Learning & Development Manager

We are seeking an experienced and passionate Learning & Development Manager to join our luxury 5-star hotel team. This pivotal role is instrumental in strengthening our service culture developing our colleagues and ensuring that every guest experience consistently reflects the highest standards of luxury hospitality.

The successful candidate will lead the design delivery and coordination of impactful training initiatives across the hotel with a strong focus on luxury service excellence including LQA standards Forbes Travel Guide expectations brand standards and continuous performance improvement.

Working closely with the Guest Relations & Quality Assurance Manager Department heads and the hotel Leadership team the Learning & Development Manager will play a key role in fostering a culture of learning accountability and exceptional guest experience. This position also acts as a deputy to the Director of People & Culture supporting broader talent development and organizational initiatives.

Key responsibilities

• Develop implement and continuously enhance the hotels Learning & Development strategy in alignment with business objectives and luxury hospitality standards.
• Design and deliver engaging high-impact training programs across all hotel departments including onboarding service excellence cross-training initiatives and development of departmental trainers.
• Lead training initiatives related to LQA Forbes Travel Guide standards brand standards and internal service procedures ensuring these are clearly understood and consistently applied in daily operations.
• Work closely with the Guest Relations & Quality Assurance Manager to identify training needs based on quality audits guest feedback mystery shopper results LQA/Forbes evaluations operational observations and performance trends.
• Partner with Department heads to develop and maintain departmental training plans standard operating procedures and structured skills development programs.
• Facilitate regular standards training refresher sessions service role plays practical workshops and on-the-job coaching to reinforce a culture of excellence.
• Monitor and evaluate the effectiveness of training initiatives through feedback audit results performance indicators and overall service quality outcomes ensuring continuous improvement.
• Ensure all new colleagues experience a structured engaging and inspiring onboarding journey that reflects the hotels culture values and service expectations.
• Promote a strong learning culture across the hotel by encouraging continuous development knowledge sharing and personal accountability for guest service excellence.
• Maintain accurate and up-to-date training records reports attendance tracking and individual development plans.
• Support leadership development initiatives strengthening the capabilities of supervisors and managers across all departments.
• Actively participate in quality meetings operational briefings and cross-departmental initiatives focused on service excellence and colleague development.
• Stay informed of evolving luxury hospitality trends Forbes and LQA standards and innovative learning methodologies.
• Collaborate closely with the corporate Learning & Development team ensuring successful implementation of corporate initiatives and projects at property level.

Qualifications :

• Proven experience in Learning & Development training quality or operations within a luxury hotel environment ideally in a 5-star property.
• Strong understanding of luxury service standards guest experience excellence and overall hospitality operations.
• Experience with LQA Forbes Travel Guide standards brand audits and quality assurance frameworks is highly desirable.
• Excellent presentation facilitation and coaching skills with the ability to engage and inspire diverse teams.
• Proven ability to translate standards and audit requirements into practical engaging and memorable training experiences.
• Strong interpersonal skills with the ability to build trust credibility and influence across all levels of the organization.
• A naturally positive engaging and highly personable individual who brings energy to interactions and consistently represents the warmth elegance and professionalism of a luxury brand.
• Highly organized proactive and capable of managing multiple priorities in a dynamic environment.
• Strong communication skills in English. Knowledge of Czech is an advantage.
• Confident user of MS Office and learning/training tools.
• Genuine passion for developing people and creating exceptional guest experiences with a strong commitment to service excellence.

Remote Work :

No

Employment Type :

Full-time