Job Summary:
The Director of Learning & Development and Regional Quality Manager will design, implement, and oversee a comprehensive learning and development strategy, ensuring that all employees across the hotel have access to high-quality training to maintain and improve service standards. The role focuses on driving a culture of continuous learning while also managing quality improvement initiatives to enhance guest satisfaction and operational performance.

Responsibilities:

• Develop and execute the hotel’s learning and development strategy aligned with service excellence and operational goals.
• Design and deliver training programs for all departments, including guest services, food & beverage, housekeeping, and leadership development.
• Conduct training needs assessments through consultations with department heads, performance reviews, and guest feedback.
• Manage the ongoing professional development of employees, focusing on hospitality-specific skills and leadership growth.
• Implement a variety of learning methods such as e-learning, workshops, on-the-job training, and mentorship programs.
• Track and evaluate the effectiveness of training programs through key performance indicators such as guest satisfaction, employee performance, and retention rates.
• Collaborate with the Vice President of Operations and the General Manager to foster a culture of continuous improvement.
• Lead and promote quality improvement initiatives across the hotel, ensuring understanding and application of quality tools to enhance service delivery.
• Provide leaders with performance reports and analysis, helping them meet or exceed performance goals related to guest satisfaction and operational standards.
• Monitor and manage the training budget, ensuring cost-effectiveness without compromising quality.
• Prepare monthly training expense reports and maintain a forecast of training activities.
• Champion continuous improvement in guest experience ratings and event satisfaction through targeted training and quality management.
• Train and guide employees on quality improvement tools and best practices, ensuring smooth adoption across departments.

Requirements:

• 7-10 years of experience in learning and development, with at least 5 years in a leadership role within the hospitality or luxury service industry.
• Strong expertise in designing and implementing tailored training programs, particularly in the service excellence domain.
• Proven leadership and coaching skills, with the ability to inspire and motivate employees at all levels.
• Excellent communication and interpersonal skills, capable of working collaboratively across various departments.
• Strong analytical abilities for performance monitoring and continuous improvement initiatives.
• In-depth knowledge of quality improvement methodologies and tools for enhancing service standards.

Level of Education:
Bachelor’s degree in Hospitality Management, Human Resources, or a related field; a Master’s degree or relevant certification is a plus.

Work Hours:
Full-time, with flexibility to accommodate training schedules and operational needs, including weekends and holidays.

Experience in Months:
Minimum 120+ months (10 years) of relevant experience in learning and development or quality management, with 60+ months (5+ years) in a leadership capacity.