Acqualina Management, LLC

WE PREPARE, INSPIRE, EMPOWER, ENTRUST IN YOU! JOIN OUR DREAM MAKER CULTURE ©

We are committed to invest in our people to develop a happy and prosperous future. We support you every step of the way in your career journey and offer benefits and unique learning and development opportunities that include:

Competitive Wages • Medical, Dental, Vision Insurance • Life Insurance • 401K Program • Paid Holidays and Vacation • Outstanding Recognition and Awards Program • Effective Training Programs • Tuition Reimbursement • Complimentary Parking and Meals in Dedicated Employee Restaurant • Preferred Pricing on Food and Beverage, Spa Treatments and Retail Purchases • Management Programs to Progress on Your Career Journey • Health and Wellness Fairs

The Director of Learning and Development plays a critical role in achieving consistent Five-Star performance across the Acqualina brand, encompassing both the hotel and residences. This leader is responsible for the design, implementation, and continuous refinement of high-level training programs, operational audits, and service inspections that uphold Acqualina’s uncompromising standards. The role focuses on identifying areas for improvement, delivering clear reporting, and elevating daily performance through pre-shifts, role play, and a strong culture of cleanliness, conditions, and asset protection. By simulating Forbes training practices, overseeing recertification of Acqualina Standards, and reinforcing leadership principles such as “see something, say something,” this position ensures corrective action is taken on the spot and service excellence is consistently achieved. The Director oversees all training and development initiatives, guiding leaders and team members with a clear service and management philosophy, ensuring every employee understands their responsibilities, embodies the brand’s values, and is fully equipped to exceed customer expectations.

REPORTS TO:      VP, People and Culture

SUPERVISES:        Will be actively involved in all departments and will assist in advising on standards and proper protocol throughout the resort and residential communities.

WORK ENVIRONMENT:  People and Culture Offices and all areas and departments of the resort.

Job involves working:

• under variable temperature conditions (or extreme heat or cold).
• under variable noise levels.
• outdoors/indoors.
• around fumes and/or odor hazards.
• around dust and/or mite hazards.
• around chemicals.
• perform job functions with attention to detail, speed and accuracy
• demonstrate leadership and management skills
• prioritize and organize
• be a clear thinker, remaining calm and resolving problems using good judgement
• follow directions thoroughly
• understand guest’s and residents service needs
• work cohesively with co-workers as part of a team
• work with minimal supervision
• maintain confidentiality of guest and resident information and pertinent resort data

KEY RELATIONSHIPS:

Internal:                    Ownership, Executive Committee Members, All resort team members, Mansions and Estates team members, All resort guests and residents.

External:                   Leading Hotels LQA, Forbes Travel Guide Executives, Resort Guests/Visitors, Residents, civic organizations, media, job applicants, trade associations, other hotels, vendors, partner groups.

QUALIFICATIONS

Essential:

• College degree.
• 2-3 years training experience, preferably in the luxury hotel industry.
• Fluency in English. Strong verbal, written, and non-verbal communication.
• Proficiency in computer applications.
• Experience in managing a culturally diverse workforce.
• Ability to:

Desirable:

• Fluency in a foreign language, preferably Spanish.
• Previous guest relations training.
• Previous experience in hospitality industry, preferably an ultra-luxury hotel.
• Familiarity with preparing statistical reports.
• Knowledge of Forbes 5 Star Standards.
• Knowledge of Leading Hotels of the World LQA Standards.
• Knowledge of AAA 5 Diamond Standards.

ESSENTIAL JOB FUNCTIONS

• Ensure Acqualina brand standards are adhered to by department managers and team members.
• Oversee all aspects of Forbes and LQA training programs as well as development and assessment opportunities.
• Conduct onboarding Credo Card training as well as Brand Services Manual training.
• Meet with GMs and Directors to identify needs and implement training sessions that meet those needs.  
• Participate in Department Pre-shift Meetings, All Department All Staff Meetings and other Committee Meetings as needed.
• Conduct site inspections and property audits to ensure compliance with quality standards and report findings, communicate corrective action on the spot to team members/leaders.  Prepares Needs Analysis.
•  
• Establish and maintain quality control metrics, Key Performance Indicators (KPIs), and benchmarks to measure and monitor quality performance.
• Maintain complete knowledge of SOP procedures. Ensures all department SOPs are reviewed annually and updated accordingly. Audits SOPs with department managers to ensure Forbes and Leading standards are incorporated into procedures.
• Maintain and update Acqualina Service Brand Standards Manuals; coach leaders on the use for  training.  
• Inspect grooming and attire of all team members; rectify any deficiencies with employees on the spot and report to management.
• Observe team member interaction with guests and residents; resolve discrepancies with any service standards.
• Lead Train the Trainer Program and monthly meetings.
• Prepare Master Company Training Schedule and recommendations to enhance Employee Recognition Programs.
• Audit DLC and job descriptions to ensure each employee has signed off on their duties. Management hires require a 30, 60, and 90 goal outline as well as an on boarding training schedule. Ensure that all line staff employees have training manual for position and have signed off on their respective training before having to perform duty on own.
• Review Acqualina standards and pre-shift meeting schedules with department managers. Also review status of role play.
• Identify and coordinate outside training sources which address the company’s training needs.
• Conduct upskilling training programs/sessions.
• Conduct Risk and Safety training on a monthly basis, with ArmHR representative assistance.
• Create a career development program.
• Maintain confidentiality and security of employee and company records as well as all business strategies.
• Attend designated meetings.
• Prepare and send all designated corporate reports.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.
• Follow up on assignments and special projects given by the Executive Committee.
• Monitor and work with departments on cleanliness and organization of assigned work areas.      
• Arrange meeting room requirements when training a large group of individuals.
• Establish procedures for maintaining high levels of service quality, standards, and safety.
• Accept additional duties as needed and directed.
• Oral Communication--Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication--Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Visionary Leadership--Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.
• Leadership--Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
• Diversity--Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics--Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support--Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Strategic Thinking--Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
• Judgment--Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation--Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Planning/Organizing--Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism--Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality--Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity--Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Safety and Security--Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability--Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality--Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability--Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative--Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed. Innovation--Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention

Competencies