Learning & Development Manager Job at Four Seasons (East Palo Alto, California)

Job Description

The Learning & Development Manager delivers workplace learning, service improvement programs, and initiatives to best achieve long-term business success; add 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.

Job Responsibility

Manages and facilitates (in collaboration with other presenters) a complete (3 Day) Embark for all new employees
Manages and facilitates (in collaboration with other presenters) all other core programs including Service Foundations, Introduction to Leadership Behaviours, NLO, GROW, and annual compliance requirements
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
Maintains an effective Certified Departmental Trainer (CDT) program: Responsible for an indirect reporting relationship with the CDTs, ensuring their roles and responsibilities are supported, developed, and adhered to in standards achievement and improved guest satisfaction
Trains new CDTs when required and regularly coaches and develops CDTs in their role and responsibilities
Manages an effective standards training program and ensures Standards Training Manuals are updated regularly and training checklists are turned in for new hires
Partners with Hotel management teams to determine performance gaps, and advise on actions that are likely to meet those needs
Plans and co-facilitates training activities if/when training is part of the solution
Coaches managers to ensure the necessary training and learning is conducted in departments on a consistent basis
In collaboration with People & Culture or relevant Department Head, manages all compliance and safety training related to the property
Ensuring all three properties are up to date with mandatory trainings and policies
Regularly benchmarking the learning function with Learning Success Levels
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
Designs solutions for learning needs by rapidly creating and developing learning programs (or blended Learning programs) that target performance gaps and management competencies
Prepares and produces training calendars that reflect performance gaps and learning needs
Markets the learning function’s programs, initiatives, and online learning Evaluates the effect of training programs and initiatives through measuring results and monitoring behavioural change
Creates and adheres to an annual budget for all training programs, initiatives, and learning resources
Plans and executes property-wide change initiatives, including service initiatives, Company-wide change initiatives, and other large-scale projects related to growth and learning
Selects and manages external vendors to deliver specialized training on service and/ or management skills
Actively pursues personal growth in the areas of training and learning, pursuing certifications or expertise in a learning discipline
Business travel will be required when needed to assist other properties in an L&D capacity

Requirements

University degree – equivalent experience required
Experience in L&D Management preferred
Minimum of 3 years’ experience working in a managerial capacity
Experience in hotel operations, preferably luxury hospitality or other service environments in diverse cultures
Excellent communication skills, facilitation skills, instructional design, strong analytical and critical thinking, coaching skills and influencing skills
Adult learning styles and principles
Needs Assessment methodologies and learning needs identification
Learning technologies, such as e-learning options and distance learning
Theories and types of evaluation for measuring program financial impact
Project planning tools and processes
Communication and influencing strategies
Basic budgeting, accounting and financial management
Current on industry trends affecting workplace learning
Successful candidate must possess legal work authorization in United States
Flexible scheduling and availability required
In person requirement for all properties (this is a non-remote position)
Commute to both San Francisco properties on a weekly basis, attend Hotel specific meetings, conduct in-person trainings, etc

What we offer

Fully paid for medical, dental, and vision insurance for employee and immediate family
Holiday, vacation, and sick pay
401k participation with a company matching program
Complimentary stays at Four Seasons worldwide (subject to availability)
Free employee meals prepared by the culinary team
Complimentary dry cleaning for work attire
Free employee parking (Silicon Valley location only)

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