Training & Talent Development Professional
Send a job offer directly to this candidate
Experienced Training & Talent Development Professional with extensive background in luxury hospitality operations across the U.S., Europe, Latin America, Caribbean, and Asia. Specialized in conducting audits, mystery shops, evaluations, and designing customized training curricula. Expertise in assessing service standards, analyzing operations from a guest perspective, and delivering detailed, actionable insights.
Proficient in conducting discreet, unbiased, and professional evaluations to elevate guest experience and operational excellence.
Training & Talent Development Professional - HT&T Services, Ltd. - Miami, FL
(2006-01)
Provide strategic consulting and operational support to luxury hotels, resorts, restaurants, and retail brands in the U.S., Latin America, Caribbean, and Europe. Conduct needs assessments, surveys, interviews, and evaluations to identify opportunities, design customized training curricula, agendas, and SOPs. Conduct audits, mystery shops, and KPI reviews to track performance, create action plans, and ensure consistent delivery of luxury service standards.
Collaborate with management and teams to develop internal trainers, deliver performance coaching, monitor guest satisfaction, and implement succession and engagement initiatives to improve operational results.
Training & Human Resources Manager - Provident Doral at The Blue (under HT&T contract) - Doral, FL
(2018-01 - 2023-01)
Served as Interim Training & HR Manager for a four-star resort with 150 team members, designing and delivering onboarding, training programs, coaching sessions, and recognition initiatives across eight properties. Oversaw HR operations including policy and procedure development, recruitment, employee relations, conflict resolution, exit interviews, compliance with labor and safety regulations, diversity and inclusion initiatives, KPI tracking, and departmental budgeting.
Training Manager, Latin America & Caribbean Regions - Burger King Corporation - Miami, FL
(2001-01 - 2006-01)
Managed training support for franchise operations across the Caribbean, Central and South America, Mexico, and Brazil, ensuring brand consistency, product quality, and customer service standards. Conducted field visits, developed market-specific training strategies, and supported deployment of corporate programs. Promoted in 2004 to oversee regional training alignment with U.S. corporate standards, leading development and rollout of training courses, materials, and systems; completed annual trainer performance reviews and collaborated with senior leadership on objectives, budgets, and program alignment.
Training & Quality Manager - Doral Golf Resort & Spa (KSL) - Doral, FL
(1999-01 - 2001-01)
Directed training initiatives for a five-star resort and spa with 700+ rooms, cultivating a culture of exceeding guest expectations. Conducted departmental evaluations, internal surveys, and audits to identify opportunities and deliver tailored training programs for executives, managers, supervisors, and team members. Supported luxury retail brand training on-property, developed corporate-wide curricula, ensured compliance with training programs, maintained documentation, and conducted quarterly assessments to guide ongoing development.
Senior Training Specialist, Instructional Material Designer, & Int'l. Market Developer - Hospitality Services of America - Pembroke Pines, FL
(1996-01 - 1999-01)
Designed and delivered training programs for luxury hotels, resorts, restaurants, clubs, and retail stores in the U.S. and international markets. Coached staff and provided follow-up programs to maintain high standards. Delivered customized workshops and training to luxury brands including The Plaza Hotel, The Breakers Palm Beach, The Boca Raton, Tiffany & Co., Reinhold Jewelers, Hugo Boss, and The Drake Hotel.
Rooms Division Manager/ Interim General Manager - The Savoy Resort - Miami, FL
(1994-01 - 1996-01)
Managed Rooms Division operations (Front Office, Bell Staff, Reservations, Housekeeping) and developed training programs based on operational assessments. Negotiated vendor contracts and collaborated on sales and marketing initiatives. Promoted to Interim GM overseeing all operational and financial performance, recruitment, onboarding, staff development, and service consistency improvements.
Director of Operations & Call Centers - Air Jamaica Vacations - Miami, FL
(1993-01 - 1994-01)
Opened and managed three call centers supporting travel partners, collaborating with hotels and sales teams to develop vacation packages. Supported managers with recruitment, training programs, goal setting, and budget oversight.
Reservations Call Center Manager - Williams Hospitality - San Juan, Puerto Rico
(1991-01 - 1993-01)
Managed a team supporting three four- and five-star resorts, overseeing operations, KPIs, and customer satisfaction. Developed QA standards, trained staff, analyzed guest inquiries, and collaborated with Revenue Management and Sales teams.
Management Training Program - Caribe Hilton - San Juan, Puerto Rico
(1990-01 - 1991-01)
Completed a one-year management training program rotating through all departments, focused on Front Desk and Reservations. Supported professional development for staff in luxury in-house boutiques (Tiffany, Gucci, local luxury brands) and completed a three-month HR rotation focused on recruitment and talent acquisition.
B.S. - Hospitality Management - Florida International University
