MISSION:
The Learning and Development Manager will lead the creation, management, and execution of employee development programs that enhance the skills, performance, and engagement of hotel staff.
This role is responsible for identifying training needs, developing content, and ensuring the hotel’s workforce is equipped to deliver exceptional guest experiences.
The L&D Manager plays a key role in driving a culture of continuous learning, helping staff at all levels to grow in their roles and contribute to the hotel’s overall success.
Key Responsibilities:
* Training Strategy Development: Develop and implement a comprehensive learning and development strategy that aligns with the hotel’s goals and objectives, focusing on enhancing guest service, operational excellence, and employee engagement.
* Training Needs Analysis: Conduct assessments to identify skills gaps across various departments (front desk, housekeeping, food & beverage, management, etc.), and design targeted learning solutions to address these needs.
* Program Design & Delivery: Create, coordinate, and deliver training programs, both in-house and with external partners. This includes leadership development, guest service excellence, onboarding, compliance training, and technical skills.
* Onboarding & Orientation: Manage and improve the onboarding process for new hires, ensuring they have a smooth transition into their roles and understand the hotel's standards, policies, and values.
* Leadership & Talent Development: Design leadership development programs to prepare supervisors and managers for future roles, focusing on skills such as team management, conflict resolution, and strategic thinking.
* Evaluate Training Effectiveness: Monitor and measure the effectiveness of training initiatives through feedback, performance metrics, and post-training evaluations. Adjust programs based on insights to ensure continuous improvement.
* Compliance Training: Ensure compliance with local labor laws, health and safety regulations, and hotel policies. Organize mandatory training sessions, such as health and safety, data protection, and harassment prevention.
* Learning Technologies & Tools: Introduce and leverage learning management systems (LMS), e-learning platforms, and other digital tools to deliver training in a flexible and scalable way.
* Coaching & Mentoring: Work closely with department heads and supervisors to coach employees, offer personalized development plans, and foster a culture of continuous learning.
* Stakeholder Management: Collaborate with senior management, HR, and department heads to ensure training initiatives meet business objectives and address operational needs.
* Budgeting: Manage the L&D budget, ensuring efficient use of resources and measuring ROI on training investments.
Qualifications:
Education:
* Bachelor’s degree in Human Resources, Organizational Development, Hospitality Management, or a related field. A Master’s degree or relevant certifications (e.g., CIPD, ATD) is a plus.
Experience:
* Minimum of 5-7 years of experience in learning and development, preferably within the hospitality or service industry. Prior experience in a hotel environment is highly desirable.
Skills:
* Strong knowledge of adult learning principles, instructional design, and training methodologies.
* Excellent communication, presentation, and facilitation skills.
* Ability to work with diverse teams and foster a collaborative work environment.
* Proven project management skills, with the ability to manage multiple projects simultaneously.
* Familiarity with e-learning platforms and learning management systems (LMS).
* Analytical mindset with the ability to assess training effectiveness and make data-driven decisions.
Personal Attributes:
* Strong leadership and influencing skills.
* Adaptable, creative, and proactive.
* Passion for hospitality and guest service excellence.
* Strong attention to detail and commitment to high standards.
Performance Metrics:
* Increased employee engagement and satisfaction through effective training.
* Improved guest satisfaction scores, particularly related to service quality.
* Reduction in employee turnover due to enhanced onboarding and development programs.
* Achievement of key training objectives within budget and timelines.
* Positive feedback from staff and managers on training content and delivery.
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