Training Manager

Position Title:

Department:

Reports To:

Location:

The Training Manager will own the design, delivery, and evaluation of all learning and development initiatives across the resort. The role ensures service excellence by upskilling staff, enforcing brand standards, improving guest experience metrics, developing future leaders, and ensuring compliance with statutory and brand-mandated training programmes.

• Develop and execute the annual training plan and L&D calendar for the resort.
  

• Conduct Training Needs Analysis (TNA) across departments to identify skill gaps.
  

• Align training programs with brand standards, operational KPIs, guest satisfaction goals, and market / guest feedback trends.
  

• Deliver onboarding, service-orientation, and department-specific training (F&B, Front Office, Housekeeping, Culinary, Engineering, etc.).
  

• Conduct soft skills, guest engagement, grooming, complaint handling, and service-excellence training.
  

• Facilitate leadership development / supervisory training for potential team leads / managers.
  

• Maintain training attendance records, assessment scores, certifications and training audit documentation.
  

• Implement Mystery Audit follow-ups and corrective training interventions where needed.
  

• Monitor guest feedback (e.g. TripAdvisor, internal guest satisfaction scores) and use insights to drive training improvements.
  

• Develop SOP manuals, e-learning modules, training videos, quizzes, assessment tools, and cross-departmental training content.
  

• Engage external training partners / certification providers (e.g. safety, compliance, HACCP, fire & safety) when required.
  

• Support HR in employee engagement, recognition, culture assimilation, and ongoing refreshers to maintain grooming, brand values, and continuous learning culture.
  

• Ensure compliance with statutory training (e.g. POSH, safety, fire, first aid) and maintain documentation for audits and brand/ regulatory compliance.
  

• Bachelor’s degree in Hotel Management or related field.
  

• 4–7 years of hospitality industry experience, with at least 2 years in training / L&D / staff-training roles (preferred).
  

• Strong interpersonal, facilitation, presentation, and communication skills (English; regional language a plus).
  

• Proficiency in MS Office, familiarity with LMS platforms preferred.
  

• Comfortable working in dynamic hotel/resort environment; ability to collaborate with multiple departments and senior leadership.