Requirements
Develop and deliver hotel training programs aligned with corporate goals and industry standards, covering topics like harassment-free workplace, diversity, new team member orientation, leadership, and service. Conduct training needs analysis with department heads and senior management, identify skill gaps, and design/develop training programs, workshops, and learning resources. Facilitate training sessions for employees at all levels, implement career development initiatives, mentorship programs, and succession planning. Assess training effectiveness through evaluation metrics and reports, and maintain records of training activities. Stay updated on industry trends and best practices in training and development. Collaborate with the Quality Manager to enhance luxury service standards using Forbes Travel Guide principles. Previous Learning & Development experience, preferably in a managerial or leadership role, and experience in luxury hospitality, hotels, resorts, restaurants, or customer-centric service environments are required. Experience developing and implementing service excellence programs and culture transformation initiatives, familiarity with Forbes Travel Guide standards, and proven ability to design and facilitate leadership, customer service, and behavioral skills training programs are highly preferred. Strong project management, stakeholder management, and communication skills, with excellent presentation, coaching, and facilitation skills. Proficiency in Microsoft Office Suite is required, with experience in digital learning platforms being an advantage. Fluent English communication skills are essential.
Description
Job DescriptionExceptional Hospitality Starts with YouPicture yourself brightening someone's day. When you join our Hotels team, that's exactly what you'll do every time you come to work! As a Learning & Development Manager, you're not just managing training initiatives for hotel team members – you're spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.ResponsibilitiesHere's what you'll do during a typical day:Develop training programs: Design, plan, and deliver hotel training programs in alignment with corporate goals and industry standards, inclusive of topics such as harassment-free workplace, diversity, new team member orientation, leadership, and service Collaborate with department heads and senior management to conduct training needs analysis.Identify skill gaps and training priorities across different departments.Design and develop training programs, workshops, and learning resources to address needs.Create training materials, presentations, and manuals as required.Ensure training programs align with the hotel's goals, values, and standards. Facilitate and or coordinate training sessions for employees at various levels, including orientation programs, soft skills training, and technical training.Utilize a variety of training methods and techniques to engage learners and maximize learning outcomes.Implement career development initiatives, mentorship programs, and succession planning strategies to support employee growth and retention.Provide coaching and guidance to employees seeking professional development opportunities.Assist in setting performance goals and objectives for employees.Establish evaluation metrics and methods to assess the effectiveness of training programs.Analyze training data and prepare reports on training effectiveness and return on investment.Ensure training programs comply with relevant regulations and hotel standards.Maintain accurate records of training activities and employee certifications.Keep updated on the industries trends, best practices, and emerging technologies in training and development.Introduce innovative approaches to training delivery and employee development.Provides on-going coaching and guidance for departmental trainers to ensure consistency of quality training for all team members Collaborate with the Quality Manager to lead the development, implementation, and continuous enhancement of luxury service standards across the organization, leveraging Forbes Travel Guide principles and best practices to elevate guest experience, service culture, and operational excellence. QualificationsWhat It Takes to Make the StayAt Hilton, Our Core Values Define What It Takes To Succeed Here And Guide The Qualities We Look For In Every Team MemberA passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact Previous Learning & Development experience, preferably in a managerial or leadership role. Previous experience within luxury hospitality, hotels, resorts, restaurants, or customer-centric service environments. Experience developing and implementing service excellence programs and culture transformation initiatives. Familiarity with Forbes Travel Guide standards, luxury guest experience principles, or equivalent luxury service frameworks is highly preferred. Proven ability to design and facilitate leadership, customer service, and behavioral skills training programs. Strong project management, stakeholder management, and communication skills. Excellent presentation, coaching, and facilitation skills. Proficiency in Microsoft Office Suite; experience with digital learning platforms is an advantage. Fluent English communication skills, both written and verbal. About UsJoin an Award-Winning Workplace CultureAt Hilton, we don't just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we've welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.Our award-winning culture has earned us repeated recognition on the World's Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands , and a company-wide commitment to providing the best stay for every guest, we're setting new standards for the future of travel.Whether you're starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.Curious about life at Hilton Explore our Careers Blog to see why we're more than a great place to stay—we're a great place to work.About The TeamHow We'll Help You ThriveBenefitsAt Hilton, the hospitality we're known for doesn't end with our guests. We proudly invest in our Team Members wellbeing, supporting you through all of life's moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world-class hotels through our Go Hilton travel programPaid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parentsCrisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional careMental health resources – Your wellbeing comes first. Through our Care for All hub, we provide resources to help our Team Members to care for themselves and their loved ones. In many countries, eligible Team Members receive free counseling and support through our Employee Assistance Program (EAP).Benefits availability may vary depending on Team Member's location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.