DIRECTOR OF TRAINING & QUALITY ASSURANCE

Company: Tanque Verde Ranch
Location: Eden Prairie
Posted on: September 16, 2023

Job Description:

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. DIRECTOR OF TRAINING & QUALITY ASSURANCE Full Time Eden Prairie, MN, US 4 days ago Requisition ID: 1842 The Corporate Director, Training & Q/A is our company's "brand champion". This person assists/drives culture into all we do, with a focus on the Associate's Journey. The incumbent will drive our brand into our recruiting, engagement and ultimate place in our various communities.This role is responsible for conducting operational needs assessments & assists leaders in the development of training options to fill service and/or procedural gaps. The role evaluates the quality of our guest and associate journeys, ensuring the service delivery to both populations meet our expectations. The incumbent will monitor/administer and "own" our compliance training component (and any LMS in place). Finally, the role will hold all leaders at all levels accountable for our service mindset.About Cote Family Companies: www.cotefamily.comFor over 100 years, this family-owned company has distinguished itself by providing unique, transformative experiences and exceptional memories. Our resorts provide an array of services including accommodations, golf, spa food & beverage, retail, equestrian and conference/event opportunities. Our camps provide transformational memories that our attendees carry with them forever. The Cote Family has invested in its current ventures and is poised for further growth. COTECaresCoteCares is our "Way of Life". We believe in enriching the lives of those within our community and this inspires us to create transformative experiences and exceptional memories.Our associate journey begins and ends with a positive work environment and experience for our team. CoteCares is the namesake for our culture, and our commitment to a culture where all associates feel respected, safe, empowered, appreciated, excited, included and a sense of belonging to something extremely special. Whether it be through community involvement or internally working with each other, CoteCares expresses our world and what we want it to be. Career Pathing & Growth:This role is a key corporate role, and will evolve from a dual to a multi-property role as the company grows in size. The incumbent will have to demonstrate strong analytical and collaborative abilities. The successful person will be a deep believer in our mission, values and brand - ensuring all of these permeate throughout the organization. Duties & Responsibilities: -Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ensure the brand seeps into all we do - the guest & associate experience
• Partners with our General Managers to assist in achieving Operational Excellence in all departments within our business units
• Observe current service practices/standards
• Assess service gaps
• Collaborate with leaders as to established standards and actual practices
• Make changes to established standards, memorializing them
• Train both current and future staff on those memorialized standards in a manner aligned with operational leadership and the General Manager
• Audit to ensure consistent delivery of service standards ensuring optimal experience for our guests
• Monitor/analyze/react to brand reputation matters on social media (LinkedIn, Glassdoor, etc.)
• Develop and deliver the infrastructure to support all operational learning and development needs and programs by establishing standardized methods and procedures for delivery, evaluation, measurement and reporting
• Track training either manually or within an ultimately identified Learning Management System
• Design and implement effective training solutions to constantly improve service breakdowns, inefficiencies and productivity. Evaluate and monitor the development, effectiveness and consistency of these programs
• May be involved in navigating current training software solution(s) and/or identifying new, optimal Learning Management System (LMS) best suited for the organization
• Involved in optimizing creating/implementing on-boarding/off-boarding processes
• Assess and analyze guest complaints, requests and guest survey comments in the efforts to increase guest satisfaction and return clients
• Select and monitor internal departmental trainers to deliver consistent onboarding and cross training plans and programs for new and existing associates
• Facilitate all associate classroom training workshops if required (i.e. New Hire Orientation, 60-day Onboarding Recap and Hospitality Training etc.)
• Provide oversight on the mandated compliance training programs (Health & Safety, ADA etc.) to ensure that the programs are developed in coordination with established standards and are properly tracked within associate profiles
• Develop, maintain and distribute status learning and development reports to Lead Team periodically and as needed
• Conduct various quality shops and assessments of guest service and product consistency
• Manage fiscal aspects of training including ROI of programs in meeting or exceeding budget standards. Measure, documents and reports on ROI assessments on learning initiatives
• Promote and prepare daily/weekly communications to send out to distribution list
• Prepare and post all guest satisfaction survey results and comments for distribution and communication boards
• Actively engage and involve oneself throughout all areas of the Lodge both front and back of house inclusive of daily walkthroughs
• Development of annual learning & development plan and calendar
• Active involvement and support in other areas of the Human Resources department
• Other duties as may be assignedJob Requirements:
  • While based in Eden Prairie at our corporate offices, there may be up to 75% travel required
  • Comfort performing in front of various audiences
  • Outstanding attention to detail, organization, decision making and analytical skills
  • Self-starter, innovator, results-driven with ability to meet both short and long term business goals
  • Ability to manage time well, meet imposed deadlines and ability to work flexible hours
  • Innovative and change driven with a high sense of urgency.
  • Proven problem-solving skills with ability to maintain composure in stressful situations.
  • Willingness to work varied hours, periodic holidays
  • Ability to stand, and, walk, 4 to 5 hours at a time, climb stairs, reach, and bend. -Education & Experience:
    • Hospitality (resort, hotel or gaming) experience, preferably in a multi-locale organization, is required
    • Experience with brand standards (both design and enforcement)
    • Minimum three to five years of experience in Training or Human Resources -
    • Multi-property experience helpful -
    • HRIS experience highly preferred
    • Advanced knowledge of computers including Word, Excel and PowerPoint, ability to learn software applications

Keywords: Tanque Verde Ranch, Eden Prairie , DIRECTOR OF TRAINING & QUALITY ASSURANCE, Executive , Eden Prairie, Minnesota