Learning and Development Manager

Position: Learning & Development Manager

Department: Learning & Development

Reports To: Director of Human Resources and Resort General Manager (with a dotted line to VP of Learning & Organizational Development)

Supervises: Assistant Manager, Learning & Development; L&D Coordinator

Level: Manager

Position Summary

The Learning & Development Manager plays a strategic role in cultivating a culture of excellence and continuous growth within an ultra-luxury hospitality environment. This position is responsible for designing, delivering, and evaluating innovative training programs that uphold the highest standards of guest service and operational performance.

Working closely with senior leadership and department heads, this role ensures that every team member — from new hires to senior management — embodies the brand's service philosophy, cultural values, and commitment to creating exceptional guest experiences.

Key Responsibilities

• Design and deliver customized training programs reflecting the highest standards of ultra-luxury hospitality , focusing on emotional intelligence, service etiquette, cultural awareness, and leadership development.
• Conduct detailed learning needs analyses in collaboration with department heads to align the L&D strategy with business objectives and guest satisfaction metrics.
• Manage the annual training budget, planning process, and reporting in accordance with company policies and quality standards.
• Evaluate training effectiveness using Kirkpatrick's Four Levels of Evaluation , continuously refining programs based on measurable outcomes.
• Develop and facilitate engaging onboarding programs that immerse new colleagues in the brand's culture and service values.
• Identify and develop high-potential talent through structured coaching, mentorship, and leadership development initiatives.
• Partner with Human Resources and department leaders to support talent management , succession planning , and performance improvement .
• Oversee Learning Management Systems (LMS), digital learning platforms, and compliance tracking.
• Coordinate luxury service certifications, including Forbes Five-Star and Leading Quality Assurance (LQA) standards.
• Collaborate with internal and external training partners, consultants, and vendors to deliver impactful learning solutions.
• Drive and support brand-wide training programs, ensuring alignment with corporate learning frameworks.
• Design and implement property-specific training to meet departmental and operational needs.
• Manage trainer networks, ensuring consistency, engagement, and effectiveness in training delivery.
• Oversee graduate programs, internships, and high-performer development initiatives.
• Stay current with global learning trends, technology, and best practices in hospitality development.
• Promote a strong culture of learning through internal communication, recognition, and engagement programs.

Qualifications & Experience

• Bachelor's degree in Hospitality Management , Human Resources , Education , or a related field (Master's degree preferred).
• Minimum 5 years' experience in Learning & Development within luxury or ultra-luxury hospitality .
• At least 3 years in a leadership capacity , preferably at a resort or international hospitality brand.
• Proven success in designing and facilitating soft-skills, service, and leadership training programs.
• Deep understanding of Forbes standards , LQA requirements , and global service expectations.
• Strong project management and stakeholder engagement abilities.
• Excellent facilitation and storytelling skills with the ability to engage and inspire diverse audiences.
• Proficiency in Learning Management Systems (LMS) and digital learning tools.
• Exceptional organizational, analytical, and presentation skills.
• Ability to balance strategic planning with hands-on execution in a fast-paced environment.
• Spanish language proficiency is a MUST.

Preferred Certifications

• CIPD , CPTD , or equivalent professional learning certification.
• Certified Coach or Train-the-Trainer accreditation.