Luxury Training Manager-100% Travel

About Us

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!

We value U.S. military experience and invite all qualified military candidates to apply.

Overview

Job Responsibilities:

Design & Deliver Exceptional Training Experiences

• Develop, execute, and continuously refine immersive training programs that embody the elevated service culture of the luxury brand.

• Collaborate with leadership and department heads to identify performance gaps and implement training that enhances service standards, product knowledge, and brand storytelling.

• Facilitate engaging and interactive onboarding sessions for new team members to ensure seamless integration into the brand ethos and operational excellence.

• Curate on property training including shadowing, and in real time sessions.

Talent Development & Performance Coaching

• Serve as a hands-on coach and mentor, providing ongoing training, feedback, and support to elevate employee confidence, service delivery, and guest satisfaction.

• Monitor and evaluate training effectiveness through KPIs, guest feedback, and internal assessments-adjusting programs as needed to drive continuous improvement.

Brand Culture & Guest Experience Alignment

• Ensure all training content reinforces the core values, tone, and service rituals of the luxury brand.

• Guide the team in consistently delivering personalized, anticipatory service across all guest touchpoints.

• Partner with marketing and guest experience teams to align training initiatives with seasonal activations, brand campaigns, and property-wide experiences.

Training Logistics & Operational Integration

• Manage training calendars, communications, materials, and platforms with precision and creativity.

• Integrate learning into daily operations through micro-training moments, visual tools, and on-the-floor coaching.

• Perform any other job-related duties as assigned.

Qualifications:

• 3+ years of experience in luxury hospitality, training & development, or guest experience management.

• In-depth understanding of luxury guest expectations and five-star service delivery.

• Must be able to travel 100% of the time.

• Strong communication and facilitation skills, with the ability to adapt style to suit diverse audiences.

• Energetic and engaging presence with the ability to lead training in both intimate and large-group settings.

• Must have a deep understanding of luxury service culture and guest expectations.

• Inspiring, motivational, and empathetic-able to engage and empower team members across roles and levels.

• Resourceful and creative in designing training solutions that are meaningful, memorable, and measurable.

• Exceptionally organized with a knack for storytelling, presentation design, and delivering training with presence.

• Comfortable working independently while also serving as a collaborative force within the broader leadership team.

• Flexible and available to support the business during evenings or weekends when training demands arise.

Compensation

Benefits

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.