Learning & Development Manager - Hospitality

Tishman Speyer•New York, NY

9d•$95,000 - $125,000

About The Position

The Learning and Development Manager oversees, develops, and rolls out hospitality training for Property Management teams across Tishman Speyer’s U.S. portfolio. The role leads the development, implementation, and ongoing evolution of the firm’s hospitality culture and service standards to deliver a consistent, first-class customer experience. Working closely with Property Management leadership and Human Capital Management, the manager embeds hospitality principles into daily operations, employee development, and customer interactions. The position reports directly to the Senior Director of Property Management. The manager leads hospitality learning programs for new and existing employees, develops leadership and service-recovery training, evaluates customer journeys and operational practices, and uses feedback and performance data to assess program effectiveness and business impact. The role also involves onsite observations and coaching, readiness and training support for property transitions and initiatives, training-center and class logistics, vendor coordination, and extensive travel throughout the U.S. portfolio, expected to be approximately 30–40% of the role.

Requirements

Bachelor’s degree required; a focus in hospitality, human resources, or a relevant field is preferred.
At least 5 years of learning and development experience; hospitality-industry experience is preferred.
Excellent planning, time-management, communication, decision-making, presentation, organization, and interpersonal skills.
Ability to communicate effectively and maintain professional relationships with a diverse workforce.
Strong skills in Microsoft Office, Word, Excel, Outlook, and PowerPoint.
Ability to communicate effectively in English, orally and in writing.
Ability and willingness to travel extensively throughout the U.S. portfolio; travel is expected to comprise approximately 30–40% of the role.
Strong public-speaking, facilitation, and communication skills for small and large groups.
Ability to present and facilitate effectively for multifaceted audiences and debrief experiential learning processes.
Ability to build and maintain trusting relationships at all levels, from line employees to executives.
Demonstrated integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy.
Knowledge of adult-learning theories and methodologies and the ability to apply them in learning, leadership, technology, and change management.
Ability to use emerging technologies, including artificial intelligence, automation, and data-driven tools, to improve efficiency, decision-making, and innovation.

Nice To Haves

A focus in hospitality, human resources, or a relevant field.
Learning and development experience within the hospitality industry.

Responsibilities

Lead the development, implementation, and ongoing evolution of Tishman Speyer’s Hospitality Standards.
Oversee the hospitality Learning and Development program for new and existing employees during onboarding and on an ongoing basis.
Coordinate with departments to help employees learn their specific roles and the firm’s broader hospitality initiatives.
Partner with Property Management leadership to evaluate and enhance the end-to-end customer experience across properties.
Identify opportunities to improve customer satisfaction through learning initiatives and operational best practices.
Ensure hospitality standards are reflected across customer touchpoints, including arrivals, communications, amenity spaces, tours, onboarding, meetings, and events.
Develop and deliver service-recovery training to help employees resolve customer concerns and strengthen customer relationships.
Partner with Property Management leadership to develop hospitality-focused leadership programs that support coaching, engagement, accountability, and recognition.
Partner with Human Capital Management to develop and sustain an employee engagement program.
Work with Human Capital Management to track statistics, metrics, and ROI, and develop additional learning and performance metrics as needed.
Compile and evaluate pre- and post-course data on learning quality, participation, satisfaction, performance, and business impact.
Conduct onsite observations, hospitality assessments, and coaching sessions to reinforce behaviors, identify best practices, and provide feedback to property management teams.
Assess the customer journey to improve consistency, remove friction points, and create memorable experiences.
Lead hospitality readiness and training for new acquisitions, developments, management transitions, and major customer experience initiatives.
Develop reporting, information, and documentation to support learning and development initiatives.
Develop and recommend alternative training methods and delivery approaches to meet business needs.
Manage staff support for training-center operations, including room setup and breakdown, materials, scheduling, inventory, and resource allocation.
Plan and manage class schedules, enrollments, training spaces, materials, and audiovisual needs.
Attend monthly property meetings to understand operational needs and gather feedback for improving training programs.
Work with third-party vendors and partners on training and development as needed.
Analyze customer satisfaction metrics, mystery-shopping results, customer feedback, service-response metrics, and operational trends to develop and evaluate targeted learning initiatives.