We are seeking a proactive and strategic Learning & Development Manager to join an industry leading hospitality provider. The ideal candidate will be instrumental in observing operations, identifying training needs, and designing/delivering impactful programs to ensure operational excellence, superior guest service, and compliance. This role is pivotal for onboarding, upskilling teams, and maintaining world-class service standards in a dynamic airport environment.
Key Responsibilities:
Training & Development:
- Design, execute, and evaluate comprehensive training programs focused on operational excellence, including Standard Operating Procedures (SOPs), service culture, safety, and workflow efficiency.
- Conduct thorough Training Needs Analysis by observing on-site operations to identify skill gaps and tailor solutions that enhance service delivery and compliance.
- Develop engaging and modern training materials (e.g., digital modules, interactive guides, videos) suited for a fast-paced operational setting.
- Lead Train the Trainer initiatives to certify and empower internal trainers, ensuring consistency in delivering crisis management, guest experience, and operational protocols.
- Continuously revamp and manage onboarding programs (orientation, mentorship) to ensure swift and effective integration of new hires.
- Source and manage relationships with external vendors and industry experts to supplement specialized training content.
- Explore and build partnerships with educational institutions (universities, vocational schools) to develop future talent pipelines.
- Optimize L&D workflows and leverage technology to create efficient, scalable training processes.
- Manage the L&D budget effectively, prioritizing high-impact, cost-effective solutions.
- Stay abreast of the latest L&D trends, adult learning principles, and best practices in service excellence.
Ad Hoc Projects & Collaboration:
- Collaborate with regional and global teams to localize training materials, ensuring they meet local compliance, cultural nuances, and brand standards.
- Conduct service quality audits and provide feedback to ensure adherence to policies and resolve operational gaps.
- Lead and facilitate on-site training sessions, including service simulations, systems training, and post-training evaluations.
- Partner with cross-functional departments (Operations, HR, Quality) to align training initiatives with business goals and operational milestones.
- Drive special projects, such as feedback analysis and global training toolkit development, to enhance overall training effectiveness.
Key Requirements:
- Minimum of 5 years of experience in Learning & Development, with at least 3 years specifically in operational training within hospitality, retail, luxury services.
- Proven track record in building and implementing successful training programs for SOPs, compliance, and service standards.
- Expertise in instructional design, e-learning authoring tools, and blended learning methodologies.
- Strong vendor management skills and experience partnering with hospitality/retail training specialists.
- Excellent leadership and stakeholder management skills, with the ability to influence and drive initiatives in a deadline-driven environment.
- Exceptional communication and facilitation skills. Fluency in English is required. Proficiency in an additional Asian language is a strong advantage.
- Proactive, resourceful, and analytical—able to independently identify business needs and develop innovative, practical solutions.
- Comfortable and effective working in a bustling, on-site operational environment, engaging with frontline staff to senior management.
- Professional certifications in training, HR, or project management are a plus.
