Learning & Development Manager

Four Seasons•Los Angeles, CA

2d•Onsite

About The Position

The Learning & Development Manager has the opportunity to contribute to the Guest Experience activities by providing exceptional knowledge and service in support of our world-renowned hotels. This role involves managing and facilitating onboarding programs, core training programs, and compliance training. The manager will also partner with hotel management teams to identify performance gaps, design and implement training solutions, and coach managers on consistent training practices. Additionally, the role includes developing management and leadership programs, overseeing compliance and safety training, benchmarking the learning function, and creating an annual budget for training initiatives. The manager will also be responsible for marketing learning programs, evaluating training effectiveness, and managing external vendors for specialized training.

Requirements

A university degree or equivalent experience required.
Minimum of 3 years’ experience working in a managerial capacity.
Experience in adult education or a similar environment.
Experience in hotel operations, preferably luxury hospitality or other service environments.
Experience managing in diverse cultures.
Work authorization for the location is required.

Responsibilities

Manages and facilitates onboarding programs (Embark) for all new employees.
Manages and facilitates core programs including Service Foundations, Introduction to Leadership Behaviours, NLO, GROW, and annual compliance requirements.
Ensures new managers have the knowledge and skills to complete their 90-day probationary period through the New Leader Orientation program.
Maintains an effective Designated Trainer program, supporting, developing, and coaching Designated Trainers.
Trains new Designated Trainers and coaches existing ones in their roles and responsibilities.
Manages an effective standards training program and ensures Standards Training Manuals are updated and training checklists are turned in for new hires.
Partners with hotel management teams to determine performance gaps and advise on actions.
Plans and co-facilitates training activities when training is part of the solution.
Coaches managers to ensure consistent training and learning is conducted in departments.
Facilitates and/or coaches others to facilitate management development programs including GROW.
Assists Managers with writing their development plans, focusing on experience-based learning.
Ensures every college recruit completes a structured program with learning objectives.
Manages all compliance and safety training related to the property in collaboration with People & Culture or relevant Department Head.
Benchmarks 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.