L&D Manager

Hospitality Learning & Development Manager

Role Overview

The Hospitality Learning & Development Manager will be responsible for designing, implementing, and managing training and development programs that enhance service excellence, operational efficiency, and workforce capability across the organisation. The ideal candidate will bring extensive hospitality experience, with a proven ability to translate business needs into impactful learning solutions that elevate guest satisfaction and employee performance.

Key Responsibilities

• Develop and execute a comprehensive L&D strategy aligned with hospitality service standards and organisational goals.
• Design and deliver training programs covering customer service, food & beverage operations, housekeeping, front office, and leadership development.
• Partner with department heads to identify training needs and create tailored learning interventions.
• Implement onboarding programs that ensure new hires quickly adapt to brand standards and service culture.
• Manage Learning Management Systems (LMS) and digital learning platforms to support blended learning approaches.
• Monitor training effectiveness through KPIs, guest feedback, and operational performance metrics.
• Lead succession planning and talent development initiatives to build a pipeline of future leaders.
• Ensure compliance with health, safety, and hospitality regulations through structured training programs.
• Organise workshops, seminars, and certification programs in collaboration with external training providers.
• Coach and mentor managers and supervisors to strengthen leadership capability and service delivery.

Qualifications & Experience

• Bachelor’s degree in Hospitality Management, Human Resources, or related field.
• Minimum of 8–10 years’ experience in hospitality operations, with at least 5 years in training and development leadership.
• Strong knowledge of hotel and restaurant operations, guest service standards, and hospitality best practices.
• Proven track record in designing and delivering training programs that drive measurable improvements in service and performance.
• Experience with LMS platforms, e-learning tools, and blended learning methodologies.
• Excellent communication, facilitation, and stakeholder engagement skills.
• Ability to manage multiple projects in a fast-paced hospitality environment.

Skills & Attributes

• Passion for hospitality and people development.
• Strong leadership and coaching abilities.
• Exceptional organisational and planning skills.
• Analytical mindset with ability to measure training ROI.
• Customer-focused with a commitment to service excellence.
• Adaptable, innovative, and results-driven.