Learning & Development Manager

Four Seasons Hotels and Resorts • Palo Alto, CA

8d • $105,000 - $115,000 • Onsite

About The Position

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture. At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. A contemporary business hub with the highest standards of innovative hospitality. At the heart of Silicon Valley, experience a first-hand connection to the region’s tech legacy, sports and music venues and discover local adventures blended with artful sophistication. Four Seasons Hotel Silicon Valley brings an inventive approach to creative events, seasonal pop-up experiences, lifestyle facilities and culinary craftsmanship that culminate in the ultimate urban getaway. Four Seasons Hotel Silicon Valley is proud to provide our guest the highest standards of luxury and personalized service. At Four Seasons we believe in recognizing a familiar face, welcoming a new one and treating every one we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us. Four Seasons Hotel Silicon Valley is currently looking for a Learning & Development Manager. This role is a cluster of three properties including Four Seasons Hotel Silicon Valley, Four Seasons Hotel San Francisco and Four Seasons Hotel San Francisco at Embarcadero. The Learning & Development Manager directly reports to the Director of People & Culture and reports indirectly to the Hotel Manager. The Leaning & Development Manager 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.

Requirements

• University degree – equivalent experience required
• Experience in L&D Management preferred
• Minimum of 3 years’ experience working in a managerial capacity
• Experience in hotel operations, preferably luxury hospitality or other service environments in diverse cultures
• Excellent communication skills, facilitation skills, instructional design, strong analytical and critical thinking, coaching skills and influencing skills
• Adult learning styles and principles
• Needs Assessment methodologies and learning needs identification
• Learning technologies, such as e-learning options and distance learning
• Theories and types of evaluation for measuring program financial impact
• Project planning tools and processes
• Communication and influencing strategies
• Basic budgeting, accounting and financial management
• Current on industry trends affecting workplace learning
• Successful candidate must possess legal work authorization in United States
• Flexible scheduling and availability required
• In person requirement for all properties (this is a non-remote position)
• Commute to both San Francisco properties on a weekly basis, attend Hotel specific meetings, conduct in-person trainings, etc

Responsibilities

• Manages and facilitates (in collaboration with other presenters) a complete (3 Day) Embark for all new employees.
• Manages and facilitates (in collaboration with other presenters) all other core programs including Service Foundations, Introduction to Leadership Behaviours, NLO, 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.
• Maintains an effective Certified Departmental Trainer (CDT) program: Responsible for an indirect reporting relationship with the CDTs, ensuring their roles and responsibilities are supported, developed, and adhered to in standards achievement and improved guest satisfaction.
• Trains new CDTs when required and regularly coaches and develops CDTs in their role and responsibilities
• Manages an effective standards training program and ensures Standards Training Manuals are updated regularly and training checklists are turned in for new hires.
• 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 or relevant Department Head, manages all compliance and safety training related to the property
• Ensuring all three properties are up to date with mandatory trainings and policies
• Regularly benchmarking the learning function with Learning Success Levels
• Bases the direction for learning on a thorough Learning Needs Analysis.
• Creates and produces a Learning Needs Analysis (LNA) and Training Plan aligned to property’s goals & budget cycle
• 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 behavioural 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
• Selects and manages external vendors to deliver specialized training on service and/ or management skills
• Actively pursues personal growth in the areas of training and learning, pursuing certifications or expertise in a learning discipline
• Business travel will be required when needed to assist other properties in an L&D capacity
• Other duties as assigned

Benefits

• Be part of a cohesive team with opportunities to build a successful career with global potential
• Fully paid for medical, dental, and vision insurance for employee and immediate family
• Holiday, vacation, and sick pay
• 401k participation with a company matching program
• Complimentary stays at Four Seasons worldwide (subject to availability)
• Free employee meals prepared by the culinary team
• Complimentary dry cleaning for work attire
• Free employee parking (Silicon Valley location only)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager