The Learning & Development Manager is responsible for designing, implementing, and managing comprehensive learning strategies to enhance employee capabilities, service excellence, leadership development, and operational performance. The role ensures that all associates are equipped with the knowledge, skills, and behaviours required to deliver exceptional guest experiences in line with luxury hotel standards.
Key Responsibilities
Develop and implement the annual Learning & Development strategy aligned with hotel business objectives.
- Conduct training needs analysis in coordination with department heads and management.
- Create and manage the annual training calendar covering operational, behavioural, compliance, and leadership programmes.
- Identify skill gaps across departments and design targeted learning interventions to address organisational priorities.
- Oversee the delivery of all training programmes, ensuring quality, consistency, and alignment with luxury hospitality standards.
- Facilitate or coordinate delivery of induction, technical, and soft skills training for all employee levels.
- Develop and deliver specialised training in guest service excellence, cultural sensitivity, and luxury service standards
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- Recruit, train, and develop internal trainers and subject matter experts to support learning delivery.
- Provide ongoing coaching and support to training facilitators to maintain programme quality and effectiveness.
- Evaluate the effectiveness of learning programmes through assessments, feedback, and performance metrics.
- Monitor training outcomes and adjust programmes based on evaluation results and changing business needs.
- Manage learning management systems (LMS) and training documentation to ensure accurate record-keeping and compliance.
- Administer training budgets and manage learning resources efficiently.
- Design and implement leadership development programmes for supervisory and management staff.
- Support succession planning and employee retention through targeted development opportunities.
- Ensure all mandatory compliance training is delivered and documented in accordance with regulatory requirements.
- Prepare regular reports on training metrics, participation rates, and programme impact for senior management.