Senior Director of Training - Resort Operations

What You'll Do

• Define the Vacatia Customer Promise
• Create the service philosophy and hospitality standards that become the foundation of every guest interaction across the organization.
• Build Frontline Hospitality Training
• Design engaging onboarding and operational training for Front Desk, Housekeeping, Engineering, Food & Beverage, Recreation, and other guest-facing teams that prepares associates to confidently deliver exceptional service from day one.
• Create a Culture of Hospitality
• Create programs that reinforce service behaviors, guest recovery, recognition, and leadership expectations while creating a consistent hospitality culture across every resort.
• Lead a Team of Hospitality Trainers
• Provide leadership, coaching, and direction to two Training Managers responsible for delivering training programs, supporting resort operations, and ensuring consistency across the portfolio.
• Develop Resort Leaders
• Create leadership development programs that equip supervisors, department leaders, and General Managers to coach, develop, and inspire high-performing teams.
• Improve the Guest Experience
• Use guest feedback, quality audits, online reviews, and operational metrics to identify opportunities, refine training, and continually elevate service delivery.
• Partner with Resort Leadership
• Work alongside General Managers and operational leaders to implement service initiatives, reinforce accountability, and build cultures centered on hospitality excellence.

What You Bring

• 8+ years of progressive leadership experience within hotels, resorts, or luxury hospitality.
• Experience developing hospitality training, customer service programs, or operational learning for frontline hotel associates.
• Proven success creating or strengthening a service culture that improves guest satisfaction and associate engagement.
• Experience designing onboarding, customer service, leadership development, and operational training programs.
• Strong understanding of hotel operations, including Front Office, Housekeeping, Engineering, Food & Beverage, and Rooms Division.
• Experience leading training teams and influencing operational leaders across multiple locations.
• Outstanding communication, facilitation, coaching, and leadership skills.
• Passion for developing people and creating memorable guest experiences.