Job Purpose:

The Learning & Development (L&D) Manager is responsible for planning, developing, and implementing effective learning strategies, training programs, and career development initiatives that enhance employee performance, service excellence, and guest satisfaction. The role ensures that all team members are equipped with the necessary skills, knowledge, and mindset to deliver exceptional hospitality standards in line with brand values.

Key Responsibilities:

1. Training & Development

Develop, implement, and monitor annual training plans for all departments.
Conduct training needs analysis in collaboration with department heads.
Design and deliver in-house training programs covering service excellence, leadership, product knowledge, and compliance.
Coordinate brand-standard training in alignment with corporate guidelines.
Evaluate training effectiveness and recommend improvements.

2. Talent Development & Succession Planning

Identify high-potential employees and design career progression programs.
Support succession planning and internal talent pipelines across all levels.
Facilitate leadership and soft-skills development workshops.

3. Performance & Learning Management

Support performance appraisal processes and link results with training needs.
Maintain accurate training records, reports, and KPIs for audits and HR metrics.
Manage Learning Management System (LMS) and ensure consistent usage across departments.

4. Compliance & Quality Assurance

Ensure all mandatory trainings (e.g., health & safety, HACCP, fire safety) are delivered on time.
Collaborate with HR and Operations to ensure training aligns with local labor laws and brand compliance.

5. Employee Engagement & Culture

Drive initiatives that foster a positive learning culture and continuous improvement.
Promote recognition programs and employee engagement activities.
Partner with department heads to reinforce brand values and service standards.

Qualifications & Experience:

Bachelor’s degree in Human Resources, Hospitality Management, or related field.
Minimum 3–5 years of experience in a Learning & Development role within the hospitality industry.
Certification in Training & Development (e.g., CIPD, AHLEI, or equivalent) preferred.
Proven experience designing and implementing training programs for hotel operations.
Strong understanding of luxury service standards and guest experience excellence.

Skills & Competencies:

Excellent communication and presentation skills.
Strong interpersonal and leadership abilities.
Analytical and result-oriented mindset.
Proficient in MS Office and Learning Management Systems (LMS).
Ability to multitask and manage multiple training projects simultaneously.

Key Attributes:

Passionate about people development and hospitality excellence.
Approachable, motivating, and inspiring personality.
Strong coordination and stakeholder management skills.

Confidential Government or Semi-government Entity

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Learning and Development Manager