Learning & Development Specialist

• Drives service quality assurance initiatives
• Partners with peers and superiors to determine performance gaps and learning needs
• Works with Regional L&D Manager and Operational Division Heads to review key metrics and plans training activities accordingly
• Is involved in ensuring the necessary training and learning is conducted in departments on a consistent basis
• Manages an effective standard training program and ensures Service Training Manuals are updated regularly and training checklists are turned in for new hires
• Maintains an effective Certified Departmental Training program
• Responsible for an indirect reporting relationship with the Certified Departmental Trainers (CDT’s)
• Trains new CDT’s when required and regularly coaches and develops CDT’s in their role and responsibilities
• Bases the direction for service quality on a thorough and continuous Quality Needs Analysis
• Along with RLDM creates and produces a quarterly Quality Needs Analysis (QNA) and planned improvements aligned to property’s goals & budget cycle
• Designs solutions for service quality by rapidly addressing, creating, and implementing programs that target performance gaps
• Evaluates the effect of programs and initiatives through measuring results and monitoring change
• Assists Managers with understanding service quality and how to drive performance improvement
• Supports Learning and Development initiatives to align with service quality needs and initiatives
• Embrace the Four Seasons Leadership behaviors and is an example of how they should be displayed
• Address engagement and performance needs with creative Service Quality solutions
• Is a champion for core and culture standards achievement through training, testing, campaigns and initiatives
• Is a champion of innovative practices
• Markets the Service Quality programs, initiatives, and performance improvement
• Provides input for monthly and quarterly service quality reports that reflect performance gaps and learning needs
• Prepares and maintains training attendance records in FS Learning
• Coordinates and organizes programs facilitated by internal and external trainers
• Oversees the Onboarding experience for all new hires
• Maintains Onboarding Training records
• Assist in planning and facilitating Embark

• Hospitality/Hotel Management degree, or related field
• At least two year of operational hospitality experience
• Willing and able to adhere to all Four Seasons’ policies and procedures
• Represent the People and Culture department in a positive, professional manner at all times
• Maintain confidentiality of all People and Culture issues
• Be an advocate for a great employee experience
• US work authorization is required

Spanish and Creole speaking & comprehension a plus

• Energizing Employee Culture where you are encouraged to be your true self
• Comprehensive learning and development programs to help you master your craft
• Inclusive and diverse employee engagement events all year-round
• Exclusive discount and travel programs with Four Seasons
• Competitive wages and benefits (Medical, Dental, Vision and Retirement Plan)