Description

Job Title: Training Manager

Department: Talent & Culture

Company: Green Coast Hotel- MGallery Collection (Accor)

Reports To:  Talent & Culture Manager

Position Summary

The Training Manager is responsible for cultivating a distinctive, meaningful, and personalized guest experience in line with MGallery’s brand promise: “Inspired by Her” and “Memorable Moments.” The role ensures all Heartists® are trained to deliver refined, authentic, and story-driven service while fully complying with Accor luxury standards and local regulations.

Key Responsibilities

• Design and implement the annual training plan aligned with MGallery brand standards, Accor Academy, and hotel business goals.
• Translate MGallery’s storytelling, cultural identity, and luxury positioning into engaging training programs.
• Ensure full deployment of Accor mandatory and brand-specific learning initiatives.
• Lead onboarding and brand immersion programs for new Heartists®, emphasizing MGallery’s unique story and service rituals.
• Facilitate luxury service excellence, emotional intelligence, guest personalization, and soft-skills training.
• Coordinate operational training with department heads to ensure consistent service quality.
• Ensure Heartists® understand and live the MGallery guest journey, signature moments, and brand touchpoints.
• Prepare teams for brand audits, LQA/Forbes standards, and guest satisfaction excellence.
• Continuously elevate service culture through creative and experiential learning methods.
• Support leadership and succession development for supervisors and managers.
• Coach leaders on effective on-the-job training and performance coaching.
• Promote a culture of continuous learning, engagement, and empowerment.
• Ensure compliance with Accor policies, health & safety, and local labor regulations.
• Maintain accurate training records in Accor learning platforms.
• Prepare training metrics, reports, and action plans based on audit results and KPIs.
• Partner closely with Department Heads to identify training needs and schedule programs.
• Manage the training budget efficiently and coordinate external facilitators as required.
• Support pre-opening, renovation, or rebranding training initiatives when applicable.

Qualifications

• Minimum 3–5 years of Learning & Development or Training experience in a luxury or lifestyle hotel.
• Bachelor’s degree in Hospitality Management, Human Resources, Education, or related field.
• Experience within Accor, MGallery, or an international luxury brand is highly desirable.
• Certified Trainer 

Skills & Competencies

• Strong facilitation, storytelling, and engagement skills.
• Excellent communication skills in English (additional languages preferred).
• Deep understanding of boutique luxury service and personalized guest experiences.
• Creative mindset with strong organizational and analytical abilities.
• Proficiency in LMS platforms and Microsoft Office.
• Passion for people development and living the Heartist® culture.

Additional Info

Work Conditions:

Green Coast Hotel-MGallery Collection is an equal opportunity employer that offers a professional and dynamic work environment, an attractive compensation and benefits package, and opportunities to develop your professional potential fully.

Application deadline: 28.02.2026

* All applications will be treated with strict confidentiality according to the law No. 9887 set by the Albanian Parliament for the "Protection of Personal Data".

* Only shortlisted candidates will be contacted.

Company Description

Green Coast Hotel - MGallery Collection, part of BALFIN Group is a unique hotel offering a luxurious escape along the pristine shores of Caesar’s Beach with crystal-clear Ionian waters with 131 elegantly designed guest rooms including 4 luxury & 1 presidential suite, modern architecture, and a focus on sustainability. The hotel includes various F&B spaces consisting in an à la carte restaurant, a destination lobby bar, a pool bar with direct access to the beach area, meetings, Conference & Exhibition spaces consisting in 2 meetings rooms with a total capacity of up to 100 guests welcoming corporates & institutions to organize high-level events of the same certified standards as anywhere else in Europe. Also, well-being spaces, including an infinity heated outdoor pool, a SPA, gym & fitness spaces & a private-beach area.

BALFIN Group is one of the most successful investment groups in the Western Balkans. Established in 1993, the Group today operates across Austria, Albania, Kosovo, Bosnia and Herzegovina, Croatia, North Macedonia, Switzerland, Montenegro, the Netherlands, Canada, and the United States of America.

Its diversified portfolio spans multiple sectors, including banking, real estate development, wholesale and retail, asset management, tourism, logistics, education, and entertainment. With a workforce of approximately 5,500 professionals, BALFIN Group continues to grow steadily, guided by strong business ethics, financial stability, innovation, and a long-term commitment to community impact through Mane Foundation.

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