Manager, Learning & Development - Luxury Hospitality

About the Role

We exist to create extraordinary experiences for our guests through anticipation, creativity, precision, empathy, and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that is chic yet wonderfully approachable, and a team dedicated to excellence, we seek to exceed guest expectations at every possible turn.

Set within a premier luxury destination, our resort offers a refined approach to hospitality. Whether designing dynamic activities or arranging bespoke private dining, we approach everything with imagination to spark a sense of playfulness, discovery, and adventure.

Job Summary

The Manager, Learning & Development is responsible for driving a culture of service excellence, continuous learning, and operational performance across the resort. This role leads the design, implementation, and evaluation of learning strategies and development programs that strengthen colleague capability, support leadership effectiveness, and enhance engagement in alignment with overall business objectives.

As the champion of property culture, this position partners closely with leaders across the resort to identify talent, cultivate engagement, and embed a culture of accountability, innovation, and continuous improvement.

Key Duties & Responsibilities

Strategic Partnership

• Align management practices, behaviors, and decision-making with organizational vision, values, operating standards, and policies.
  

• Act as a strategic partner to the Director of Human Resources, General Manager, Executive Committee, and Department Heads to support business goals and organizational effectiveness.
  

• Build strong working relationships across all departments and foster a collaborative, high-performance culture.
  

• Influence and engage leaders at all levels to drive organizational change, employee development, and quality improvement initiatives.
  

• Participate in Executive Committee meetings and provide insights on quality performance, guest satisfaction, employee engagement, operational trends, and continuous improvement opportunities.
  

• Develop policies, strategies, and initiatives that support learning and development.
  

Training Strategy

• Lead all Learning & Development activities across the resort, including annual training plans, training needs analysis, budget management, program implementation, and effectiveness measurement.
  

• Ensure brand culture and service principles remain top-of-mind through awareness campaigns and reinforcement activities.
  

• Partner with Department Heads to identify capability gaps, implementing development programs that strengthen performance and support succession planning.
  

• Facilitate leadership development programs, team-building initiatives, and organizational effectiveness workshops.
  

• Develop departmental trainers to enhance internal training delivery and methods.
  

• Evaluate training effectiveness through feedback, performance indicators, guest satisfaction results, and operational outcomes.
  

• Maintain a comprehensive training library of learning resources, books, videos, digital content, and development tools.
  

• Design and facilitate training programs covering areas such as service standards, problem-solving methodologies, root cause analysis, quality coaching, strategic planning, and operational execution.
  

Service Excellence

• Champion service excellence and ensure strict adherence to quality standards.
  

• Conduct regular operational audits and property walkthroughs to evaluate service delivery, employee engagement, and standards compliance.
  

• Monitor guest and employee interactions, providing real-time coaching where required.
  

• Develop and implement recognition and reward programs that encourage participation in quality and improvement initiatives.
  

• Foster a positive work environment that supports engagement, productivity, and morale.
  

Financial Management

• Develop and manage annual budgets for Learning & Development initiatives.
  

• Monitor expenditures and ensure effective utilization of resources.
  

• Contribute to annual business planning and budgeting processes.
  

• Measure return on investment (ROI) and overall business impact of learning programs.
  

Professional Development

• Demonstrate a commitment to continuous personal and professional development.
  

• Stay current with industry trends, learning methodologies, quality management practices, and hospitality best practices.
  

• Build relationships with industry peers, quality professionals, and hospitality organizations to share knowledge and identify emerging best practices.
  

• Attend relevant conferences, seminars, workshops, and professional development events.
  

Other Duties

• Perform additional responsibilities as assigned by executive leadership and Human Resources.
  

Skills, Experience & Educational Requirements

• Education: Bachelor’s degree in Business Administration, Hospitality Management, Human Resources, or a related field (or equivalent professional experience).
  

• Experience: Minimum of 4 years of experience in Learning & Development, Organizational Development, or a related discipline.
  

• Industry Background: Previous experience in a management position within a luxury hospitality environment.
  

• Technical Skills: Proficient in Microsoft Office Suite and Learning Management Systems (LMS).
  

• Program Execution: Demonstrated experience designing and facilitating leadership development programs, quality improvement initiatives, and organizational change efforts.
  

• Analytical Ability: Proven experience analyzing performance metrics, guest satisfaction data, and employee engagement results to drive business outcomes.
  

• Collaboration: Ability to collaborate and contribute effectively and efficiently across all levels of the organization.
  

• Work Management: Ability to meet tight deadlines while managing multiple priorities.
  

• Flexibility: Willingness to work flexible hours, including evenings, weekends, and holidays as operational needs require.
  

Benefits (Full-Time, Year-Round)

• Medical Insurance: 80% Employer-Covered
  

• Dental, Vision, and Life Insurance: 100% Employer-Covered
  

• Retirement Planning: 401(k) program with 4% employer match
  

• Paid Time Off: 25 days PTO annually
  

• Housing: Subsidized colleague housing options
  

• Seasonal Perks: Winter Season Pass Program (Ski Pass or Fitness Pass, subject to availability)
  

• Transportation & Dining: Complimentary local transportation and on-shift meals
  

• Discounts: On-property discounts across food & beverage, wellness, retail, and global property travel discounts
  

Physical Requirements

• Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods.
  

• Frequent bending, twisting, stooping, reaching, and pulling.
  

• Lifting and carrying loads weighing up to 30 pounds.
  

• Working in outdoor environments, including high altitudes, that may present extreme weather conditions (e.g., snow, ice, rain, heat, wind).