Learning & Development Specialist

Company Overview Four Seasons is powered by our people. We are a collective of individuals who crave to become better, push ourselves to new heights, and treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world‑class employee experience and company culture. Location Poolside paradise meets city sleek under the Miami sun. Above the trendy Brickell Avenue – a blend of big city adventure and a tropical getaway – guests arrive at our lifestyle‑inspired lobby, savour fun and flavourful dining experiences, and spend the day with a swim or sway in a hammock within our two‑acre sun‑kissed sanctuary. It is all set against the Miami skyline overlooking the city’s fashionable art, dining, and entertainment scenes just minutes from our doorstep. Position: Learning & Development Specialist Four Seasons Hotel Miami is looking for a Learning & Development Specialist who shares a passion for excellence and infuses enthusiasm into everything they do. Employees have the opportunity to shape the guest experience by providing exceptional knowledge and service in support of our world‑renowned organization. Job Functions Drive service quality assurance initiatives. Partner with peers and superiors to determine performance gaps and learning needs. Work with Regional L&D Manager and Operational Division Heads to review key metrics (glitches, LQA, standards missed, GES scores) and plan training activities accordingly. Ensure the necessary training and learning is conducted in departments on a consistent basis. Manage an effective standard training program and ensure Service Training Manuals are updated regularly and training checklists are turned in for new hires. Maintain an effective Certified Departmental Training program. Support an indirect reporting relationship with Certified Departmental Trainers (CDTs), ensuring their roles and responsibilities are upheld in standards achievement and improved guest satisfaction. Train new CDTs when required and regularly coach and develop CDTs in their role and responsibilities. Base the direction for service quality on a thorough and continuous Quality Needs Analysis. Co‑create and produce a quarterly Quality Needs Analysis (QNA) and planned improvements aligned to property goals & budget cycle. Design solutions for service quality by rapidly addressing, creating, and implementing programs that target performance gaps. Evaluate the effect of programs and initiatives through measuring results and monitoring change. Assist managers with understanding service quality and how to drive performance improvement. Support Learning & Development initiatives to align with service quality needs and initiatives. Embrace the Four Seasons Leadership behaviors and serve as an example of how they should be displayed. Address engagement and performance needs with creative Service Quality solutions. Champion core and culture standards achievement through training, testing, campaigns, and initiatives. Market Service Quality programs, initiatives, and performance improvement. Provide input for monthly and quarterly service quality reports that reflect performance gaps and learning needs. Prepare and maintain training attendance records in FS Learning. Coordinate and organize programs facilitated by internal and external trainers. Oversee the onboarding experience for all new hires. Maintain onboarding training records. Assist in planning and facilitating Embark. Preferred Qualifications and Skills Education: Hospitality/Hotel Management degree, or related field. Experience: At least two years of operational hospitality experience. Skills and Abilities: 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, Spanish and Creole speaking & comprehension a plus. Schedule & Hours Full‑time. Days / Evenings / Occasional weekends. Benefits Energizing Employee Culture where employees are encouraged to be their true selves. Comprehensive learning and development programs to help employees master their craft. Inclusive and diverse employee engagement events throughout the year. Exclusive discount and travel programs with Four Seasons. Competitive wages and benefits (Medical, Dental, Vision and Retirement Plan). And more. Visa Requirements US work authorization is required. Equal Opportunity Statement Four Seasons is an Equal Opportunity, Affluent Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the “EEOC is The Law” Information poster please visit this website: #J-18808-Ljbffr SupportFinity™