Learning and Development Manager

Overview

Job Title : Learning & Development Manager

Department : Human Resources

Reports To : Director of Human Resources

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 supports 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

Key Attributes

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