Regional Hospitality Training Manager

About the Company:

Industrious is the largest premium workplace-as-a-service provider and home to the highest-rated workplaces in the industry. Everything we do comes down to creating great days for teams of all sizes and stages, including our own. We believe that what makes a great day at work is the people on your team and the problems you get to solve together. We’re looking for people who love thinking outside the box and thrive in a truly collaborative setting. As teammates, we encourage new ideas and toast every win. We’re excited about having a meaningful impact on people’s workplace experience.  

Great days also start when everyone can be their authentic self at work. Diversity of backgrounds, thoughts, and ideas is critical to our success in delivering great workplace experiences, both for our members and for each other. Industrious is committed to creating an inclusive, respectful environment that embraces your individuality and quirkiness. You are valued for who YOU are. We celebrate our people as individuals who can accomplish great things when we work together as one team.

We are proud to have been recognized as one of America’s 500 fastest-growing companies in 2020 by Inc. Magazine and one of Forbes’ Best Startup Employers.

To learn more, visit www.industriousoffice.com/careers.

About the Role:

Industrious partners with major commercial landlords to deliver best-in-class tenant experience programs, from hospitality operations and amenity management to community activations.

As a Regional Hospitality Training Manager, you’ll be on the front lines bringing our hospitality standards to life across our managed buildings. This is a hands-on, in-person role focused on training, coaching, and developing our customer-facing field teams.

You’ll deliver in-person training programs for on-site teams (including third-party service providers), ensuring that every person who greets a guest or operates an amenity space understands what “Industrious hospitality” looks like in action. You’ll reinforce great service by providing real-time coaching, delivering feedback, conducting audits, and celebrating moments of excellence.

Your work will directly shape the customer experience across thousands of daily touchpoints — helping every team member take pride in delivering warm, thoughtful, and consistent service.

This is an in-person position; candidates must commute to our NYC locations at least 4 days a week. Travel to other cities is required <20% of the time. 

Key Responsibilities:

• Lead Training: Facilitate dynamic, in-person hospitality training sessions that primarily consist of staged scenarios that give employees interactive opportunities to hone their customer service skills (i.e., role playing). Provide logistical support to ensure they are clearly communicated, well attended, and properly executed.
• Drive Performance: Act as a player-coach, providing real-time, one-on-one feedback and mentoring to address skill and performance gaps. Conduct routine audits to ensure hospitality standards are implemented consistently, and take action to retrain and uplevel teams when reviews fall below established parameters.
• Refine Programs: Collect and synthesize learner feedback, and use results to provide input into the design & iteration of additional training content.
• Build Culture & Engagement: Help design & execute in-person service campaigns that incentivize and reward building teams for delivering great hospitality. Act as a cultural ambassador for all of our managed buildings, ensuring that teams are inspired, cared for and motivated to create amazing experiences for our customers.

You’ll Love This Role If:

• You are driven by the success of others and thrive on seeing employees grow.
• You’re known as an engaging and inspiring presenter who enjoys facilitating group interactions.
• You excel at building authentic relationships and leveraging them to drive behavioral change and better outcomes.
• You are highly skilled at providing immediate, balanced, and sometimes challenging feedback to hold others accountable.
• You can quickly identify what motivates people, and effectively pull the appropriate levers to get desired results.

This Role Isn’t For You If:

• You prefer instructional design & content development over in-person facilitation.
• You expect an LMS platform to be the primary method of learning delivery. 
• Sharing feedback face-to-face in real-time makes you feel uncomfortable.
• You are looking to build and/or facilitate training on typical centralized HR topics (e.g., benefits, compensation, core leadership, or compliance). This role is strictly focused on hospitality, customer experience, and building operations.

What You Bring to the Table:

We hire for skills over pedigree, but the strongest candidates will:

• Experience: Have 3–5 years of experience delivering in-person training in a high-touch, service-centric environment (hospitality, retail, etc.).
• Focus: Demonstrate an emphasis on employee recognition as a key component for stickiness and retention.
• Audience: Be fluent in working with learners from diverse backgrounds and all experience levels – but especially entry-level, customer-facing employees.
• Mindset: Exude a passion for hospitality, customer experience, and creating memorable workplace experiences.
• Relationships: Excel at building strong authentic relationships and using them to create buy-in and deliver measurable results.
• Coaching: Demonstrate an ability to motivate teams across all performance levels using a variety of strategies.

Compensation:

The annual base compensation for this role ranges from $85,000-$100,000. The successful candidate's actual base compensation will be based upon a variety of factors, including but not limited to work experience, job-related knowledge, skills, and professional qualifications.

You will also be eligible for up to 10% of base salary in performance-related bonus pay.

Base and bonus compensation are just two components of Industrious’ total compensation package that may be available to employees.  Other great employee perks and benefits include heavily subsidized healthcare plans, generous paid time off, long-term incentive program, wellness programs, professional development grants, 401k plan, and many other benefits, subject to applicable eligibility criteria and company policies.

If your expected compensation falls outside of the given range, and you are still interested in working at Industrious, why not join our Talent Pipeline and be kept in the loop for all new opportunities that could be a good fit for your experience.