The successful candidate, is responsible for developing, implementing and evaluating the Group’s learning, development and service excellence programmes across all hotels, resorts and camps. The role ensures employees at all levels possess the skills, knowledge and behaviours necessary to deliver exceptional guest experiences and achieve operational excellence in line with internationally recognized hospitality standards.
Key Responsibilities
Develop and implement the Group Learning & Development strategy, annual training plans, competency frameworks, and training budgets aligned with business objectives.
Conduct organization-wide training needs analyses to identify skills gaps and design targeted learning interventions.
Design and deliver hospitality service excellence programmes that enhance guest experience, service quality, and customer satisfaction.
Develop and implement leadership development, coaching, mentoring, and succession planning programmes to build future leaders.
Create and standardize operational training programmes across all departments, ensuring consistent service delivery and adherence to company standards.
Manage Learning Management Systems (LMS), training records, compliance requirements, certifications, and knowledge management processes.
Monitor, evaluate, and report on training effectiveness, service quality, learning outcomes, and return on investment, driving continuous improvement.
Build and maintain strategic relationships with industry partners, training institutions, consultants, and accreditation bodies while supporting organizational change initiatives.
Key Qualifications
Bachelor’s Degree in Hospitality Management, Human Resource Management, Business Administration, or a related field (Master’s Degree is an added advantage).
Training of Trainers (TOT) Certification is required; Learning & Development certification is an added advantage.
Professional membership in a relevant hospitality, training, or HR professional body is desirable.
Minimum of 8 years’ experience in Learning & Development within the hospitality industry.
At least 5 years’ experience in a senior Learning & Development or Training Management role.
Proven experience within an internationally branded hotel, luxury resort, multinational hospitality organization, or recognized hotel chain.
Demonstrated success in managing and delivering training programmes across multiple hotel properties.
Strong expertise in service excellence, leadership development, training design and facilitation, stakeholder management, and performance evaluation.
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