Leads learning and development across a hotel portfolio by designing and delivering training curricula, onboarding programs, service standards, and train-the-trainer initiatives. Partners with property leaders on hotel openings, rebrands, and operational changes; assesses competencies, identifies skill gaps, evaluates training effectiveness, and reports performance metrics. Requires multi-site program management and travel to U.S. hotel locations.
About Our Role:
The Senior Manager of Learning & Development serves as the driving force behind onboarding, service standards, and change management for the Trailborn Portfolio. This role partners closely with property leadership to build capable teams, ensure smooth operational transitions, and create consistent guest experiences.
Essential Functions:
- Training Program Development & Delivery — Architect, maintain, and facilitate training curricula for all hotel departments, ensuring content stays current (and property-specific as appropriate) with brand standards and compliance requirements.
- Culture & Service Standards Onboarding — Develop and maintain clear, accessible materials that articulate the Trailborn way of working and serving guests, ensuring every new hire understands and connects with the brand's service philosophy from day one.
- Transition & Change Management — Partner in leading the people-side of hotel openings, rebrands, and operational changes; develop transition playbooks and serve as the on-site training lead during these periods.
- Performance & Competency Assessment — Partner with GMs and department heads to identify skill gaps, evaluate training effectiveness, and report on key metrics including GSS Scores.
- Train the Trainer Program — Certify and develop property-level trainers at each hotel, equipping them with facilitation skills, coaching techniques, and the tools needed to deliver consistent training independently.
Qualifications
- 5+ years of experience in training, talent development, or organizational effectiveness, (ideally in a hospitality setting).
- Demonstrated ability to design and deliver multi-property or multi-site training programs.
- Willingness and ability to travel up to 50% of the time across U.S. hotel locations.
- Bachelor's degree in Hospitality Management, Human Resources, Education, or a related field preferred.
- Familiarity with Learning Management Systems (LMS) and e-learning authoring preferred.
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