Learning & Development Manager

Responsibilities

• Here’s what you will do during a typical day:
• Develop training programs: Design, plan, and deliver hotel training programs in alignment with corporate goals and industry standards, inclusive of topics such as harassment-free workplace, diversity, new team member orientation, leadership, and service.
• Support the hotel renovation journey: Develop and coordinate learning initiatives that support team members throughout the different phases of the hotel renovation, ensuring they remain informed, engaged, motivated, and prepared for operational changes.
• Prepare teams for the renovated hotel: Partner with hotel leadership and department heads to identify new skills, service behaviors, operational knowledge, and training requirements resulting from renovated facilities, new concepts, guest touchpoints, and ways of working.
• Drive pre-opening and relaunch readiness: Develop and execute training plans ahead of the reopening of renovated areas, including service simulations, departmental training, product knowledge, guest journey training, and other readiness activities to ensure teams are fully prepared from day one.
• Embed the new guest experience: Following renovation, ensure new service standards, concepts, and operational practices are successfully embedded through continuous coaching, refresher training, observation, and follow-up.
• Support change and team engagement: Act as a learning and culture partner throughout the transformation, helping leaders communicate change effectively and supporting team members in adapting positively to the hotel’s new chapter.
• Monitor and review performance: Conduct meetings with department managers, trainers, and team members to review performance trends, develop action plans, and recognize achievements.
• Deliver continuous improvement: Assess existing training initiatives, identify opportunities for enhancement, and recommend solutions to address specific department needs.