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Exceptional guest experiences don't happen by accident—they're created by engaged associates, inspired leaders, and a service culture that every employee understands and lives every day.
Vacatia is seeking a Senior Director of Training & Hospitality Excellence to build and lead the training strategy that shapes the guest experience across our growing portfolio of resorts.
This is more than a training role. You'll define our Customer Service Promise, create the service standards that set us apart, and design the frontline learning programs that ensure every associate—from Front Desk and Housekeeping to Engineering, Activities, and Food & Beverage—delivers exceptional hospitality with consistency and confidence.
You'll lead a team of two Training Managers who will help implement your vision, deliver training across the portfolio, and support resort leaders in creating a culture where hospitality excellence becomes part of every guest interaction.
If you've built service cultures, launched hospitality training programs, and know how to inspire hotel teams to create memorable guest experiences, we'd love to meet you.
Why This Role Matters
This is a rare opportunity to create the hospitality culture for an entire resort company.
You'll establish the behaviors, standards, and training that define the Vacatia experience while developing future leaders and elevating service across every property.
Your work will directly influence guest satisfaction, online reputation, owner loyalty, associate engagement, and operational performance.
What You'll Do
Define the Vacatia Customer Promise
Create the service philosophy and hospitality standards that become the foundation of every guest interaction across the organization.
Build Frontline Hospitality Training
Design engaging onboarding and operational training for Front Desk, Housekeeping, Engineering, Food & Beverage, Recreation, and other guest-facing teams that prepares associates to confidently deliver exceptional service from day one.
Create a Culture of Hospitality
Develop programs that reinforce service behaviors, guest recovery, recognition, and leadership expectations while creating a consistent hospitality culture across every resort.
Lead a Team of Hospitality Trainers
Provide leadership, coaching, and direction to two Training Managers responsible for delivering training programs, supporting resort operations, and ensuring consistency across the portfolio.
Develop Resort Leaders
Create leadership development programs that equip supervisors, department leaders, and General Managers to coach, develop, and inspire high-performing teams.
Improve the Guest Experience
Use guest feedback, quality audits, online reviews, and operational metrics to identify opportunities, refine training, and continually elevate service delivery.
Partner with Resort Leadership
Work alongside General Managers and operational leaders to implement service initiatives, reinforce accountability, and build cultures centered on hospitality excellence.
What You Bring
- 8+ years of progressive leadership experience within hotels, resorts, or luxury hospitality.
- Experience developing hospitality training, customer service programs, or operational learning for frontline hotel associates.
- Proven success creating or strengthening a service culture that improves guest satisfaction and associate engagement.
- Experience designing onboarding, customer service, leadership development, and operational training programs.
- Must have previous work experience in hotel operations, including Front Office, Housekeeping, Engineering, Food & Beverage, and/or Rooms Division.
- Experience leading training teams and influencing operational leaders across multiple locations.
- Outstanding communication, facilitation, coaching, and leadership skills.
- Passion for developing people and creating memorable guest experiences.
As Vacatia continues to grow, we're investing in something that can't be replicated—our people and our service culture.
We're looking for a hospitality leader who believes that exceptional guest experiences begin with exceptional associate experiences. Someone who can build the training, develop the leaders, and create the culture that turns great service into our competitive advantage.
If you've ever wanted to leave a lasting mark on an entire hospitality organization, this is your opportunity.
