Overview
Canyon Ranch Austin is seeking a dynamic and detail-oriented
Learning & Development Manager to join our pre-opening team. In this pivotal role, you will architect the training foundation for our property — developing comprehensive onboarding and service culture programs that reflect Canyon Ranch's legacy of transformative wellness experiences. You will partner closely with Human Resources and Forbes Travel Guide to ensure every colleague and leader is equipped to deliver world-class, five-star service from day one.
Responsibilities
Pre-Opening Training Development
- Design, write, and produce a full suite of pre-opening training materials including new hire orientation guides, department-specific onboarding curricula in conjunction with Executive Committee leaders and division heads, and leader development resources.
- Facilitate and support Canyon Ranch Learning Programs with a focus on New Hire Orientation, Service Culture and Luxury Service Standards.
- Create train-the-trainer materials and facilitate certification sessions to empower department heads to lead their own onboarding effectively.
- Implement and evaluate new training initiatives to maximize operational effectiveness and ultimately guest satisfaction.
- Plan, coordinate and present brand training programs in accordance with Canyon Ranch requirements including harassment-free workplace, diversity, communication, leadership and related training to meet specific departmental needs.
- Conduct meetings with Department Heads and Trainers to review performance trends, develop action plans and give recognition.
Forbes Travel Guide Service Culture
- Serve as the on-property liaison and subject matter expert for Forbes Travel Guide standards, embedding five-star service behaviors into all training touchpoints.
- Translate Forbes Travel Guide criteria into practical, day-to-day service behaviors and observable performance standards across all guest-facing departments.
- Develop Forbes-aligned service culture modules, scenario-based learning exercises, and audit preparation programs.
- Track and analyze Forbes evaluation results to identify coaching and curriculum gaps post-opening.
Human Resources Partnership
- Collaborate with the HR team to align learning programs with talent acquisition, performance management, and colleague engagement initiatives.
- Contribute to the development of the colleague experience journey from offer acceptance through 90-day onboarding.
- Support HR in designing and facilitating leader development workshops focused on coaching, accountability, and Canyon Ranch culture.
- Assist in building compliance training programs in partnership with HR and department leaders.
Facilitation & Delivery
- Lead all-colleague and leadership pre-opening training sessions, fostering an environment of enthusiasm, inclusion, and high expectation.
- Use a variety of instructional design methods — e-learning, classroom facilitation, job aids, video, and experiential learning — to accommodate diverse learning styles.
- Coordinate and manage the pre-opening training calendar in partnership with the Managing Director, Executive Committee and HR.
Qualifications
Required
- 3-5 years of experience in Learning & Development, Training, or a closely related role within luxury hospitality or a Forbes Travel Guide-rated property
- Demonstrated experience creating professional training documentation, SOPs, and learning materials from concept to delivery
- Familiarity with Forbes Travel Guide standards and five-star service culture principles.
- Training experience in a similar function in a luxury hotel is an asset
- Exceptional written and verbal communication skills with strong attention to detail
- Proficiency in Microsoft Office Suite; experience with LMS platforms and instructional design tools (e.g., Articulate, Canva, or similar) preferred
- Strong project management skills with the ability to manage multiple workstreams simultaneously in a fast-paced pre-opening environment
- Collaborative relationship building, guest service focus and positive attitude
Preferred
- Prior pre-opening hotel or resort experience
- Experience working in an integrated wellness, spa, or hospitality environment
