Service Excellence Training Manager

At Iberostar Group Aruba we are looking for a Service Excellence Training Manager, but before knowing more about the position, we think it's important that you learn a little about us:

• We are a 100% family-owned company with 70 years of experience in the tourism sector. Today, we welcome millions of travelers with the promise of creating happy holidays and memorable experiences, offering a value proposition built on quality and the excellence of both the customer and employee experience.

• We operate more than 100 establishments across 35 destinations in 13 countries worldwide, all in prime beachfront locations.

• We are a family of over 35,000 people representing 95 nationalities, sharing the same core values: Responsibility, Transparency, Humility, Passion, and Creativity.

• We work to create a place to thrive: we care for the people who belong to the Iberostar family, fostering their growth, ensuring their well-being, and promoting equity as the foundation of our decisions.

• Our Iberostar Wave of Change movement is the roadmap that drives our purpose to lead a model of responsible tourism.

If this sounds interesting to you... maybe this is your place! :)

Your main mission as Service Excellence Training Manager is to be a dedicated, energetic, and experienced leader to take full, strategic ownership of the property-wide training and operational development program, driving our roadmap to achieve AAA 4-Diamond certification by 2028 and AAA 5-Diamond status by 2030. This role focuses on elevating luxury operational standards, driving continuous service improvement, and cultivating internal talent across all departments.

A primary mission of this position is to champion luxury service excellence. You will work cross-functionally across all operational areas—with a strong background in Food & Beverage (F&B) serving as a distinct advantage—to ensure consistent implementation of high luxury service standards.

As Service Excellence Training Manager, What will your day-to-day work be like?:

• Lead property-wide training efforts by establishing a mandatory 24/7 on-property coaching model and continuous briefing framework across all shifts to align daily operational procedures and physical standards.

• Drive the execution strategy to achieve all service goals across all guest touchpoints.

• Conduct regular standard checks, mystery shopper evaluations, and gap analyses to ensure consistent service delivery in Front Office, Housekeeping, F&B, Spa, Maintenance, and other operational units.

• Lead operational preparedness, departmental diagnostic assessments, and pre-evaluations for AAA Diamond audits across all resort touchpoints.

• Design, adapt, and facilitate soft skills, service standard, and compliance training modules tailored to all hotel departments.

• Oversee standard onboarding programs for new hires, instilling Iberostar’s core values, service philosophy, and quality standards from day one.

• Leverage deep Food & Beverage operational knowledge to support service flow, menu/beverage knowledge, table management, and elevated dining standards.

• Partner with department heads and Human Resources to spot high-performing employees with strong growth potential.

• Create individual growth tracks, mentorship frameworks, and internal mobility roadmaps to prepare emerging leaders for positions of higher responsibility.

• Work closely with Human Resources to build a strong internal pipeline for supervisory and management roles.

• Collaborate directly with department leaders to identify operational bottlenecks and design targeted micro-trainings or refresher courses.

• Track, analyze, and report on key training metrics, audit scores, and guest satisfaction indices to evaluate training impact.

• Meet regularly with HR leadership to provide updates on completed, ongoing, and upcoming training initiatives property-wide.

• Collaborate with HR to review, manage, and optimize the annual training budget, ensuring resources are allocated effectively.

• Collaborate with HR to plan and manage the property's annual and monthly training calendars to ensure minimal disruption to hotel operations.

Who is the ideal person for this position?

Qualifications:

• Education: Bachelor’s degree in Hospitality Management.

• Minimum Experience: 3–5 years of dedicated experience as a Hospitality Trainer or in Learning & Development roles, combined with hands-on resort operations experience.

• Luxury Standards: Proven track record of designing and facilitating training programs aligned with luxury service frameworks (e.g., AAA 4-Diamond, Forbes Travel Guide, or equivalent high-tier brand standards).

• Food & Beverage Expertise: Solid experience in Food & Beverage operations (restaurants, bars, banquets, or room service) is highly preferred and considered a strong asset.

• Languages: Fluency in English is required. Proficiency in Spanish and/or Papiamento/Dutch is highly desirable to communicate effectively with local and international staff.

• Tech Literacy: Proficiency with MS Office (PowerPoint, Excel, Word), training management budget tools, and Learning Management Systems (LMS).

Our proposal for you:

You will work in a stimulating, inspiring, multicultural and innovative environment, committed to people, values and a responsible tourism model; working on diverse projects and high-impact solutions for transformation at all levels of the organization and with global impact.

We offer you the opportunity to be part of a great company and develop your career with us and enjoy:

• Attractive salary package.

• Company benefits.

• Opportunity for progression within the company: variety of opportunities and projects that will allow you to develop your potential and grow professionally every day.

• Work in an inspiring environment that is committed to people, values and a responsible tourism model.

• You will be part of our Iberostar Vitality community, with access to a multitude of wellness activities.

What are you waiting for to join our team? We are looking forward to meeting you, apply for the offer! :) #WeAreIberostar.