Human Resources Training Development Manager

Position Overview:

The HR Training & Development Manager is responsible for designing, implementing, and managing all learning and development programs to ensure the highest standards of guest service, operational excellence, and brand consistency in a hospitality environment. This role focuses on enhancing employee Competencies, skills, building leadership capabilities, fostering a service culture, and supporting the talent retention strategy.

Key Responsibilities:

1. Training Strategy & Planning

• Develop and implement annual training plans aligned with the Groups operational goals, brand standards, and luxury service requirements.

• Conduct training needs analysis in collaboration with department heads to identify performance gaps and skill development priorities.

• Create a training calendar covering onboarding, skills enhancement, leadership development, and compliance programs.

1. Learning Program Design & Delivery

• Develop and deliver engaging, interactive training sessions using blended learning methods (classroom, on-the-job, e-learning, role-play, simulations & Gamification).

• Customize training content to reflect the service philosophy, cultural values, and luxury brand standards.

• Coordinate guest service excellence workshops focusing on personalization, discretion, and anticipatory service.

• Partner with operational leaders to implement cross-training programs to enhance multi-skilling and operational flexibility.

1. Employee Onboarding & Induction

• Oversee the pre-boarding and induction process for new hires, ensuring smooth integration into the Groups culture.

• Deliver brand orientation sessions to instil service excellence and operational knowledge from day one.

• Ensure all new employees complete mandatory compliance and safety training.

1. Leadership & Talent Development

• Develop leadership training pathways for supervisors, managers, and high-potential talent.

• Coach department leaders on people management, employee engagement, and performance improvement.

• Facilitate succession planning initiatives and career development programs.

1. Compliance & Quality Assurance

• Ensure training content meets statutory requirements (health & safety, food hygiene, anti-harassment, labour law compliance).

• Monitor and audit training records to meet brand, corporate, and government standards.

• Support HR in implementing corrective action training for performance issues.

1. Performance Measurement & Reporting

• Track and report training attendance, completion rates, and post-training performance improvement.

• Conduct training evaluations and ROI analysis to measure impact on service quality, guest satisfaction scores, and operational performance.

• Provide monthly and quarterly training performance reports to the COO and the respective General Manager's/ Unit Heads.

1. Culture & Engagement

• Promote a culture of continuous learning and development across all departments.

• Organize motivational programs, service awards, and knowledge-sharing sessions.

• Act as a brand ambassador to reinforce company values and a guest-first mindset.

Skills & Competencies

• Strong knowledge of luxury hospitality operations and brand service standards.

• Excellent facilitation, coaching, and presentation skills.

• Ability to adapt training style for different cultures and learning preferences.

• Strong organizational and management skills.

• High emotional intelligence, diplomacy, and cultural sensitivity.

• Proficiency in learning management systems (LMS) and e-learning tools.

Qualifications & Experience

• Master's degree in human resources/ hospitality management or related field

• 5-8 years of training & development experience in a luxury hospitality environment.

• Certified Trainer (e.g., Train the Trainer, CIPD, or equivalent) preferred.

• Proven track record of implementing impactful training programs that improve guest satisfaction and employee performance.

• Fluency in English. Additional languages an advantage.