Position Overview:The HR Training & Development Manager is responsible for designing, implementing, and managing all learning and development programs to ensure the highest standards of guest service, operational excellence, and brand consistency in a hospitality environment. This role focuses on enhancing employee Competencies, skills, building leadership capabilities, fostering a service culture, and supporting the talent retention strategy.Key Responsibilities:1. Training Strategy & Planning• Develop and implement annual training plans aligned with the Groups operational goals, brand standards, and luxury service requirements.• Conduct training needs analysis in collaboration with department heads to identify performance gaps and skill development priorities.• Create a training calendar covering onboarding, skills enhancement, leadership development, and compliance programs.2. Learning Program Design & Delivery• Develop and deliver engaging, interactive training sessions using blended learning methods (classroom, on-the-job, e-learning, role-play, simulations & Gamification).• Customize training content to reflect the service philosophy, cultural values, and luxury brand standards.• Coordinate guest service excellence workshops focusing on personalization, discretion, and anticipatory service.• Partner with operational leaders to implement cross-training programs to enhance multi-skilling and operational flexibility.3. Employee Onboarding & Induction• Oversee the pre-boarding and induction process for new hires, ensuring smooth integration into the Groups culture.• Deliver brand orientation sessions to instil service excellence and operational knowledge from day one.• Ensure all new employees complete mandatory compliance and safety training.4. Leadership & Talent Development• Develop leadership training pathways for supervisors, managers, and high-potential talent.• Coach department leaders on people management, employee engagement, and performance improvement.• Facilitate succession planning initiatives and career development programs.5. Compliance & Quality Assurance• Ensure training content meets statutory requirements (health & safety, food hygiene, anti-harassment, labour law compliance).• Monitor and audit training records to meet brand, corporate, and government standards.• Support HR in implementing corrective action training for performance issues.6. Performance Measurement & Reporting• Track and report training attendance, completion rates, and post-training performance improvement.• Conduct training evaluations and ROI analysis to measure impact on service quality, guest satisfaction scores, and operational performance.• Provide monthly and quarterly training performance reports to the COO and the respective General Manager’s/ Unit Heads.7. Culture & Engagement• Promote a culture of continuous learning and development across all departments.• Organize motivational programs, service awards, and knowledge-sharing sessions.• Act as a brand ambassador to reinforce company values and a guest-first mindset.Skills & Competencies• Strong knowledge of luxury hospitality operations and brand service standards.• Excellent facilitation, coaching, and presentation skills.• Ability to adapt training style for different cultures and learning preferences.• Strong organizational and management skills.• High emotional intelligence, diplomacy, and cultural sensitivity.• Proficiency in learning management systems (LMS) and e-learning tools.Qualifications & Experience• Master’s degree in human resources/ hospitality management or related field• 5-8 years of training & development experience in a luxury hospitality environment.• Certified Trainer (e.g., Train the Trainer, CIPD, or equivalent) preferred.• Proven track record of implementing impactful training programs that improve guest satisfaction and employee performance.• Fluency in English. Additional languages an advantage.
