Position Summary

The Training Manager is the architect of the luxury learning culture at Horseshoe Bay Resort. This role is responsible for designing, delivering, and sustaining a service-driven environment where associates and leaders consistently execute at the highest level. By aligning behaviors with Forbes Travel Guide and Preferred Hotels & Resorts standards, the Training Manager ensures operational excellence across all departments. This is a strategic partner role that drives associate performance, guest satisfaction, and long-term retention through structured onboarding, skill-based certifications, and leadership development.

Key Responsibilities

Luxury Service Culture & Standards

Standard Bearer: Translate high-level service philosophies into actionable daily behaviors, checklists, and coaching habits. Audit Readiness: Build and maintain training materials that support luxury positioning; provide reinforcement tools and coaching to ensure departments are consistently audit-ready. Practical Implementation: Develop "on-the-floor" tools that make luxury service standards achievable and measurable for every department.

Onboarding & New Hire Excellence

The New Hire Journey: Own the end-to-end training experience for new associates, ensuring a world-class introduction to the resort. Retention Strategy: Partner with department heads to implement 30/60/90-day onboarding check-ins and coaching expectations. Competency Validation: Ensure all job-specific training is documented and measurable through skill checks, shadowing plans, and formal certifications.

Leadership Development & Coaching

Growth Programs: Support the facilitation and material design for the Manager-in-Training (MIT) program and New Leader Orientation. Manager Toolkit: Create and implement operational tools, including meeting rhythm templates, recognition practices, and professional communication standards.

Departmental Training Network

Train-the-Trainer: Recruit and mentor a network of Department Trainers and On-the-Job (OJT) Trainers to ensure consistent delivery across all shifts. Collaboration: Facilitate cross-training initiatives to strengthen inter-departmental synergy and guest experience continuity.

Content Design & Learning Delivery

Modern Learning: Create engaging, mobile-friendly content, including workbooks, micro-learning modules, video support, and quick-reference guides. Digital Management: Maintain training assets within SharePoint/Teams; track participation and produce actionable compliance reports for HR and Operations. Inclusivity: Coordinate translations and ensure learning materials are accessible to all associates.

Performance Support & Continuous Improvement

Needs Assessment: Analyze guest feedback, QA observations, and internal audits to identify and bridge training gaps. Field Observation: Conduct regular training reinforcement rounds; provide real-time coaching to leaders and refine materials based on operational results.

Qualifications

Required:

Experience: 1–3+ years in hospitality training, operations leadership, or L&D (Resort experience strongly preferred). Behavioral Focus: Proven ability to build training that drives actual behavior change, moving beyond simple classroom facilitation. Communication: Exceptional writing skills and the ability to present confidently to both frontline associates and executive leaders. Technical Savvy: Proficiency in tracking completion metrics and managing digital training assets.

Preferred:

Familiarity with Forbes Travel Guide or Preferred Hotels & Resorts luxury frameworks. Advanced experience with Microsoft 365 (Teams/SharePoint) or a Learning Management System (LMS). Bilingual (English/Spanish) is a significant asset.

Success Measures

Speed to Competency: Reducing the time it takes for new hires to become fully operational. Retention: Improving 90-day associate retention and engagement trends. Service Consistency: Measurable improvement in guest satisfaction scores and internal QA audits. Compliance: 100% completion rate for mandatory safety and brand certifications.

Physical Requirements & Work Environment

Must be comfortable in a resort environment, spending time in training rooms, offices, and both indoor/outdoor operational outlets. Ability to stand or walk for extended periods and transport training materials as needed. Flexibility to support all shifts, including occasional evenings or weekends, to ensure 24/7 training coverage.