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The Boca Raton · 1 month ago

Hotel Operations Learning & Development Manager

Boca Raton, FL

Full-time

Onsite

Mid Level

3+ years exp

The Boca Raton is celebrating a century of being iconic and is seeking a Rooms Learning & Development Manager to help build the next generation of service excellence across the resort. This role focuses on designing and delivering training programs that enhance operational performance and support the company's journey toward Forbes excellence.

HospitalityLeisureLifestyle

Responsibilities

Design and deliver engaging learning experiences, including in-person coaching, live demonstrations, and digital learning that reflect luxury service standards and the resort’s long-term goals

Create job skills checklists, onboarding roadmaps, and departmental training plans

Continuously refine training materials based on evolving procedures, member and guest feedback, and service trends

Collaborate with Rooms Leadership (including Housekeeping, Front Office, Concierge, Guest Services, Reservations, and Hotel Management) to ensure all training directly supports operational goals, departmental KPIs, and continuous improvement

Oversee the Rooms onboarding process, ensuring new hires are provided with a structured and consistent introduction to the company, culture, and their role

Conduct hands-on, in-department training in areas such as Front Desk, Housekeeping, Concierge, Door/Bell, PBX, etc. to address skill gaps and enhance associate performance

Shadow daily operations to identify opportunities, coach associates in real time, and model luxury service behaviors

Partner with operational leaders to deliver tailored, department-specific training aligned with performance objectives and departmental needs

Conduct internal quality checks and internal audits to ensure adherence to service standards, grooming policies, and operational procedures

Gather and analyze feedback and performance data to assess training effectiveness and implement refinements where needed

Track training completion, certification status, and ongoing development using tools such as ADP LMS and Teams

Certify and coach departmental trainers to deliver impactful training, fostering a collaborative and empowered training community

Champion the company’s vision, mission, and values through all training initiatives, reinforcing the culture of luxury and service excellence

Inspire enthusiasm and commitment to extraordinary service among associates at every level

Leverage tools such as ADP, Microsoft Teams, and Beekeeper to improve communication, streamline processes, and build systems that empower associates to succeed

Qualification

Rooms operations experienceTraining program developmentCoaching skillsLuxury service standardsLearning Management SystemsInterpersonal skillsOrganizational skillsMotivational skills

Required

Minimum of 3 years of Rooms operations experience in a luxury hotel or resort environment

Proven ability to identify operational needs and translate them into practical, effective training

Strong facilitation, coaching, and interpersonal skills; able to motivate and influence diverse teams

Highly organized, proactive, and comfortable managing multiple priorities in a fast-paced, evolving environment

Familiarity with luxury service standards, including Forbes Travel Guide criteria

Experience training or coaching others within an operational role is strongly valued; formal Learning and Development, Human Resources, or Quality Assurance experience is helpful but not required