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Four Seasons Hotels and Resorts · 2 hours ago

Learning & Development Manager

East Palo Alto, CA

Full-time

Onsite

Mid, Senior Level

$105K/yr - $115K/yr

3+ years exp

Four Seasons Hotels and Resorts is a luxury hospitality company that values exceptional guest experiences through a world-class employee experience. The Learning & Development Manager will oversee training programs and initiatives across three properties, ensuring employees are equipped with the skills necessary for service excellence and a continuous learning culture.

HospitalityHotelLeisureRental PropertyTravel

No H1B

Responsibilities

Manages and facilitates (in collaboration with other presenters) a complete (3 Day) Embark for all new employees

Manages and facilitates (in collaboration with other presenters) all other core programs including Service Foundations, Introduction to Leadership Behaviours, NLO, GROW, and annual compliance requirements

Ensures new managers to the company are given the knowledge and skills to successfully complete their 90-day probationary period through the New Leader Orientation program

Maintains an effective Certified Departmental Trainer (CDT) program: Responsible for an indirect reporting relationship with the CDTs, ensuring their roles and responsibilities are supported, developed, and adhered to in standards achievement and improved guest satisfaction

Trains new CDTs when required and regularly coaches and develops CDTs in their role and responsibilities

Manages an effective standards training program and ensures Standards Training Manuals are updated regularly and training checklists are turned in for new hires

Partners with Hotel management teams to determine performance gaps, and advise on actions that are likely to meet those needs

Plans and co-facilitates training activities if/when training is part of the solution

Coaches managers to ensure the necessary training and learning is conducted in departments on a consistent basis

In collaboration with People & Culture or relevant Department Head, manages all compliance and safety training related to the property

Ensuring all three properties are up to date with mandatory trainings and policies

Regularly benchmarking the learning function with Learning Success Levels

Bases the direction for learning on a thorough Learning Needs Analysis. Creates and produces a Learning Needs Analysis (LNA) and Training Plan aligned to property’s goals & budget cycle

Designs solutions for learning needs by rapidly creating and developing learning programs (or blended Learning programs) that target performance gaps and management competencies

Prepares and produces training calendars that reflect performance gaps and learning needs

Markets the learning function’s programs, initiatives, and online learning Evaluates the effect of training programs and initiatives through measuring results and monitoring behavioural change

Creates and adheres to an annual budget for all training programs, initiatives, and learning resources

Plans and executes property-wide change initiatives, including service initiatives, Company-wide change initiatives, and other large-scale projects related to growth and learning

Selects and manages external vendors to deliver specialized training on service and/ or management skills

Actively pursues personal growth in the areas of training and learning, pursuing certifications or expertise in a learning discipline

Business travel will be required when needed to assist other properties in an L&D capacity

Qualification

L&D ManagementHotel OperationsInstructional DesignNeeds AssessmentLearning TechnologiesProject PlanningCoaching SkillsAnalytical SkillsInfluencing SkillsAdult Learning PrinciplesBudgeting SkillsCommunication Skills

Required

University degree – equivalent experience required

Minimum of 3 years' experience working in a managerial capacity

Experience in hotel operations, preferably luxury hospitality or other service environments in diverse cultures

Excellent communication skills, facilitation skills, instructional design, strong analytical and critical thinking, coaching skills and influencing skills

Adult learning styles and principles

Needs Assessment methodologies and learning needs identification

Learning technologies, such as e-learning options and distance learning

Theories and types of evaluation for measuring program financial impact

Project planning tools and processes

Communication and influencing strategies

Basic budgeting, accounting and financial management

Current on industry trends affecting workplace learning

Successful candidate must possess legal work authorization in United States

Flexible scheduling and availability required

In person requirement for all properties (this is a non-remote position)

Commute to both San Francisco properties on a weekly basis, attend Hotel specific meetings, conduct in-person trainings, etc