Corporate Director of Training
3 weeks ago
Proper Hospitality is seeking a Corporate Director of Training to join our team in Los Angeles.
Scope of Position
The Corporate Director of Training will lead projects in the realms of strategizing, implementing, and delivering the training initiatives and quality assurance measures of the operation in line with both proprietary standards and luxury-level hospitality rating systems. This key role will assist with upholding our colleagues to both industry-wide and Proper-specific elevated guest service standards, and will interact with all levels of the structural organization of a luxury hotel environment.
The Corporate Director of Training will regularly assess colleague and guest feedback and a positive ‘flow through’ effect to guest satisfaction. This role will be one that leads by demonstration of the standards, adhering to and exemplifying all aspects of standards and philosophies. Our ideal candidate will utilize creative processes and resources to promote a climate where luxury and fun meet, and will lead the design and implementation of training and quality strategies.
Mandatory Requirements
- Thrives on human interaction and high energy level
- Proven educational/training experience
- Operational hotel experience, especially in guest contact area
- Strong interpersonal skills
- Highly articulate in English and ability to write meticulously in English
- Strong computer skills to include Microsoft Excel for record keeping, data analysis and statistical summarization; Microsoft Office, in particular Publisher and PowerPoint
- Dynamic and engaging presentation and platform skills
- Cleverly imaginative
- Capable of making a moment magical
- Out of the box perception/sees clear picture
- Ability to identify and assist in resolving issues
- Strong self-esteem, results-driven and passionate
- Must possess ability to coordinate with multiple tasks and must be efficient with repetitive tasks
- Requires high levels of interaction with all members and levels of staff
- Possess high degree of stamina, agility, flexibility and patience
- Able to present with an uplifting personality as well as presenting a high degree of confidentiality
Potential Duties and Supporting Responsibilities
- Ensure security and confidentiality of all information throughout the hotels
- Maintain and update attendance records, progress reports, and other documentation
- Well-versed in all proprietary service standards as well as all outside rating companies, including: Leading Quality Assurance, Forbes, AAA, TripAdvisor, and Michelin
- Assist with management and data collection of all feedback
- Conduct needs analysis with department managers to assess specific learning needs
- Conduct structured observations of colleagues in order to assess training needs
- Provide a creative, fun and exciting environment in the delivery learning and development training programs
- Assist department managers in developing, implementing and assessing personal training plans for line colleagues, including personal accomplishments and progress
- Liaise with department heads regarding colleague recognition and incentives that support quality efforts
- Assist with implementing the service-aspect of departmental action plans specifically, SOP-related trainings, primarily on a one-to-one basis but also in group setting
- Maintain and update training reference materials to ensure current protocols and procedures are accurate and communicated to all relevant colleagues
- Communicate regularly with colleagues to ensure good two-way communication concerning initiatives
- Create training templates, spreadsheets, PowerPoints, flyers, and graphs from data
- Embody the philosophies and lead by example with regard to our culture
- Support all efforts to enliven our company’s mission, values and service standards, serving as a role model
- Assist the hotel operation in implementation and maintenance of sustainability and safety objectives
Working Conditions & Physical Requirements
- Must be able to carry up to 15 pounds
- Must be able to sit for 8 hours in one day and stand for up to 8 hours in one day
- Must be flexible and have open availability
- Must have a bachelor’s degree from an accredited 4-year college or university with a degree in Hospitality, Training, Communications, Public Speaking, Business, Human Resources or Education
- Previous guest service, teaching experience, and hospitality experience in a luxury environment a plus
- Must have advanced knowledge and abilities with Microsoft Office, including Outlook, Excel, Word, PowerPoint, Publisher. Must be able to perform statistical calculations
Company Overview
Proper Hospitality is made up of a diverse group of passionate individuals who share a common love for hotels and the art of hospitality. Our philosophy is simple: There is a right way to do things and anything less just isn’t proper. We are seeking out the “best of the best” from inside and outside of the industry to work alongside us as we grow a new kind of lifestyle hospitality company inspired by a centuries-old tradition. The work is challenging and fast-paced, but rewarding above all.
We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other federal/state protected category.
Proper Hospitality will consider qualified applicants with criminal histories in a manner consistent with local Fair Chance Hiring Ordinances.
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