Learning & Development Manager

Position Overview The Learning & Development (L&D) Manager coordinates and organizes a range of development activities that contribute to the attainment of the Company's performance standards and Hotel Goals. The individual is responsible for conducting systematic analysis of the Hotels training needs and deliver relevant learning plan. The L&D Manager acts as an internal consultant on department related training matters, source and maintain a current knowledge of statutory requirements, develop creative and innovative training programs, promotes a continuous learning culture, partners with stakeholders to ensure colleagues are trained on the needed skills to successfully perform their jobs to attain service excellence in the craft of hospitality. The Role Core Learning Be an exemplary role model in inspiriting colleagues through strong demonstration of the Capella Culture and Service Philosophy. Ensures and provides flawless, upscale, professional and luxury guest service experiences Conducts a Learning Needs Analysis that includes operational performance matrix Creates and adheres to an annual budget for all training programs, initiatives, and learning resources Designs solutions for learning needs by rapidly creating and developing learning programs (or blended Learning programs) that target performance gaps and management competencies Effectively market the learning function's programs, initiatives, and online learning through campaigns and visuals in a creative and structured manner Manages an effective Learning Coaches program Responsible for an indirect reporting relationship with the Learning Coaches, ensuring their roles and responsibilities are supported, developed, and adhered to in standards achievement and improved guest satisfaction Trains new Learning Coaches when required and regularly coaches and develops Learning Coaches in their role and responsibilities Manages and coordinates for all compliance and safety related training to be completed annually Manages and ensure all Training Certification Manuals are relevant and updated regularly, and training checklists are submitted for new hires Manages and facilitates Capella Academy modules, incorporating adult learning principles, learning activities and experiential learning Manages and facilitates hotel orientation program for all new colleagues Prepares and produces training calendars that reflect performance gaps and learning needs Provide inspirational leadership with a clear vision and direction to colleagues to ensure delivery of the Capella brand values and vision, to create an amazing experience for all guests and colleagues Operational Learning Be the Champion in providing expertise knowledge to drive high colleague performance through effective communication on the importance of continuous training and the need for professional development Collaborate and ensures that the relevant department heads review learning needs of their colleagues, determine performance gaps, and advise on actions that are likely to meet those needs Develop both individualized and group training programs to further enhance colleagues' performance and encourage continuous professional development efforts Evaluate hotel's performance to ensure that trainings implemented produces the desired performance improvement Evaluates the effect of training programs and initiatives through measuring results and monitoring behavioral change Foster a positive working environment for all colleagues and check in regularly to ensure colleagues satisfaction and maintain strong working relationships within the. Give praises and encouragements for good performances Handles and report any complaints and resolving service 'Glitches', keep a record of all feedbacks under the appropriate system. Ensures that the issues are resolved in a timely manner to guests' satisfaction Perform periodical training assessments through the coordination with department managers and Quality Manager in order to implement effective training curriculum Report any issue or damages and breakdowns within working areas and the hotel to ensure a defect-free facilities and service amenities provided Select and manage resources, including working with both internal colleagues and training vendors to develop and deliver training content Professional Learning Actively pursues personal growth in the areas of training and learning, pursuing certifications or expertise in a learning discipline Keep updated on the latest …