Director of Training

At St. Joe, we honor, cherish, cultivate, and utilize the unique strengths of our team members, and we work hard to develop their talents. We believe our employees are our greatest asset. We are committed to recruiting top talent and we offer competitive benefits, wages, and a rewarding work environment.

Job Summary

The Director of Service Training leads the design, development, and execution of enterprise-wide training programs that elevate luxury service standards across The St. Joe Company’s hospitality portfolio. This role drives Forbes Travel Guide implementation, strengthens guest experience through immersive learning initiatives, and partners with operational leaders to embed service excellence into daily routines. The Director oversees food and beverage training, compliance training, LMS optimization, leadership development, and the Certified Trainer Program. This position is instrumental in shaping a consistent, high-touch service culture aligned with St. Joe’s brand standards and operational goals.

Job Responsibilities

• Design and lead enterprise-wide learning and development initiatives aligned with company standards and business goals.

• Develop and deliver training for hourly team members, supervisors, and leaders on service, luxury standards, upselling, and leadership development.

• Produce and deliver food and beverage training for environments ranging from fast casual to fine dining.

• Develop and execute a comprehensive beverage and wine education strategy to support elevated guest service and revenue growth.

• Drive Forbes Travel Guide & Hilton QA standards across properties to ensure consistency in Housekeeping, Front Office, and Food & Beverage operations.

• Conduct service audits, quality shops, and assessments to evaluate guest experience and operational readiness.

• Serve as primary liaison for Forbes certification preparation, evaluation readiness, and post-evaluation action planning.

• Serve as primary liaison for Hilton QA certification evaluation- post-evaluation action planning.

• Collaborate with executive and property leadership to identify training needs across departments.

• Integrate training into daily operations through SOPs, stand-ups, lineups, and ongoing coaching.

• Assess and analyze guest survey data, complaints, and trends to create targeted training interventions.

• Attend property standups and pre-shift briefings to support service alignment.

• Lead the development and oversight of the Certified Trainer Program to scale onboarding, cross-training, and leadership readiness.

• Partner with HR to support succession planning and create development pathways for high-potential team members.

• Provide coaching and behavioral training curriculum for leadership development.

• Direct management and optimization of the Paycom Learning Management System (LMS), including governance, tracking, and reporting.

• Oversee compliance training programs to ensure adherence to federal and state regulatory requirements.

• Utilize training technologies and facilitation methods to ensure high-quality delivery.

• Measure and report training ROI using guest satisfaction metrics, performance indicators, and business outcomes.

• Manage training budgets, quarterly learning events, executive retreats, and cross-functional workshops.

• Prepare stand-up materials, training communications, and the annual learning and development calendar.

• Support Talent, Leadership & Culture initiatives and enterprise projects.

• Provide training support for new property openings and operational transitions.

• Perform other duties as assigned.

Knowledge, Skills and Abilities

• Strong public speaking, facilitation, and interpersonal communication skills.

• Exceptional organization, attention to detail, and ability to manage multiple priorities.

• Strong analytical, problem-solving, and decision-making abilities.

• Ability to influence, coach, and collaborate across all organizational levels.

• Innovative, results-driven, and able to work under pressure in a fast-paced environment.

• Ability to maintain confidentiality and exercise discretion.

• Highly responsible, reliable, flexible, and service-oriented.

Education and Experience

• Bachelor’s degree in Hospitality Management, Business Administration, Organizational Development, or related field preferred.

• Equivalent hospitality training experience considered.

• Prior operational leadership experience in a luxury hotel or resort strongly preferred.

• Proficiency in Microsoft Office (Word, Excel, PowerPoint).

• Experience developing and delivering hospitality service training required.

Physical Demands

• Ability to lift up to 15 lbs.

• Frequent standing, walking, kneeling, bending, and stooping.

• Frequent keyboarding and occasional driving.

Working Conditions

• Primarily indoors in an office environment.

• Regular travel to St. Joe properties for training, audits, coaching, and operational support.

The above statements are intended to describe the general nature and level of work being performed and are not an exclusive list of all duties and responsibilities. The St. Joe Company reserves the right to amend and change responsibilities to meet business and organizational needs.