Training Manager - Rooms

Date:  Aug 10, 2022
Property:  RPH (0023)

Newport Coast, CA, 92657

Division:  Resort at Pelican Hill (RPH)
Req ID:  39616

Position Summary:

Job Duties:

Establish and Maintain a Learning Culture

  • Analyze training needs of the resort; analyze key jobs and roles to determine the knowledge and skills necessary for high performance.
  • Implement a sustainable plan of programs with the goal to develop a strong staffing pipeline and drive employee/guest engagement.
  • Create a monthly training calendar and market to employees at the resort (emails, posters, display boards).
  • Configure and maintain learning curricula by business line, job function, location, prerequisite completions, and group designation, including: activities, courses, certifications, testing, etc.Develop and distribute (push and pull) learning reports (transcripts, completions, gaps, trends, dashboards, metrics, curriculum tracking, etc) and learning surveys.
  • Develop and distribute (push and pull) learning reports (transcripts, completions, gaps, trends, dashboards, metrics, curriculum tracking, etc) and learning surveys.
  • Evaluate  processes and workflows regularly for quality and effectiveness; make recommendations for improvement
  • Ensure a strong resort-wide culture of department pre-shift meetings through regular attendance and mentorship, creating an environment in which daily line-up’s are informational as well as inspiring, with the focus on culture of service excellence and shared values
  • Monitor staff interactions with customers by shadowing team members throughout the resort - “inspect what you expect”
  • Use information from in-person observations, guest surveys, CARE reports and employee surveys to ensure that all team members feel “engaged, equipped and empowered


Trusted Advisor and Learning Consultant

  • Work collaboratively and build strong partnerships with leaders to accomplish business priorities through learning events.
  • Educate managers on their role in developing people as an essential part of their jobs and develop processes to hold managers accountable for developing talent.


Enhance the Guest Experience

  • Develop creative ways to inspire and motivate team members to provide guests with a unique experience.
  • Make time to interact with guests to understand how team members can increase guest satisfaction. Review HotSOS and guest comment cards to track/trend skill development opportunities.

Facilitation and Delivery

  • Conduct training sessions covering specific areas such as new team member and employee orientation, guest service, Forbes standards and other resort specific programs.


Learning Technology and Tracking

  • Serve as key support for the learning management system at the resort; maintaining a master training database, troubleshooting and resolving issues in a timely manner and ensuring data integrity.

Minimum Qualifications / Other Expectations:


  • Bachelor’s Degree in hospitality, education, business or a related field.



  • Three years experience in Training and Development or equivalent experience in hospitality.


Knowledge, Skills and Abilities:

  • Elevated customer service orientation with commitment to quality. Prior experience in customer service training programs is highly desirable.
  • Strong computer competency and full understanding of the Google Suite.
  • Fluent in English; Spanish is highly preferred.
  • Flexibility to respond to a wide range of different work situations.
  • Superior written and oral communication
  • Excellent organizational skills with a high level of accuracy.
  • Working knowledge of the instructional design process and adult learning principles
  • Excellent one-on-one and group presentation/facilitation skills. 
  • Strong interpersonal and relationship building skills.
  • Demonstrate a commitment to follow-through; results orientation
  • Initiative: actively engaged in continuous improvement; provides suggestions for improvement; offers solutions to challenges/issues
  • Strong attention to detail


Licenses and Certifications:

  • TIPS certified preferred.
  • ServSafe - California Food Handling preferred.

About Us:
The Resort at Pelican Hill (a part of Irvine Company’s Coastal Collection) is one of the world’s finest Five-Star, Five-Diamond destinations offering unparalleled service and luxury.

Perched upon 504 acres of unrivaled coastal beauty, The Resort at Pelican Hill is a world unto itself with seven exceptional dining options, 36 holes of world-class golf and the #1 Spa in California.

Our employee community is comprised of hard-working, dedicated hospitality professionals who create memorable experiences that stay with guests long after they’ve left. It’s an environment populated with talented, passionate and experienced people, a collaborative spirit and abundant opportunities.

Apply today to join our employee community, and learn more about Irvine Company, our legacy and our guiding principles.

Irvine Company is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, compensation, termination, and training, without regard to race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship status, marital status, pregnancy, age, medical condition, genetic information, military and veteran status, disability, or any other basis protected by federal, state, and local law. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

Nearest Major Market: Orange County
Nearest Secondary Market: Los Angeles

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