Hotel Service Training Manager

The Gig:

We’re on an exciting journey to create one of the most irresistible travel brands in the world and are building an epic team to help make our ambition a reality.

Passionate about People and helping them learn?! Us too! The Hotel Service Training Manager is responsible for implementing and maintaining Hotel Operations learning strategies and training to support Virgin Voyages Rockstar Service. They will work together with the operational teams to assess the skills, performance and talents of the onboard crew and leaders, to ensure they have all the support they need to deliver an EPIC Sailor experience.

In other words, this ‘someone’ needs to know how to Make Ship Happen. Your excellent attention to detail and self-starter mentality means you can think quick on your feet and keep calm when ship gets real. Ultimately, we won’t be able to remember how we got by without you.

What You Will Be Up To:

• Responsible for complying with/performing Safety/Environmental/Emergency Response duties as assigned
• Reads and acknowledges documents as assigned in VMS (Virgin Management System)
• Consistently maintain STCW and/or any other required certifications as described in the training matrix
• May act as a primary knowledge resource for product service and use this to enhance process and procedure improvement opportunities
• Conduct training and development needs assessments to identify service gaps and implement training solutions to maximize performance and achieve measurable results as it relates to Hotel Operations and Food and Beverage service satisfaction
• Empower leaders to own performance management, product knowledge and service excellence through the delivery of learning strategies, coaching and on-the-job training
• Support and coach supervisors and managers in the facilitation of on-the-job and non-technical service skills training including computer-based classroom learning sessions
• Facilitate Sailor interaction and service role-specific training across teams
• Create a training and development action plan to continuously improve all onboard Crew skills and competencies
• Work with the onboard management team in succession planning, career paths and tracking the development of employees for promotional opportunities
• Conduct on-the-job observations, identify gaps in performance and provide leadership with recommendations for improvement
• Monitor and review training programs delivered onboard through questionnaires, discussions and focus groups to ensure an epic experience
• Create and execute customized learning sessions that address identified business / performance and behavioral gaps
• Develop specialized training with the approval and support of the Learn & Grow Shore side team
• Collaborate with onboard People Director and Training & Development Manager on training schedules, E-Learning and Ticket to Sail
• Assist with Roll Call and interview processes within the Hotel Services areas
• Responsible for Crew onboarding as it relates to on-the-job trainings
• Facilitate new hire, returning Crew onboarding, Ticket to Sail, buddy assignments, IT devices, ship tours, etc.
• Oversee the success of role handovers and train the trainer programs by offering guidance to leaders during the entire journey via coaching conversations and driving development
• Ensure department leaders have access to SOP’s, training and tools required to support their team
• Conduct IT Platform basic training – coordinating with onboard SMEs on: Sailor Chat, Incident Management, Table Management, Tableau reporting, and MXP
• Facilitate Restaurant/Bar crew placement assessments to ensure the correct crew are assigned to the correct venues
• Conduct Sailor Experience audits and provide feedback to the respective departments
• Other duties as assigned

What Matters to Us:

At Virgin, your personality matters as much as how good you are at what you do. We want you to bring it to our hang out spot and help make the place even better. So, we won't be surprised to hear that when people talk about you they say you are clever, on top of it, able to think ahead, intuitive, passionate and someone people respect and enjoy working with because you make things happen.

Virgin Voyages is an Equal Opportunity Employer.