Learning & Development Manager

The Learning & Development (L&D;) Manager is responsible for developing, implementing, and driving the hotel's learning, training, talent development, and organizational culture initiatives during the pre-opening phase and beyond. This role plays a critical part in building a highly skilled, service-oriented, and engaged workforce by ensuring all team members are fully trained, certified, and aligned with the hotel's brand standards prior to opening.

The L&D; Manager will partner closely with department heads to create a culture of continuous learning, operational excellence, guest-centric service, and leadership development while ensuring compliance with statutory, safety, and brand requirements.

Key Responsibilities

1. Pre-Opening Training Strategy & Planning

• Develop and execute the overall pre-opening learning and development roadmap.
• Create a detailed pre-opening training calendar covering all hotel departments.
• Identify training needs for each department based on manning plans and operational requirements.
• Coordinate with corporate and brand learning teams to implement mandatory brand training programs.
• Establish learning systems, policies, procedures, and training documentation before hotel opening.
• Prepare pre-opening learning budgets and track training expenses.
2. New Hire Orientation & Onboarding

• Design and deliver impactful induction and orientation programs for all new employees.
• Ensure all colleagues understand:• Brand values
• Vision and mission
• Hotel culture
• Service standards
• Code of conduct
• Safety and security procedures

• Conduct regular onboarding feedback sessions.
• Monitor onboarding effectiveness and employee integration.
3. Departmental Skills Training

• Partner with department heads to identify technical and operational skill requirements.
• Develop training modules for:• Front Office
• Housekeeping
• Food & Beverage Service
• Culinary
• Engineering
• Security
• Finance
• Sales & Marketing
• Reservations
• Spa and Recreation

• Ensure Standard Operating Procedures (SOPs) are embedded within training programs.
• Conduct training needs analysis and competency assessments.
4. Brand Standards & Service Excellence

• Lead all hotel service culture initiatives.
• Facilitate brand immersion and service excellence programs.
• Ensure all employees are certified on:• Brand standards
• Luxury/service culture expectations
• Guest engagement practices
• Quality assurance requirements

• Conduct service audits and mystery guest readiness assessments before opening.
• Drive consistent delivery of guest experience standards.
5. Compliance, Safety & Mandatory Training

• Manage mandatory certifications and compliance training programs.
• Ensure completion and tracking of:• Fire Life Safety (FLS)
• POSH (Prevention of Sexual Harassment)
• Food Safety & Hygiene
• First Aid
• Health & Safety
• Information Security
• Security Awareness
• Emergency Response Procedures
• Local statutory training requirements

• Maintain accurate training records and audit documentation.
6. Leadership & Talent Development

• Support leadership capability building across all management levels.
• Design development programs for:• Supervisors
• Assistant Managers
• Department Heads
• High-Potential Employees

• Facilitate coaching and mentoring initiatives.
• Support succession planning and career development frameworks.
• Drive Individual Development Plans (IDPs).
7. Learning Management Systems (LMS)

• Administer and maintain the hotel's Learning Management System.
• Track training completion, certifications, and compliance status.
• Generate monthly learning reports and dashboards.
• Ensure training records remain audit-ready.
• Drive digital learning adoption and e-learning engagement.
8. Pre-Opening Operational Readiness

• Coordinate training schedules aligned with project timelines.
• Ensure all associates are trained before operational activation.
• Support:• Mock drills
• Dry runs
• Trial stays
• Soft opening activities
• Brand audits
• Readiness assessments

• Measure training effectiveness and readiness scores.
9. Employee Engagement & Culture Building

• Partner with People & Culture to build a strong employer brand and workplace culture.
• Conduct engagement workshops and culture sessions.
• Support employee recognition programs.
• Facilitate communication forums and team-building activities.
• Promote diversity, inclusion, and colleague wellbeing initiatives.
10. Training Administration & Reporting

• Prepare monthly training reports and KPI dashboards.
• Track:• Training hours per employee
• Compliance completion rates
• Certification status
• Training effectiveness scores
• Guest service improvements

• Present training insights to the Executive Committee.
• Develop annual training plans and budgets.
Key Performance Indicators (KPIs)

• 100% pre-opening training completion.
• Brand certification compliance.
• Training hours per employee.
• New hire onboarding effectiveness.
• Employee engagement scores.
• Guest satisfaction improvements attributable to training.
• Audit and compliance scores.
• Leadership development participation and success rates.
• Learning management system utilization.
• Training budget adherence.

Function: Customer Service
Experience Level: Mid-Senior Level