Training Manager - Hotels

Position Summary

The Training Manager is responsible for planning, developing, and delivering learning programs that enhance employee skills, improve service quality, and support the hotels operational goals. This role ensures that all training initiatives align with brand standards and contribute to a culture of continuous learning and guest-focused excellence.

Key Responsibilities

1. Training Strategy & Planning

• Develop the annual training plan based on hotel goals, brand requirements, and training needs analysis.
  
• Conduct Training Needs Analysis (TNA) through audits, performance appraisals, and department feedback.
  
• Monitor training KPIs such as training hours, service scores, and employee performance improvements.
  

2. Learning & Development Delivery

• Design and deliver training programs covering:
  
• Customer service & guest experience
  
• Brand standards
  
• Onboarding & orientation
  
• Soft skills (communication, leadership, teamwork)
  
• Technical skills for operational departments (Front Office, F&B, Housekeeping, etc.)
  
• Ensure new employees complete all required onboarding and compliance training.
  
• Maintain training materials, manuals, and e-learning content updated and brand-compliant.
  

3. Operational Excellence & Service Quality

• Work closely with HODs to implement departmental training initiatives.
  
• Conduct Service Audits and Mystery Shopper follow-up training.
  
• Support departments in achieving guest satisfaction targets
  

4. Employee Development & Career Programs

• Facilitate leadership development programs for supervisors and managers.
  
• Mentor high-potential employees and support succession planning.
  
• Champion internal growth through structured development programs.
  

5. Compliance & Brand Standards

• Ensure all mandatory trainings (health & safety, fire safety, food safety, legal compliance) are conducted and documented.
  
• Ensure adherence to brand training requirements and maintain audit-ready documentation.
  

6. Administration & Reporting

• Maintain accurate training records and attendance logs.
  
• Prepare monthly training reports and present progress to the Executive Committee.
  
• Manage training budget and external training vendors.
  

Qualifications & Experience

• Bachelors degree in Hospitality, HR, Education, or related field.
  
• Minimum 7-10 years’ experience in Learning & Development within the hotel industry.
  
• Strong knowledge of hotel operations across Front Office, F&B, Rooms, and Support functions.
  
• Experience with brand training systems (e-learning platforms, LMS) preferred.
  

Skills & Competencies

• Excellent communication and presentation skills.
  
• Strong facilitation and coaching abilities.
  
• High level of creativity in training design.
  
• Strong organizational and project management skills.
  
• Ability to influence and work with all levels of the organization.
  
• Customer-service mindset and passion for people development.
  

Key Performance Indicators (KPIs)

• Training hours per employee
  
• Completion of mandatory and brand-required training
  
• Guest satisfaction/service quality scores
  
• Employee engagement and retention rates
  
• Audit results
  

Preferred candidate profile