Learning and Development Manager

About the role

We are seeking an experienced and engaging Learning & Development Manager to lead the organization's training, employee development, leadership development, and learning strategy across our hospitality operations. The role is responsible for designing and delivering hospitality training programs, onboarding, service excellence, technical training, leadership development, compliance training, career development, and succession planning. The ideal candidate understands the unique learning requirements of hotels, resorts, hostels, restaurants, F&B, and guest-facing hospitality environments and can translate business and operational requirements into practical, engaging learning programs.

Key responsibilities

• Develop and implement the company's annual Learning & Development strategy aligned with business and operational objectives
• Conduct regular Training Needs Analysis (TNA) across departments and properties
• Design and deliver training programs covering guest service, hospitality standards, service excellence, guest experience, communication, complaint handling, and service recovery
• Own the hospitality employee onboarding and orientation process and develop structured new-hire induction and pre-boarding programs
• Design and implement leadership development programs for Supervisors, Managers, Department Heads, and future leaders
• Create and maintain training manuals, presentations, guides, SOP-based training materials, assessments, quizzes, videos, and e-learning content
• Deliver classroom, workshop, on-the-job, online, and blended learning programs
• Develop competency frameworks and role-based learning pathways
• Coordinate mandatory training programs including Health & Safety, Food Safety / HACCP, Fire & Life Safety, First Aid, Workplace policies, and Compliance and regulatory training
• Establish KPIs for learning and development programs and measure training effectiveness using assessments, feedback, operational performance, and business results

About you

• Bachelor's degree in Human Resources, Learning & Development, Organizational Development, Hospitality Management, Education, Business Administration, Psychology, or a related field
• Minimum 5–7 years of experience in Learning & Development, Training, Talent Development, or Hospitality Training
• Previous experience as Learning & Development Manager, Training Manager, L&D Manager, Talent Development Manager, or similar role
• Hospitality experience is strongly preferred, ideally within hotels, resorts, hostels, restaurants, or international hospitality groups
• Strong experience designing and delivering hospitality training programs
• Proven experience in leadership development, onboarding, service excellence, and competency development
• Strong facilitation, presentation, coaching, and communication skills
• Experience working with multicultural and multi-generational teams
• Knowledge of LMS, e-learning, digital learning, and training technologies
• Ability to travel between properties when required