Key Responsibilities

• Develop and implement the Group Learning & Development strategy, annual training plans, competency frameworks, and training budgets aligned with business objectives.
• Conduct organization-wide training needs analyses to identify skills gaps and design targeted learning interventions.
• Design and deliver hospitality service excellence programmes that enhance guest experience, service quality, and customer satisfaction.
• Develop and implement leadership development, coaching, mentoring, and succession planning programmes to build future leaders.
• Create and standardize operational training programmes across all departments, ensuring consistent service delivery and adherence to company standards.
• Manage Learning Management Systems (LMS), training records, compliance requirements, certifications, and knowledge management processes.
• Monitor, evaluate, and report on training effectiveness, service quality, learning outcomes, and return on investment, driving continuous improvement.
• Build and maintain strategic relationships with industry partners, training institutions, consultants, and accreditation bodies while supporting organizational change initiatives.

Key Qualifications

• Bachelor’s Degree in Hospitality Management, Human Resource Management, Business Administration, or a related field (Master’s Degree is an added advantage).
• Training of Trainers (TOT) Certification is required; Learning & Development certification is an added advantage.
• Professional membership in a relevant hospitality, training, or HR professional body is desirable.
• Minimum of 8 years’ experience in Learning & Development within the hospitality industry.
• At least 5 years’ experience in a senior Learning & Development or Training Management role.
• Proven experience within an internationally branded hotel, luxury resort, multinational hospitality organization, or recognized hotel chain.
• Demonstrated success in managing and delivering training programmes across multiple hotel properties.
• Strong expertise in service excellence, leadership development, training design and facilitation, stakeholder management, and performance evaluation.

• Develop and implement the Group Learning & Development strategy, annual training plans, competency frameworks, and training budgets aligned with business objectives.
• Conduct organization-wide training needs analyses to identify skills gaps and design targeted learning interventions.
• Design and deliver hospitality service excellence programmes that enhance guest experience, service quality, and customer satisfaction.
• Develop and implement leadership development, coaching, mentoring, and succession planning programmes to build future leaders.
• Create and standardize operational training programmes across all departments, ensuring consistent service delivery and adherence to company standards.
• Manage Learning Management Systems (LMS), training records, compliance requirements, certifications, and knowledge management processes.
• Monitor, evaluate, and report on training effectiveness, service quality, learning outcomes, and return on investment, driving continuous improvement.
• Build and maintain strategic relationships with industry partners, training institutions, consultants, and accreditation bodies while supporting organizational change initiatives.

• Service excellence
• Leadership development
• Training design and facilitation
• Stakeholder management
• Performance evaluation

• Bachelor’s Degree in Hospitality Management, Human Resource Management, Business Administration, or a related field (Master’s Degree is an added advantage).
• Training of Trainers (TOT) Certification is required; Learning & Development certification is an added advantage.
• Professional membership in a relevant hospitality, training, or HR professional body is desirable.