About Four Seasons:
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.
About the location:
About the role
The Learning & Development Manager delivers workplace learning, service improvement programs, and initiatives to best achieve long-term business success; adds 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.
What you will do
Key Functions:
Onboarding
1. Manages and facilitates Embark for all new employees.
2. Manages and facilitates all other core programs including Service Foundations, Introduction to Leadership Behaviours, NLO, GROW, and annual compliance requirements.
3. 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.
4. Maintains an effective Designated Trainer program.
Responsible for an indirect reporting relationship with the Designated Trainers, ensuring their roles and responsibilities are supported, developed, and adhered to in standards achievement and improved guest satisfaction.
Trains new Designated Trainers (DT) when required and regularly coaches and develops Designated Trainers (DT) in their role and responsibilities.
5. Manages an effective standards training program and ensures Standards Training Manuals are updated regularly and training checklists are turned in for new hires.
Operational Learning
1. Partners with hotel management teams to determine performance gaps and advise on actions that are likely to meet those needs.
2. Plans and co-facilitates training activities if/when training is part of the solution.
3. Coaches managers to ensure the necessary training and learning is conducted in departments on a consistent basis.
Management and Leadership training
1. Ensures new managers to the company are given the knowledge and skills to successfully complete their probationary period through the New Leader Orientation program.
2. Facilitates and/or coaches others to facilitate management development programs including GROW.
3. Assists Managers with writing their development plans, ensuring the contents are focused on experience-based learning.
4. Ensures every college recruit completes a structured program with learning objectives.
Compliance
1. In collaboration with People & Culture or relevant Department Head, manages all compliance and safety training related to the property.
General
1. Regularly benchmarks the learning function with Learning Success Levels.
2. 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.
3. Designs solutions for learning needs by rapidly creating and developing learning programs (or blended Learning programs) that target performance gaps and management competencies.
4. Prepares and produces training calendars that reflect performance gaps and learning needs.
5. Markets the learning function’s programs, initiatives, and online learning.
6. Evaluates the effect of training programs and initiatives through measuring results and monitoring behavioural change.
7. Creates and adheres to an annual budget for all training programs, initiatives, and learning resources.
8. Plans and executes property-wide change initiatives, including service initiatives, Company-wide change initiatives, and other large-scale projects related to growth and learning.
9. Selects and manages external vendors to deliver specialised training on service and/ or management skills.
10. Actively pursues personal growth in the areas of training and learning, pursuing certifications or expertise in a learning discipline.
What you bring
• 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
• Excellent communication skills
• Facilitation skills
• Instructional design skills
• Strong analytical and critical thinking skills
• Coaching skills
• Influencing skills
What we offer:
• Competitive Salary, wages, and a comprehensive benefits package
• Excellent Training and Development opportunities
• Complimentary Accommodation at other Four Seasons Hotels and Resort
• Complimentary Dry Cleaning for Employee Uniforms
• Complimentary Employee Meals
• and so much more!