Learning and Development Manager

POSITION SUMMARY

The Learning & Development (L&D) Manager is responsible for designing, implementing, and sustaining learning initiatives that strengthen the capabilities of employees. The role ensures operational excellence and service quality through competency-based training programs, leadership development, and continuous learning strategies.

The L&D Manager works closely with property leadership teams, HR partners, and department heads to ensure that all training interventions align with hotel service standards, operational requirements, and organizational strategies.

DUTIES AND RESPONSIBILITIES

Training Strategy and Planning

• Develops the annual Learning & Development roadmap aligned with organizational goals and hotel operational needs
• Conducts Training Needs Analysis (TNA) across departments and partner hotels
• Recommends learning priorities based on skill gaps, performance data, guest feedback, and business direction
• Ensures training plans support both immediate operational needs and long-term organizational capability building

Learning Program Design and Development

• Designs training curricula for various departments and hotel functions (Front Office, F&B, Housekeeping, Sales, Admin, etc.)
• Creates training modules, manuals, e-learning content, and competency frameworks
• Ensures training materials align with brand/service standards and global hospitality best practices
• Collaborates with subject matter experts and property trainers to maintain accuracy and consistency of training materials

Performance and Service Quality Improvement

• Utilizes survey results, audit outcomes, guest satisfaction reports, and performance metrics to update training programs
• Works with Department and Sector Heads to implement service improvement plans
• Drives a culture of continuous learning, coaching, and development
• Provides insights and actionable recommendations to address performance gaps across properties

Organizational Development Support

• Supports talent management initiatives such as leadership development, succession planning, and competency assessments
• Assists with employee engagement programs, climate surveys, and performance appraisal implementation
• Participates in organizational projects such as policy development, change management, and culture-building initiatives

Compliance and Standardization

• Ensures all training programs meets regulatory, hotel brand, and organizational standards
• Establishes and maintains standardized L&D documentation, training records, and reporting tools across properties

COMPETENCIES

• Excellent facilitation, presentation, and communication skills
• Knowledge of hospitality service standards and departmental hotel operations
• Customer-focused mindset with awareness of hotel service standards and guest experience expectations
• Strong understanding of L&D methodologies, including TNA, training design principles, adult learning theories, and evaluation frameworks
• Ability to create training manuals, e-learning content, and engagement programs.
• Proficiency in MS Office, Learning Management Systems (LMS), and digital learning tools.
• Strong project management, data analysis, and reporting skills

EDUCATION

• Bachelor's degree in Human Resources, Psychology, Hospitality Management, Business Administration, or related field
• Master's Degree or postgraduate studies in HR, OD, or Training is an advantage

EXPERIENCE

• Minimum 5–7 years experience in Learning & Development or Organizational Development
• At least 3 years in a managerial or supervisory L&D role, preferably in the hospitality or service industry
• Strong background in training design, facilitation, and competency development