Learning & Development Manager

Four Seasons Hotels Ltd.•Vail, AZ

32d

About The Position

Delivers workplace learning, service improvement programs, and initiatives to best achieve long-term business success; add value in meeting the hotel's needs by identifying and implementing learning and performance improvement strategies that support the hotel's strategic direction; promotes a continuous learning culture; partners with stakeholders to ensure employees are trained on the needed skills to successfully perform their jobs to attain service excellence. Responsible for resort learning and service culture. Works closely with the resort's senior leadership team to ensure the team is well positioned to achieve our service and culture standards as well as an exceptional guest experience. As a part of the People & Culture function, this role manages Onboarding, Operational Learning, Management and Leadership Training, and Compliance. This dual role combines hands-on time spent in operations coaching teams to meet service standards as well as the administrative side of planning, creating scheduling and tracking staff training and onboarding. Regularly benchmarking the learning function with Learning Success Levels. 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 behavioral 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. Engages with all departments, operations teams, Managers, Planning Committee to understand and communicate the critical needs of the resort to meet service standards, facilitate training and promote communication of these components throughout the operation. Engages and creates partnerships with community organizations to collaborate with the resort through volunteer opportunities, local support programs, and community events. Manages and facilitates (in collaboration with other presenters) Embark for all new employees Manages and facilitates (in collaboration with other presenters) all other core programs including Service Foundations, Introduction to Leadership Behaviors, New Leader Orientation, Certified Departmental Trainer, 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 Manages an effective standards training program and ensures Standards Training Manuals are updated regularly and training checklists are turned in for new hires and in place for all departments 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, manages all compliance and safety training related to the property Coordinates with managers to ensure new employees are given training plans to acquire the knowledge and skills to successfully complete their 90-day probationary period. Facilitates and/or coaches others to facilitate management development programs including GROW, Four Seasons Leader, Core Business, People, and Service Management Skills Programs for all leaders Assists Managers with writing their development plans, ensuring the contents are focused on experience-based learning Ensures MIT and Interns are mentored and given a structured program with learning objectives Assists People & Culture team with Campus Recruitment through University and College presentations as well as local community organizations focused on employment opportunities in the hospitality sector. Assists Talent Acquisition Manager with scheduling new hires for onboarding as well as in the J1 recruitment cycle through pre- arrival meetings and onboarding.

Requirements

3 years of administrative experience, preferably within People & Culture / Human Resources or a minimum of 3 years' experience working in a managerial capacity; experience in hotel operations, preferably luxury hospitality or other service environments
Experience managing in diverse cultures and required to have a university degree or equivalent experience.
Must be a people person who thrives on interacting with team members, presenting in small and large groups and working in different environments.
High level of professionalism, integrity, and confidentiality.
High proficiency with Microsoft Office, Canva, Forms, Engage and have working knowledge of HRIS or similar systems.
Exceptional organization and detail oriented, with an unmatched ability to manage multiple priorities.
Ability to interact effectively with all levels of management and staff.
Ability to work independently, take initiative, and use good judgment.
Possess a high level of emotional intelligence coupled with excellent communication.
Fluency in English is required for this location, and this job requires applicants to have current work authorization in the in the United States.

Nice To Haves

Experience working in a hotel and/or hospitality experience preferred.
Bilingual in Spanish preferred.

Responsibilities

Delivers workplace learning, service improvement programs, and initiatives
Identifies and implements learning and performance improvement strategies
Promotes a continuous learning culture
Partners with stakeholders to ensure employees are trained
Manages Onboarding, Operational Learning, Management and Leadership Training, and Compliance
Designs solutions for learning needs
Prepares and produces training calendars
Markets the learning function's programs, initiatives, and online learning
Evaluates the effect of training programs and initiatives
Creates and adheres to an annual budget for all training programs, initiatives, and learning resources
Plans and executes property-wide change initiatives
Engages with all departments, operations teams, Managers, Planning Committee
Engages and creates partnerships with community organizations
Manages and facilitates Embark for all new employees
Manages and facilitates all other core programs
Ensures new managers to the company are given the knowledge and skills to successfully complete their 90-day probationary period
Manages an effective standards training program
Partners with hotel management teams to determine performance gaps
Plans and co-facilitates training activities
Coaches managers to ensure the necessary training and learning is conducted in departments
Manages all compliance and safety training related to the property
Coordinates with managers to ensure new employees are given training plans
Facilitates and/or coaches others to facilitate management development programs
Assists Managers with writing their development plans
Ensures MIT and Interns are mentored
Assists People & Culture team with Campus Recruitment
Assists Talent Acquisition Manager with scheduling new hires for onboarding

Benefits

Eligible for Performance Base Annual Incentive Plan (10% Target)
Winter Season Lifestyle Benefit
Merchant Pass Available
401k participation with company matching program
Competitive Benefits: Medical, Dental and Life Insurance
Discounted travel with discounted F&B and Spa Services at Four Seasons Hotels and Resorts Worldwide.
Employee cafeteria available for shift meals.
Complimentary dry cleaning of uniforms
Be yourself and become a member of a work family that cares about you and invests in your development.
Elevate your craft here and abroad!
Employee engagement at all levels; where your thoughts and ideas are not only heard but actioned.