Job Description
The Training & Content Supervisor of Owner Services – Asia is responsible for leading the training strategy and execution for the Club & Owner Services Asia team. This role ensures that all team members are equipped with the knowledge, skills, and tools to deliver exceptional service to Japanese and Korean Club Members, in alignment with H.I.L.T.O.N. values.
Key Responsibilities:
Design, implement, and oversee onboarding and continuous training programs for Club Counselors and support staff
Evaluate training effectiveness and adjust programs based on performance data and feedback
Collaborate with Team Leaders and Supervisors to identify skill gaps and training needs
Develop and maintain training materials, manuals, and digital learning content
Ensure the accuracy and accessibility of the knowledge base and job aids
Coordinate with the Global Training Team (e.g., Orlando HQ) to localize and roll out global training initiatives
Coach and mentor trainers and team leads to ensure consistent delivery of training content
Support performance improvement plans through targeted learning interventions
Assist in recruitment and onboarding of new hires by providing training support
Prepare training reports and analyze data to inform leadership decisions
Other Duties:
Support any reasonable requests from management aligned with departmental goals
Perform other related duties as assigned
Required Qualifications:
Minimum 5 years of experience in training, learning & development, or customer service operations
At least 2 years of experience in a training leadership or supervisory role
Strong communication skills in Japanese and English (verbal and written)
Experience designing and delivering training in both classroom and virtual environments
Strong coaching, facilitation, and presentation skills
Ability to manage multiple projects and deadlines
Experience working in multicultural or multilingual environments is a plus
Eligible to work in Japan
Preferred Qualifications:
Professional customer service experience preferably in an inbound call center environment