Job Title: Learning & Development Manager
Department: Human Resources
Reports To: Director of Human Resources
Job Overview
The Learning & Development Manager is responsible for creating, delivering, and evaluating training and professional development initiatives that elevate the skills, knowledge, and performance of all resort team members. This role plays a vital part in supporting the resort’s commitment to exceptional guest experiences by fostering a culture of continuous learning, service excellence, and employee engagement.
Key Responsibilities
- Develop and manage a comprehensive training strategy aligned with organizational goals and luxury hospitality standards (Forbes, AAA, QA).
- Conduct training needs analyses using guest feedback, performance metrics, employee surveys, and operational data.
- Design, facilitate, and evaluate engaging programs, including new hire orientation, leadership development, service excellence, compliance, and technical skills training.
- Oversee and support the Train-the-Trainer program, coordinating regular meetings, providing resources, and guiding department trainers to ensure consistency and effectiveness.
- Create and distribute monthly training calendars and newsletters, highlighting professional development opportunities and upcoming sessions.
- Partner with department leaders to design job-specific training programs that improve operational performance and guest satisfaction.
- Monitor program effectiveness through KPIs, feedback, and post-training assessments.
- Provide guidance on Performance Improvement Plans (PIPs) and Individual Development Plans (IDPs), ensuring accurate tracking and compliance with internal procedures.
- Support succession planning and career development initiatives, including leadership pipelines and mentoring programs.
- Ensure all learning programs reflect brand values, organizational culture, and luxury service standards.
- Maintain training documentation and records to ensure compliance with regulatory and internal requirements.
- Act as a role model, consistently demonstrating professionalism, integrity, and a commitment to continuous improvement.
- Conduct regular check-ins with interns (e.g., J-1 participants) to ensure alignment with development plans, while coordinating cultural activities that enrich their experience.
- Assist with planning and executing employee engagement activities such as team-building events, recognition initiatives, and annual celebrations.
Qualifications
- Bachelor’s degree in Hospitality, Human Resources, Business, or related field (Master’s preferred).
- 3–5 years of experience in learning & development, training, or hospitality leadership.
- Strong knowledge of luxury hospitality service standards (Forbes, AAA, QA).
- Excellent facilitation, presentation, and communication skills.
- Ability to design innovative training solutions that cater to diverse learning styles.
- Strong organizational, analytical, and project management abilities.
- Proficiency in Microsoft Office Suite; experience with Learning Management Systems (LMS) preferred.
- Must be legally authorized to work in the United States - no work permit provided.
Key Attributes
- Inspiring leader and coach with a passion for developing others.
- High emotional intelligence, professionalism, and cultural sensitivity.
- Results-oriented with a focus on guest satisfaction and employee engagement.
- Adaptable, innovative, and solution-driven in a dynamic resort environment.
- Creative mindset with the ability to inspire and motivate team members across diverse backgrounds.
