Learning & Development Manager

Roles and Responsibilities

Pre-Opening Responsibilities

Develop and implement the hotel's Pre-Opening Learning & Development Strategy in alignment with business objectives and brand standards.

Lead the onboarding and orientation journey for all colleagues recruited during the pre-opening phase.

Coordinate and deliver large-scale induction programmes to support seasonal and permanent colleagues.

Collaborate with Department Heads to identify opening-critical competencies and ensure operational readiness.

Support the Director of People & Culture in embedding Mandarin Oriental culture, values and behaviours from day one.

Participate in recruitment events, assessment centres and onboarding initiatives as required.

Learning & Development

Communicate and engage all hotel colleagues in Mandarin Oriental culture, vision, mission and values.

Implement and maintain Mandarin Oriental Learning & Development Standards including:

MOve In Orientation

Service Excellence Learning

Departmental Training

Off-job/Classroom Training

Supervisory and Management Development

Digital Learning

L&D Administration and Resources

Prepare and execute the Annual Learning & Development Plan.

Design and deliver training programmes addressing operational, behavioural and leadership needs.

Develop Personal Development Plans and support career progression initiatives.

Prepare and communicate the monthly Training Calendar.

Deliver Mandarin Oriental learning programmes across all levels of the organisation.

Maintain accurate training records and ensure compliance with corporate and local requirements.

Produce monthly and quarterly Learning & Development reports for hotel leadership and corporate offices.

Manage the annual Learning & Development budget together with the Director of People & Culture.

Talent & Performance

Support the annual Performance Management cycle.

Partner with Department Heads to identify talent and succession opportunities.

Facilitate Talent Review and Succession Planning discussions.

Provide coaching and career development support to colleagues and leaders.

Support leadership team development through workshops, retreats and team-building activities.

Quality Assurance & Service Excellence

Support the Hotel Manager in driving the Quality Assurance programme.

Analyse Guest Satisfaction and Loyalty Survey results and translate findings into development initiatives.

Facilitate action plans following LQA inspections, mystery shops and guest feedback.

Promote a culture of continuous improvement and service excellence.

Health, Safety & Sustainability

Support FLHSS initiatives and ensure completion of all mandatory training.

Maintain accurate compliance records.

Support Sustainability programmes and environmental awareness initiatives.

Promote a safe and inclusive working environment.

Corporate & Cross-Property Initiatives

Participate in Corporate Learning & Development initiatives.

Support Mandarin Oriental pre-openings and cross-property projects when required.

Participate in Train-the-Trainer programmes, Cultural Workshops and Cultural Exchange Ambassador initiatives.

Other Responsibilities

Assist with other People & Culture functions as required.

Support colleague engagement and wellbeing initiatives.

Act as a role model of Mandarin Oriental values and behaviours.

Communication Requirements

Internal Communication

Inspire and engage colleagues at all levels by communicating Mandarin Oriental culture and values effectively.

Build strong partnerships with Department Heads and Executive Committee members.

Facilitation and presentation skills suitable for both classroom and operational environments.

Ability to influence without authority and drive behavioural change.

External Communication

Manage relationships with external training providers and consultants.

Represent Mandarin Oriental professionally within industry networks and educational institutions.

Liaise effectively with Regional and Corporate Learning & Development teams.

Build partnerships with local hospitality schools and universities to support talent pipelines and internship programmes.

Minimum Job Requirements

Educational Background

Bachelor's Degree in Human Resources, Hospitality Management, Education or related field, or equivalent experience.

Professional certifications in Learning & Development, Coaching or Talent Management are considered an advantage.

Experience

Minimum 3 years' experience in Learning & Development or Talent Development.

Previous experience in luxury hospitality is strongly preferred.

Previous experience in a pre-opening environment is highly desirable.

Experience managing learning initiatives in seasonal or resort operations is considered an advantage.

Skills

Excellent verbal and written communication skills.

Strong facilitation and presentation skills.

Ability to influence and coach senior leaders.

Strong project management and organisational skills.

Proficiency in Learning Management Systems and HR platforms.

Excellent analytical and reporting capabilities.

Fluent English and Italian, both written and spoken.

Attributes

Warm, approachable and highly collaborative.

Passionate about people development and luxury service.

Strategic thinker with strong execution capabilities.

Resilient and adaptable in a fast-paced pre-opening environment.

Highly organised with excellent attention to detail.

Energetic and enthusiastic, able to inspire others.

Committed to continuous improvement and innovation

Compensation:

€35,000 – €40,000 Gross Annual Salary (RAL)

Incentive Scheme

Other Benefits