Learning and Development Manager

The Role

The Learning & Development Manager is a strategic and hands-on leader responsible for shaping the growth, performance, service excellence, and culture of this modern contemporary boutique hotel.

This role partners closely with the Director of People + Culture, department leaders, and operational leadership to design and deliver impactful training that elevates service standards, strengthens leadership capability, ensures compliance, supports career development, and brings Makeready’s Guiding Principles to life across the property.

A significant focus of this position will be supporting, training, and coaching our team on Forbes Travel Guide Service Standards and Marriott International brand standards, ensuring these expectations are understood and consistently brought to life throughout the guest experience.

The ideal candidate is an engaging facilitator, confident coach, culture champion, and luxury hospitality professional who can translate standards into meaningful behaviors and inspire teams to deliver exceptional service.

Learning & Development Manager Responsibilities

• Lead and execute property-wide Learning & Development programs including onboarding, service excellence, compliance, leadership development, and departmental training.

• Partner with People + Culture and department leaders to identify training needs and develop practical, engaging, and results-driven learning programs.

• Train, coach, and reinforce Forbes Travel Guide Four-Star Service Standards, with a focus on personalization, anticipation, professionalism, service recovery, and attention to detail.

• Support Marriott International and The Luxury Collection brand standards, required training programs, audits, and quality assurance initiatives.

• Conduct service observations and provide real-time coaching and feedback to improve guest service and operational consistency.

• Facilitate leadership development programs focused on coaching, communication, accountability, employee engagement, and talent development.

• Identify high-potential employees and support career development, succession planning, and internal growth opportunities.

• Manage required training, certifications, licenses, LMS assignments, completion tracking, documentation, and compliance reporting.

• Analyze training results and feedback to measure effectiveness and continuously improve programs.

• Serve as a culture champion, ensuring luxury service standards and the property's guiding principles are embedded into everyday operations.

Learning & Development Manager Qualifications

• 3–5+ years of Learning & Development, training, HR/People & Culture, or related experience, preferably within luxury hospitality.

• Strong experience designing and facilitating onboarding, service, compliance, operational, and leadership training.

• Luxury hotel or upscale hospitality experience strongly preferred, with Forbes Travel Guide and/or Marriott experience highly desirable.

• Strong understanding of luxury service standards and the ability to translate them into authentic, practical behaviors.

• Exceptional facilitation, presentation, coaching, communication, and interpersonal skills.

• Proven ability to build credibility and relationships with frontline employees, managers, and senior leadership.

• Highly organized with strong attention to detail and the ability to manage multiple priorities and deadlines.

• Experience with Learning Management Systems (LMS), training administration, and compliance tracking.

• Strong analytical, organizational, and written communication skills.

• Proficiency with Microsoft Office, including PowerPoint, Word, Excel, Outlook, and Teams.

• A genuine passion for developing people, strengthening culture, and delivering exceptional luxury hospitality experiences.