Director, Learning & Development at The Resort at Pelican Hill

The Irvine Company - Newport Beach, CA (30+ days ago)3.7


Job Duties:
Establish and Maintain a Learning Culture

Recommend and assist in implementation of programs designed to enable the resort to meet its objectives.
Analyze training needs of the hotel; analyze key jobs and roles to determine the knowledge and skills necessary for high performance.
Determine the best training delivery methods by analyzing the audience, content, operational constraints and trade-offs to optimize the design and implementation strategy.
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).
Create and monitor annual training budget. Approves, codes and processes invoices for payment to the accounting department. Reviews, tracks and explains budget variances.

Trusted Advisor and Learning Consultant

Work collaboratively and build strong partnerships with leaders to accomplish business priorities through learning events.
Consult regularly with management to gain knowledge of situations requiring training.
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.
Work with department managers to develop initiatives to reach service standards and drive continuous improvement in the guest experience.

Onboarding and Assimilation of New Employees

Coordinate new hire training; oversee learning coach programs.
Conduct New Hire Orientation and corporate training programs for Team Members, Team Coaches and Managers as necessary.

Job Duties Continued:
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.
Work with department managers to develop initiatives to reach service standards and drive continuous improvement in the guest experience.

Collaboration

Partner on the design and development of curriculum and related training/education programs with corporate training team.
Maintain knowledge of all company-wide training courses and how to facilitate them according to company standards when applicable.
Learning Technology and Tracking

Serve as key support for the learning management system at the resort; maintaining master training database, troubleshooting and resolving issues in a timely manner and ensuring data integrity.
Track learning activities and produce regular reports for managers and executive staff.

Minimum Qualifications:
Three to five years’ experience in Training and Development or equivalent experience in hospitality.
Bachelor’s Degree in hospitality, education, business or a related field.
TIPS certified preferred.
ServSafe - California Food Handling preferred.
Elevated customer service orientation with commitment to quality. Prior experience in customer service training programs highly desirable.
Strong computer competency and full understanding of the Google Suite.
Fluent in English; Spanish highly preferred.
Flexibility to respond to a wide range of different work situations.
Bachelor's degree preferred or equivalent years of experience.
Minimum 5 years of retail or hospitality training experience.
Other Qualifications - Preferred Experience

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

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.

The 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.