Learning & Development Manager

Exceptional Hospitality Starts with You Picture 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 are not just managing training initiatives for hotel team members , you are spreading the light and warmth of hospitality by developing our people and helping them deliver memorable experiences for every guest.

This role will be particularly important as the hotel progresses through its renovation journey and into its next chapter. You will work closely with the leadership team and department heads to support our team members throughout the transformation, maintain engagement and service standards during renovation, and build the skills, confidence, and knowledge required for the successful relaunch and operation of the renovated hotel.

Responsibilities

• 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.
• Support the hotel renovation journey: Develop and coordinate learning initiatives that support team members throughout the different phases of the hotel renovation, ensuring they remain informed, engaged, motivated, and prepared for operational changes.
• Prepare teams for the renovated hotel: Partner with hotel leadership and department heads to identify new skills, service behaviors, operational knowledge, and training requirements resulting from renovated facilities, new concepts, guest touchpoints, and ways of working.
• Drive pre-opening and relaunch readiness: Develop and execute training plans ahead of the reopening of renovated areas, including service simulations, departmental training, product knowledge, guest journey training, and other readiness activities to ensure teams are fully prepared from day one.
• Embed the new guest experience: Following renovation, ensure new service standards, concepts, and operational practices are successfully embedded through continuous coaching, refresher training, observation, and follow-up.
• Support change and team engagement: Act as a learning and culture partner throughout the transformation, helping leaders communicate change effectively and supporting team members in adapting positively to the hotel’s new chapter.
• Monitor and review performance: Conduct meetings with department managers, trainers, and team members to review performance trends, develop action plans, and recognize achievements.
• Deliver continuous improvement: Assess existing training initiatives, identify opportunities for enhancement, and recommend solutions to address specific department needs.
• Manage training records: Track, maintain, and audit individual team member training records using designated systems and tools.
• Oversee departmental training programs: Manage and monitor department-specific training programs such as alcohol awareness, food safety, job skills checklists, and educational assistance.
• Inspire and develop the team: Supervise and support team members, monitor performance, provide coaching, and foster a positive and productive work environment. What It Takes to Make the Stay At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member: A 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. A focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact. For this role, we are also looking for someone who is energized by transformation and change, a learning professional who can bring people along on a journey, build excitement around a new chapter for the hotel, and translate the vision of a renovated property into the skills, behaviors, and service culture our guests will experience.