Director of Learning and Development

Role Overview

Learning Strategy and Impact

• Develop and execute a Learning and Development strategy aligned with business, guest experience, and employer branding objectives.
• Use learning analytics, operational KPIs, engagement metrics, guest satisfaction scores, and brand standards to identify opportunities.
• Establish ROI measures and communicate development impact to senior leadership.

Culture and Service Excellence

• Champion culture, values, colleague experience, engagement, inclusivity, belonging, recognition, and wellbeing.
• Lead culture transformation programs and foster curiosity, continuous improvement, and innovation.
• Lead the property's journey toward Forbes Travel Guide excellence.
• Design luxury service training and conduct observations, coaching, guest journey reviews, and culture audits.

Leadership Development

• Create development pathways for leaders at all levels.
• Drive succession planning, talent acceleration, mentoring, coaching, career growth, and internal talent pipelines.
• Support future leadership readiness.

Learning Experience Design

• Introduce micro-learning, gamification, interactive workshops, digital learning platforms, experiential learning, peer-to-peer learning, and AI-assisted learning.
• Continuously explore modern learning trends and innovative engagement methods.

Data and Performance Analytics

• Use workforce analytics and business intelligence to identify patterns and opportunities.
• Build dashboards measuring learning effectiveness, completion, promotions, retention, engagement, guest satisfaction impact, and Forbes performance.
• Present actionable insights to leadership.

Talent and Employer Brand

• Champion career development and position the hotel as an employer of choice.
• Partner with operations to attract, develop, and retain talent.
• Support graduate programs, internships, management trainees, and high-potential development initiatives.

Preferred Background

• Minimum three years of Learning and Development leadership experience within luxury hospitality is preferred.
• Experience in Forbes Five-Star, luxury resort, ultra-luxury hotel, or luxury lifestyle brands is preferred.
• Strong exposure to multicultural and diverse work environments is preferred.
• Experience leading culture enhancement, engagement, and transformation projects is preferred.
• Experience managing learning technologies and digital learning platforms is preferred.

Success Measures

• Learning is viewed as a strategic business driver and colleagues feel engaged, inspired, and continuously developed.
• Internal talent pipelines and leadership capability strengthen.
• Guest satisfaction and service excellence improve, with progress toward Forbes Travel Guide five-star certification.