Company Description
No1 Lounges is an award-winning operator of pay-to-use airport lounges, serving over two million passengers annually. With locations in Birmingham, Gatwick, Heathrow, Jersey, and Luton, it operates four unique lounge brands: No1 Lounges, Clubrooms, My Lounge, and Club Aspire. Committed to making pre-flight lounging accessible to everyone, No1 Lounges offers stylish and inclusive premium experiences, regardless of ticket class or destination. The company fosters a culture of quality, customer service, and innovation, enriching travelers' journeys.
Purpose
The Learning & Development Manager is responsible for leading, planning, and governing all training and development activity across the lounge network. The role ensures that learning is consistent, high quality, and directly supports operational capability and the overall guest experience.
A key part of this position is the direct line management of the Learning & Development Coordinator. The L&D Manager provides strategic leadership, programme design, oversight, and performance management to ensure the function delivers effectively against business priorities.
The L&D Manager also acts as a key partner to the Operations and HR teams, leading the training strategy, designing development frameworks, and overseeing major learning initiatives
Key Responsibilities
Learning Leadership & Strategy
- Develop and deliver the annual L&D strategy and training roadmap to support business goals, operational requirements, and guest experience targets.
- Provide direct line management, coaching, and performance oversight to the L&D Coordinator, ensuring operational training is consistent, high quality, and aligned with strategic priorities.
- Oversee all learning content, ensuring accuracy, relevance, and consistency across lounges.
Operational Training Oversight & Quality
- Set standards and expectations for all operational training delivered by the Coordinator.
- Ensure the Coordinator is effectively executing induction, on the floor coaching, buddying, and compliance training.
- Monitor training quality through observation, colleague feedback, and service performance data.
Upskilling & Guest Experience Development
- Design programmes that improve guest service behaviours, product knowledge, and confidence across FOH and BOH teams.
- Identify capability gaps through data, audits, and operational insights; design targeted interventions accordingly.
- Lead continuous learning initiatives to elevate premium guest experience.
Onboarding & Induction Excellence
- Own the end to end onboarding framework, ensuring consistency across all lounges.
- Ensure the Coordinator executes operational delivery of inductions, L&D shifts, and Day 1 compliance completion, supporting where needed.
- Review onboarding quality regularly and make improvements based on performance trends.
Training Governance & Standards
- Maintain robust training governance, including the training matrix, competency frameworks, and quality assurance processes.
- Ensure competency assessments are completed to standard by the Coordinator.
- Evaluate the effectiveness of all training programmes and implement continuous improvements.
- Ensure all documentation meets audit requirements.
Stakeholder Collaboration
- Work closely with Lounge Managers, Operational Leadership, HR, and project teams to align training with business needs.
- Act as subject matter expert on service training, learning standards, and colleague capability.
Key Attributes
The Learning & Development Manager must demonstrate strong leadership capability, with the ability to coach, support, and develop their direct report. They should be a strategic thinker who can translate business needs into clear and practical learning plans, and a confident facilitator with a strong presence both on the floor and in structured learning environments. The role requires someone highly organised, with excellent planning and prioritisation skills, who is insight‑driven and analytical in their approach. They should bring a calm, credible, and supportive style to fast‑paced operational settings
Experience Required
Proven experience in Learning & Development within hospitality, travel, or customer service settings, with a demonstrated ability to design training programmes, learning frameworks, and capability‑building initiatives. This includes experience supporting operational change—such as refurbishments, new openings, and product rollouts—alongside a strong understanding of premium guest service expectation.
General
- This role is primarily site-based (80%), with 20% remote working and travel to our lounge as required.
- The successful applicant should have a minimum of 1 year’s recent experience in a Learning and Development role
- A team player, willing to support the business beyond the scope of their role
- Strong attention to detail and someone who enjoys training a large team
- Strong written and verbal communication skills
- Ability to work collaboratively in a fast-paced environment
- Strong organisational skills
- Happy to work independently or as part of a team
What's on offer
- Contract type: full time, permanent
- Reports to: Head of HR
- Salary: £45,00 + up to a 20% performance related bonus
- 33 days annual leave, inclusive of bank holidays
- Health Cash Plan
- Free employee lounge access, and discounted access for friends and family
- Company pension scheme
- Employee Assistance Programme (EAP)
