Manager, Corporate Rooms Training

4 weeks ago

Toronto, Canada Four Seasons Hotels and Resorts Full time

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.

Manager, Corporate Rooms Training

As our brand expands, the need to strengthen structural foundations and guidance across all sectors becomes increasingly critical. Rising turnover rates, a lack of institutional knowledge, inconsistent systems, and upcoming property openings underscore the importance of a skilled, Manager, Corporate Rooms Training.

This role is pivotal in establishing solid foundations within the division, bridging critical technical gaps, and delivering hands-on functional training across various aspects of the Rooms Division. The Manager, Corporate Rooms Training must possess comprehensive knowledge and experience in Housekeeping and Front Office operations. This position will play a vital role in ensuring our teams are equipped to provide exceptional guest experiences while maximizing operational efficiencies.

Reporting directly to the Senior Director Operations, Rooms, this individual will collaborate closely with the Manager, Corporate Rooms Operations as well as Senior Directors of Housekeeping, Rooms Leads and Regional Rooms Councils. The Manager, Corporate Rooms Training will work with Learning & Development personnel to spearhead tailored training programs for our global Rooms Teams, covering Front Office, Core/PBX, Guest Services, Kids for All Seasons, Concierge, Guest Experience, Housekeeping, and Laundry.

The ability to provide hands-on training and support at both operating properties and during openings is crucial.

What You’ll Be Doing:

Collaborate with Manager, Corporate Rooms Operations and Senior Director of Rooms to understand the training needs and tools required at the properties globally within the Rooms Division. Design and deliver hands-on functional training across all Rooms Division areas in collaboration with Global Learning and Development. Dedicated functional training role creates custom functional training content & programming over and above brand-wide content, including functional onboarding, training and change management for function-specific implementations, and functional skill-based training. Provide specialized training in housekeeping and laundry to address critical skill gaps and operational challenges. Conduct training sessions on Rooms Division systems to ensure staff proficiency. Partner with Senior Directors of Housekeeping and Rooms Leads to identify training needs and enhance operational effectiveness. Travel to properties for on-site training, pre-openings, openings, regional conferences, and vendor collaboration. Coordinate with Global Learning and cross-functional teams to align training initiatives with organizational objectives. Evaluate training programs continuously and implement improvements as needed. Ability to create, modify and revise policies and procedures within the Rooms Division areas in support of training.

What You Bring:

Bachelor's degree in education or equivalent field/experience. 5+ years of Rooms Division experience in the global hospitality industry, with a focus on housekeeping operations. 5+ years of experience designing, delivering, and implementing technical training. Hospitality/service industry experience preferred. Proven track record in developing and delivering hands-on technical training programs preferably in both digital and tactical formats. Has previously assisted with mass trainings and project rollouts. Has some working knowledge of hospitality and service. Excellent communication and presentation skills, with the ability to effectively explain complex concepts to diverse audiences. Proficiency in Microsoft Office 365 (Teams, OneDrive, SharePoint, Word, PowerPoint, Excel) Knowledge of e-learning platforms and other digital training tools. Knowledge of CX Platforms (Medallia) Quality Assurance Partners (LQA, Forbes, Coyle) Willingness to learn and stay updated on emerging trends and innovations in training methodology. Strong understanding of Rooms Division systems and processes. Ability to collaborate effectively across departments and regions. Strong decision-making skills Promotes and integrates continuous learning initiatives. Promotes strong team relationships and trust. Develops training standards for effective & timely delivery. Encourages sharing of innovative ideas inside and outside the organization. Willingness to travel extensively and work flexible hours.

This role will be a Hybrid working model, which will require 3 days per week in the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario #LI-Hybrid

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.

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