ups, lineups, and ongoing coaching.
• Assess and analyze guest survey data, complaints, and trends to create targeted training interventions.
• Attend property standups and pre-shift briefings to support service alignment.
• Lead the development and oversight of the Certified Trainer Program to scale onboarding, cross-training, and leadership readiness.
• Partner with HR to support succession planning and create development pathways for high-potential team members.
• Provide coaching and behavioral training curriculum for leadership development.
• Direct management and optimization of the Paycom Learning Management System (LMS), including governance, tracking, and reporting.
• Oversee compliance training programs to ensure adherence to federal and state regulatory requirements.
• Utilize training technologies and facilitation methods to ensure high-quality delivery.
• Measure and report training ROI using guest satisfaction metrics, performance indicators, and business outcomes.
• Manage training budgets, quarterly learning events, executive retreats, and cross-functional workshops.
• Prepare stand-up materials, training communications, and the annual learning and development calendar.
• Support Talent, Leadership & Culture initiatives and enterprise projects.
• Perform other duties as assigned.

Education and Experience

• Bachelor’s degree in Hospitality Management, Business Administration, Organizational Development, or related field preferred.
• Equivalent hospitality training experience considered.
• Prior operational leadership experience in a luxury hotel or resort strongly preferred.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Experience developing and delivering hospitality service training required.

Knowledge, Skills, Abilities

• Strong public speaking, facilitation, and interpersonal communication skills.
• Exceptional organization, attention to detail, and ability to manage multiple priorities.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to influence, coach, and collaborate across all organizational levels.
• Innovative, results-driven, and able to work under pressure in a fast-paced environment.
• Ability to maintain confidentiality and exercise discretion.
• Highly responsible, reliable, flexible, and service-oriented.

Physical Demands

• Ability to lift up to 15 lbs.
• Frequent standing, walking, kneeling, bending, and stooping.
• Frequent keyboarding and occasional driving.

Working Conditions

• Primarily indoors in an office environment.
• Regular travel to St. Joe properties for training, audits, coaching, and operational support.