Cluster Learning and Development Manager (Al Messila and Sharq Village & Spa)

Overview

This position is dedicated to promoting company values and philosophy by ensuring training and development activities are closely aligned with the organization's mission and vision. The role collaborates with property leadership teams to identify workforce and organizational growth needs, delivering effective training programs aimed at achieving business objectives. Trainings encompass a wide range of topics including product knowledge, company philosophy, customer service, and leadership skills. The manager is accountable for needs assessments, designing and developing training programs, facilitating both customized and corporate sessions, and evaluating training effectiveness to ensure a measurable return on investment.

Education and Experience Requirements

• Successful candidates must possess either a 2-year degree from an accredited university in Human Resources, Hotel and Restaurant Management, Hospitality, Business Administration, or related fields paired with a minimum of 2 years' relevant experience and certification as a trainer,
• Or a 4-year bachelor's degree in the aforementioned fields, certified trainer, with no mandatory prior work experience.

Core Responsibilities

• Promote and communicate the availability of all training programs to employees.
• Exemplify superior guest hospitality leadership, deliver outstanding customer service, and foster a positive guest relations environment.
• Guide employees to recognize and adopt behavior that enhances service quality.
• Ensure continuous training to familiarize employees with guest expectations and satisfaction standards.
• Utilize effective training techniques that enable staff to understand and demonstrate skills necessary for guest satisfaction.
• Regularly collaborate with training cadres to support training initiatives.
• Observe employee service behaviors, providing constructive feedback to staff and management.

• Oversee training program enrollment and attendance monitoring.
• Engage consistently with participants to review progress and resolve any issues.
• Collaborate with operational leaders to evaluate if employees display proficient technical and leadership abilities.
• Analyze guest feedback through comment cards and satisfaction metrics to identify areas needing improvement.
• Assess the transfer of acquired learning to actual operations.
• Incorporate principles of adult learning into all training materials and sessions.

• Link all training and development efforts strategically to the company’s mission and vision.
• Identify performance gaps, partnering with managers to develop targeted training interventions to enhance performance.
• Modify and adapt training methodologies as needed, including retraining when appropriate.
• Align training programs to positively influence critical business performance indicators.
• Define clear guidelines so employees understand expectations and parameters.
• Create specific development plans to elevate service performance.
• Embed brand values and philosophy into all learning and development activities.
• Integrate guest satisfaction topics into departmental meetings with a focus on ongoing improvement.

• Contribute to the preparation of training budgets as required.
• Manage budgets in line with Human Resources and property financial objectives.
• Control departmental controllable expenditures to meet or surpass budget targets.
• Utilize procurement card responsibly to manage department expenses.

Equal Opportunity Statement

The company values diversity, ensuring equal employment opportunities for all based on legally protected categories such as disability and veteran status. It actively fosters an inclusive environment that appreciates the diverse cultures, talents, and experiences of its workforce.

Company Background

The Luxury Collection Hotels & Resorts consists of over 120 properties across more than 35 countries, delivering authentic and memorable luxury experiences. Rooted in a century-plus heritage beginning in 1906 under the Italian CIGA brand, these renowned properties range from historic palaces to remote resorts and modern classics, serving as gateways to local cultural treasures. The brand seeks passionate individuals dedicated to evocative storytelling and providing genuine personalized hospitality.