Learning and Development Manager

Benefits

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At Minor Hotels, we always behave in the following way... We have pride in the work we do, how we present ourselves, and how we communicate with our guests and our colleagues. We use our initiative and always find the best way to solve a problem for a guest or a colleague. We work as a team with colleagues across all departments to deliver the highest quality of service on all occasions. We always think of new ways to surprise and delight our guests. We treat guests and colleagues with dignity and respect. Everyone is important. We hold ourselves to the highest standards of honesty and integrity. We are proud to represent our hotel and our country to guests from all over the world. WHY THIS JOB EXISTS To serve the needs of the business, our guests, and our colleagues by designing and implementing learning strategies, managing training programs, and developing Team Member skills and knowledge within an organization to improve operational efficiency. At Minor Hotels, we are proud to represent our hotel and our country to guests from all over the world. We treat our guests and our colleagues with respect, and work hard together to deliver the highest quality of service to all. KEY ROLES AND RESPONSIBILITIES Please note: this list is not exhaustive. Hotel team members continuously find new ways to support the business, delight guests, and collaborate with colleagues. Within this expectation, the key responsibilities for this position are: 1. Learning Strategy and Planning Strategic Learning Alignment Conduct annual and quarterly learning needs analyses (LNA) using data from guest satisfaction scores, performance reviews, operational metrics, skills gaps, and emerging business needs. Identify, prioritise, and validate capability gaps and communicate findings to the Hotel Leadership Team. Translate business goals, guest feedback (LQA, ReviewPro), and operational challenges into actionable learning strategies. Align all learning priorities to workforce planning, succession planning, and brand culture. Annual Learning Planning Lead the development of the hotel's annual Learning & Development plan and budget aligned to corporate goals, future skills, and strategic KPIs. Support Department Heads in crafting departmental learning/training plans and structured learning calendars. Integrate modern learning methodologies, including blended learning, microlearning, digital platforms, and experiential learning. Continuously track learning activities to ensure alignment with the annual plan and evolving business needs. Leadership Partnership Provide expert consultation to the Senior Leadership Team on learning interventions that directly drive business performance. Assess leadership capability needs and propose targeted development pathways (coaching, leadership workshops, external programs, e-learning) 2. Learning Management Learning Calendars & Execution Prepare and publish a monthly Hotel Learning & Development Calendar, ensuring visibility across all BOH areas. Ensure departmental training calendars are completed, communicated, and executed by Department Heads and Job Skills Coaches. Monitor the completion and quality of departmental on‑the‑job training, cross-training, and skills development. Delivery & Facilitation Design, customise, and deliver high-impact training programs using modern facilitation techniques (interactive workshops, digital modules, simulations, coaching circles). Conduct competency‑based assessments to evaluate skills transfer, behavioural change, and readiness for advancement. Facilitate brand-standard onboarding sessions to ensure new team members understand values, service culture, and operational expectations. Learning Compliance Ensure 100% completion of compliance and mandatory programs (health & safety, fire, brand standards, cybersecurity, code of conduct). Administer the Learning Management System (LMS) ensuring seamless access, course assignment, tracking, and reporting. Data & Measurement Provide monthly, quarterly, and annual learning analytics including participation, completion rates, skills gaps, and program effectiveness. Review operational KPIs, guest scores, and internal audit findings to identify learning priorities and measure impact. Evaluate training effectiveness using Kirkpatrick's model or similar frameworks. Quality & Standards Support Partner with leaders to enhance performance in quality assurance programs (LQA, ReviewPro, Mystery Audits, Guest Satisfaction). Align learning activities to brand identity, values, guest experience standards, and service excellence frameworks. 3. Building a Learning Culture Coaching & Capability Building Train, coach, and support Job Skills Coaches to deliver high-quality departmental training. Facilitate regular Job Skills Coach meetings to provide guidance, coaching techniques, and updates on learning priorities. Culture & Engagement Promote learning and development activities to maximise participation, motivation, and continuous learning.

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