Job Description

Company Description

ABOUT WESTGATE RESORTS

Westgate Resorts provides a diverse range of vacation experiences. From sandy beaches on the Atlantic Ocean to snow-covered Utah mountains, families can affordably experience the country\'s most desirable vacation destinations. A world leader in the timeshare and hospitality industry, Westgate has resorts in Florida, Tennessee, South Carolina, Missouri, Utah, Nevada, and Arizona. Westgate meets every vacation expectation, for every family, for every budget. As we continue growing, we will continue offering the best and most-affordable vacation options out there!

About Westgate Smoky Mountain Resort & Spa:
Adjacent to Great Smoky Mountains National Park, the most-visited national park in the country, Westgate Smoky Mountain Resort & Spa in Gatlinburg, Tennessee, provides an amazing work environment with refreshing mountain breezes and spectacular views of the beautiful Great Smoky Mountains. As a member of the Westgate Smoky Mountain Resort team, you will meet and engage with guests who have arrived to enjoy all the Great Smoky Mountains have to offer and help them experience our world-class amenities such as the state-of-the-art Wild Bear Falls water park.



The Operations Trainer is responsible for the delivery of high-quality training aligned with Westgate\'s business needs and objectives. This includes facilitating learner-centered training programs that develop team member skills and communicate organizational practices and service standards. This individual actively develops certified field trainers, leads property-level training initiatives, and collaborates with learning and development colleagues to implement effective training programs that enhance workforce performance.

RESPONSIBILITIES

• Facilitate instructor-led training (ILT) and blended learning programs using a variety of delivery methods that promote learning transfer.
• Develop learning paths for each team member, monitor/document progress, and implement training interventions as necessary.
• Assist the learning and development team in the design and development of new training curriculum or revisions of current programs by collecting relevant data points and providing timely feedback.
• Manage and lead the redevelopment of team member onboarding programs.
• Evaluate and develop certified field trainers to ensure that all work is completed by Westgate SOPs and best practices.
• Build and sustain working relationships with property-level leaders and colleagues.
• Analyze guest experience data consistently to identify property-level and organization-wide training needs.
• Collaborate with the General Managers/department heads to analyze and develop a training matrix based on year-round and seasonal needs.
• Develop and implement data gathering measures and methods to evaluate the effectiveness of all training initiatives to determine if training objectives are being met.
• Champion key initiatives and develop programs to ensure the successful adoption of new technologies, data collection platforms, and operating policies/procedures.

Qualifications

• Proven experience as a Hospitality Trainer, Training Facilitator, or similar
• Advanced knowledge of adult learning principles and training best practices
• Excellent inter-personal and communication skills
• Strong conflict resolution and customer relation skills
• Advanced knowledge of training measurements/metrics including the Kirkpatrick Four-Level Training Evaluation Model
• Proficient in time management, organization, planning, and prioritization
• Highly proficient in Microsoft Office Suite - Word, Excel, PowerPoint, Publisher, Outlook
• Work hours may vary to include weekends and evenings as directed

EDUCATION and/or EXPERIENCE

3+ years of proven experience delivering adult learning programs using a variety of learning methods Bachelor\'s Degree in Education, Instructional Design, Organizational Psychology, or similar.

LANGUAGE SKILLS

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conforms to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITIES

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the team member is regularly required to talk or hear. The team member frequently is required to stand; walk; sit; and use hands to finger, handle, or feel. The team member is occasionally required to reach with hands and arms. The team member must occasionally lift/move 25 lbs.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

TRAVEL

This position requires up to 25-50% travel.

Additional Information

Why Westgate?

• Comprehensive health benefits \xe2\x80\x93 medical, dental and vision
• Paid Time Off (PTO) \xe2\x80\x93 vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
• Advancement & development opportunities
• Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email with the job title and the location of the position for which you are applying.

Westgate Resorts