Raviz Hotels and Resorts

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.