Director of Learning & Quality

Overview

This position is responsible for creating, coordinating and implementing appropriate learning programs to promote a well-educated and professionally developed staff, help set direction for quality initiatives and follow through with results to meet and exceed expectations. They will assess the training need through various forms of analysis, processes, and feedback.  Having a direct line to all department trainers, responsibilities in reviewing and maintain all department training materials and SOPs, making recommendations and edits as needed from evaluation tool data, etc. 

For quality assurance, they will assist team members in fully understanding the Forbes Travel Guide standards and general concepts of service culture through training and development.  This also includes problem solving and process improvement, root cause analysis of service defects and how to improve, strategic planning, tracking and measurement tools and basic statistical analysis.  Responsibilities to include reviewing daily evaluation surveys and systems, monitoring and communicating needs, and assisting in leading weekly guest services operational meetings. 

Through advising, coaching, training and facilitating, the Director of Learning & Quality will drive the forces that govern guest (associate, guest, and owner) satisfaction and continuous improvement at the resort level.  This position is responsible for assuring that quality processes are in alignment with the Terranea’s mission, vision, values, and commitment statement and that the quality tools are understood and used at all levels of the Resort.  As Director of Learning & Quality, this position is a visible extension of the overall strategy of the Resort and a role model for quality practices for the hotel.

Responsibilities

Learning & Development

• Design and execute a comprehensive training strategy aligned with company goals and industry best practices. 
• Develop and facilitate training programs for new hires, leadership development, and ongoing employee skill enhancement.
• Implement e-learning platforms, hands-on workshops, and mentorship programs to foster continuous learning.
• Partner with department trainers and leaders to assess training needs and customize learning solutions accordingly.
• Measure the effectiveness of training programs through feedback, assessments, and performance improvements.

Quality Assurance & Service Excellence

• Lead initiatives to enhance operational procedures and standard operating guidelines (SOPs) for all departments.  Including ways to identify service defects, process improvements, and best practices to enhance service delivery and operational excellence.  
• Establish and monitor key performance indicators (KPIs) to evaluate service quality and operational efficiency.
• Conduct regular audits, mystery shopper evaluations, and guest feedback analysis to identify areas for improvement.
• Regularly attend and assist in daily line ups across all departments. Providing feedback and coaching based on recent service scores, evaluations, and surveys. 
• Serve as the key advocate for brand standards, ensuring compliance across all touchpoints.
• Develop and maintain quality assurance programs to ensure consistency in service standards and guest experiences.

Continuous Improvement & Culture Development

• Find ways to make our talent base better, while being cost conscious, while having a focus on the speed to market. 
• Collaborate with leadership to identify process enhancements and implement change management strategies.
• Foster a culture of continuous improvement by driving employee engagement, recognition, and best practices sharing. 
• Facilitate cross-functional communication to align training, service quality, and operational goals.
• Stay informed on industry trends, innovations, and evolving best practices to maintain a competitive edge.

Qualifications

• Certification in Learning & Development, Quality Management, Instructional Design, or Hospitality Leadership (e.g., CHDM, CHBA, or Six Sigma).
• Experience working with Forbes Travel Guide, LQA, or AAA Diamond Standards.
• Bilingual skills are a plus.

Miscellaneous Skills:

• Microsoft Office
• Revinate
• FHR
• HotSOS
• Opera

Compensation

Base Pay Start Rate: $100,000 - $130,000/Yr. Bonus Potential

We offer a competitive benefit package for full-time, regular team members that includes:  group medical, dental, vision, life, disability benefits, and an employee assistance program. We have paid time off/sick time and are proud to offer participation in a 401(k) plan with a company match! 

We also offer great perks such as, Team Member Rates at CoralTree properties, Complimentary Room Night Program for both you and your immediate family members, complimentary monthly golf, discounts at our retail, spa, and dining outlets. 

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Salary : $100,000 - $130,000