Training and Development Manager

Company: Sonnenalp Resort of Vail
Location: Vail
Posted on: June 8, 2021

Job Description:

The Sonnenalp Hotel is looking for a Full-Time Year-Round Training and Development Manager.

Wage: $60,000-75,000, plus 10% bonus potential

Typical Schedule: 8a-5p Mon through Fri, with some weekends, holidays and evenings expected. Most work is performed at the hotel; however, regular hours are expected at the club during the summer months.

Primary Purpose of Position

The Training & Development Manager will champion the enhancement of Sonnenalps culture and values by designing and implementing training, onboarding and development strategies and programs focused on motivating, engaging, and educating a committed and high performing workforce. This position will lead change through effective collaboration with department managers at both the Hotel and Club; establish and align training curriculum, and guide succession planning. This role is the company Quality Assurance Manager; takes a hands-on ownership approach to ensuring quality standards are upheld throughout the property through LHW training initiatives and regular follow up. Maintains a regular presence in all operational outlets in order to observe and hold department managers accountable to service excellence standards. Responsible for developing our leadership and providing them with the knowledge and skills to reach their full potential to ensure the Sonnenalp can continue to succeed and grow.

Essential Duties and Responsibilities

TRAINING/ QUALITY ASSURANCE

• Assesses training needs at all levels of the company aligning training with organizational goals.
• Researches, designs, and conducts various training programs (both company wide and departmental), with a strong emphasis on Guest Service/ Quality, Leadership and Management Development programs.
• Works closely with department heads to ensure department training is effective and on-going.
• Measures the effectiveness of departmental training programs through LQA auditing, secret shops, etc and addresses any decreases in performance.
• Develops and reinforces quality control initiatives within departments through regular walk-throughs of department outlets.
• Provides immediate feedback to employees and managers through observation (ie. the lens of an inspector).
• Gains buy-in from managers on training initiatives through acting as a support figure.
• In conjunction with GM, holds Department Heads accountable to training initiatives and evaluates effectiveness of programs through ongoing department presence.
• Based on trends in guest reporting (HotSOS, Qualtrics, Secret Shops, Postcons), creates focused training and action plans in order to improve scores.
• Coordinates, monitors and evaluates monthly Leading Quality Assurance (LQA) mystery shops and departmental cross-inspection programs. Develops focused training and ensures action plans are in place to improve.
• Presents monthly quality report to SLT, reports on trends, actions plans; able to answer all questions in regard to these reports.
• Oversees New Hire Orientation with incorporation of departmentally specific training.
• Coordinates and ensures effective New Manager training program and onboarding process.
• Oversees effective use of LMS and evaluates effectiveness through measurements.
• Tracks and analyses measures of training events/ activities including attendance, participation, test scores, and feedback on programs from participants and supporting managers.
• Researches and coordinates outsourced training topics if applicable.
• Facilitates Training Committee on a monthly basis to evaluate and identify training needs throughout the organization.
• HotSOS Super-user
• Analyzes daily guest complaints, monitors trends, and encourages departmental goals in regard to guest profiling and feedback.
• Ensures guest resolution cycle is followed

• Trains new users in HotSOS

• Attends daily 8:30am and 3:30pm lineup to discuss guest feedback, training issues, daily training topic, and upcoming training sessions.

DEVELOPMENT

• Manages and oversees Talent Management Program to include identifying high potential employees, developing personal development plans, and managing company-wide succession plan.
• Monitors and tracks changes and measures results of 9-box models, succession snapshots, and development discussions.
• Holds managers accountable to updating succession plans regularly and meeting with employees on their development plans.
• Trains managers on the effective use of employee Growth & Development Plans (GDP); guides department managers in creating meaningful GDPs, provides resources and funding appropriate to the plan. Monitors and measures success of programs.
• Provides managers with resources to develop employees, to include but not limited to LMS training classes, continued education courses, mentoring and shadowing assignments.
• Drives employee development through proactive meetings with high potential employees and their managers, discuss career growth, development goals and progress on GDPs.
• Meet regularly with Department Heads to develop and review Action Plans and GDPs.
• Manages mentor program, to include identification of mentors/mentees, training of mentors and assignment of mentors and mentees.
• Creates and develops effective measurements to ensure management compliance and effectiveness of all development programs, to include succession, GDPs, Mentor program.
• Reviews performance evaluations to ensure consistency with development initiatives and performance.

Education/Experience

• A Bachelors degree required; preferably in Hospitality and Restaurant Management
• Minimum of two years in operations of a luxury hotel.
• Minimum of one year in a hotel Food & Beverage operation.
• Minimum one year management in hospitality.
• Minimum two years of training or teaching experience utilizing adult learning methodologies.
• Proven success in creating development plans and organizational structure/succession plans required.

Special Skills/Equipment

• Strong, dynamic leader; able to influence other managers and ensure accountability.
• Strong conflict management/confrontation skills.
• Excellent verbal and written communication skills including public speaking required.
• Strong organizational and time management skills required.
• Advanced computer skills required (MS Office, Prezi, etc.)
• Bi-lingual (Spanish-English) preferred.
• Demonstrated organization, planning and time management skills.
• Proven attention to detail.
• High degree of initiative and creativity.
• Proven ability to cooperate with others and work effectively in teams.
• May require pre-employment training audition/ panel interview.

Essential Physical Requirements

• Work is primarily performed indoors.
• High degree of interaction with all levels of staff.
• Ability to stand and walk for full length of shift, up to 12 hours at one time
• Able to perform various activities such as constant standing, walking, sitting, talking and hearing
• Routinely handle objects weighing up to 10 lbs and on occasion may be expected to lift objects weighing up to 50 lbs

Benefits

• Medical, Dental, Vision Insurance
• Resort Discounts
• Holiday PayPaid Time Off and Sick Pay
• 401(k) Retirement Plan & Roth 401(k)
• Voluntary Life Insurance
• Short Term & Long Term Disability
• Employee Assistance Program
• Parking Credit or Discounted Bus Passes
• "Healthy Lifestyle Winter Benefit"
• Monthly House Account

Employee Conduct

• It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, guests and vendors.

This job description is intended to convey information essential to understanding the scope of the position and it is not intended to be an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position. Management may assign or reassign duties and responsibilities to this job at any time.

Keywords: Sonnenalp Resort of Vail, Vail , Training and Development Manager, Other , Vail, Colorado