Learning and Development Manager

BHC•Charleston, SC

2d•Onsite

About The Position

The Learning & Development Manager at The Charleston Place is responsible for designing, implementing, and managing all learning and development initiatives to enhance the colleague experience and drive operational excellence. This role ensures employees are equipped with the job-specific skills, service mindset, and expertise required to deliver exceptional guest experiences in alignment with Forbes Five-Star service standards. Collaborating closely with department leaders, the L&D Manager fosters a culture that reflects the company’s mission, vision, and values while enhancing colleague development and guest service excellence. This role also oversees the coordination, delivery, and implementation of corporate training initiatives and will support the development of tailored learning programs that address specific colleague needs while aligning with corporate structures and guidelines.

Requirements

3+ years of experience in Learning & Development, Human Resources, or Training roles, preferably in luxury hospitality.
Strong facilitation, coaching, and presentation skills.
Experience in a Forbes-rated property or a deep understanding of Forbes Five-Star standards is highly preferred.
Excellent communication and interpersonal skills to engage employees at all levels.
Strong organizational and time management skills, with the ability to balance multiple training initiatives.
Proficiency in Microsoft Office and e-learning platforms.

Nice To Haves

Bachelor’s degree in Human Resources, Hospitality, Business Administration, or a related field (preferred).

Responsibilities

Lead the execution of property-wide learning and development programs, including Forbes Five-Star training, new hire orientation, compliance training, and leadership development.
Ensure all colleagues understand and embody luxury hospitality service standards, aligning training programs with Forbes Five-Star expectations.
Assess training needs and curate relevant content, such as training manuals, digital resources, and instructional videos, to support colleague growth.
Facilitate engaging and interactive training sessions using various methods, including in-person workshops, e-learning modules, and on-the-job coaching.
Ensure all colleagues receive essential compliance training, including safety, ethics, and legal requirements.
Collaborate with department managers to create a monthly departmental learning and development action plan and calendar.
Work closely with department heads to tailor training programs that enhance operational performance and guest service excellence.
Assist with implementing the service-aspect of departmental action plans specifically, SOP-related trainings, primarily on a one-to- one basis but also in group setting.
Monitor guest and colleague feedback, including Forbes and internal quality audits, to continuously improve training effectiveness.
Support career growth and retention efforts by establishing development paths for colleagues aspiring to leadership roles.
Maintain clear communication with senior leaders and department managers regarding training initiatives and colleague progress.
Stay updated on industry trends and best practices to introduce innovative learning strategies and hospitality excellence standards.
Build relationships with local training providers, universities, and professional organizations to support colleague development opportunities.