Learning & Development Manager

About the role

The Learning & Development Manager reports to the Director of Talent & Culture and is responsible for identifying training needs across the hotel, designing cost-effective learning initiatives and ensuring consistent application of policies, standards and procedures. The role supports Fairmont The Palm’s commitment to exceptional guest service by delivering high-quality training and development programmes for all Heartists.

Key responsibilities

• Collaborate with department heads to design and deliver new-hire orientation and on-the-job training, ensuring all Heartists receive the necessary skills to perform their roles.
• Develop and maintain an annual training plan aligned with performance appraisals, personal development plans and hotel objectives.
• Monitor and control the training budget in partnership with the Director of Talent & Culture, adjusting expenditures as hotel needs evolve.
• Identify training gaps from guest feedback, Voice of Guest data and satisfaction surveys, and create targeted learning solutions.
• Publish quarterly training calendars, communicate schedules to department leaders and track attendance and effectiveness of each programme.
• Provide coaching and advice to managers and staff on career development, qualifications and performance-related matters.
• Maintain accurate records of all training activities and ensure timely response to training requests.

Required profile

• Proven leadership experience in Learning & Development within the hospitality sector.
• Strong knowledge of luxury‑hotel standards and guest‑service culture.
• Excellent oral and written communication skills.
• Ability to train, coach and develop team members.
• Strong organisational, presentation and analytical abilities.
• Proficiency with standard computer applications.