Learning and Development Manager

Duties & Responsibilities

• Lead the execution of property-wide learning and development programs, including Forbes Five-Star training, new hire orientation, compliance training, and leadership development.
• Ensure all colleagues understand and embody luxury hospitality service standards, aligning training programs with Forbes Five-Star expectations.
• Assess training needs and curate relevant content, such as training manuals, digital resources, and instructional videos, to support colleague growth.
• Facilitate engaging and interactive training sessions using various methods, including in-person workshops, e-learning modules, and on-the-job coaching.
• Ensure all colleagues receive essential compliance training, including safety, ethics, and legal requirements.
• Collaborate with department managers to create a monthly departmental learning and development action plan and calendar.
• Work closely with department heads to tailor training programs that enhance operational performance and guest service excellence.
• Aid in implementing the service aspect of departmental action plans, particularly SOP-related trainings, primarily on a one-to-one basis but also in group settings.
• Maintain clear communication with senior leaders and department managers regarding training initiatives and colleague progress.
• Support career growth and retention efforts by establishing development paths for colleagues aspiring to leadership roles.
• Monitor guest and colleague feedback, including Forbes and internal quality audits, to continuously improve training effectiveness.

Required Skills & Experience

• Bachelor’s degree in Human Resources, Hospitality, Business Administration, or a related field (preferred).
• 3+ years of experience in Learning & Development, Human Resources, or Training roles, preferably in luxury hospitality.
• Strong facilitation, coaching, and presentation skills.
• Experience in a Forbes-rated property or a deep understanding of Forbes Five-Star standards is highly preferred.
• Excellent communication and interpersonal skills to engage employees at all levels.
• Strong organizational and time management skills, with the ability to balance multiple training initiatives.
• Proficiency in Microsoft Office and e-learning platforms.

Physical Requirements

• Ability to stand, walk, and move around the property for extended periods (up to 8 hours per shift).
• Capability to lift and carry materials, training equipment, or presentation tools (up to 25 lbs).
• Strong vision for reading documents, using computers, and assessing training materials in both digital and print formats.
• Ability to speak clearly and project voice for training sessions in large and small group settings.
• Manual dexterity to operate a computer, handle paperwork, and utilize multimedia training tools effectively.