Learning & Development Manager

Learning & Development Manager

The Learning & Development Manager is responsible for driving a culture of continuous learning, service excellence, and leadership development across the hotel. This role will lead the design, execution, and evaluation of training programs that align with brand standards, guest expectations, and the strategic goals of the hotel. The successful candidate will be a dynamic facilitator, a strong collaborator, and a strategic thinker who ensures that every team member—from frontline staff to leadership—is equipped and inspired to deliver exceptional experiences. The Learning & Development Manager partners closely with hotel leadership and Operations to ensure training programs strengthen business performance, guest satisfaction, employee engagement, and Highgate's People First culture.

Responsibilities include:

• Develop, coordinate, and facilitate leadership development programs, service-culture workshops, compliance training, onboarding programs, and skills-based learning initiatives.
• Become a certified trainer in all required Human Resources training modules.
• Lead the deployment of new learning and development programs throughout the hotel.
• Facilitate leadership programs and provide coaching to new and existing leaders.
• Assess talent readiness, performance needs, and employee development gaps.
• Partner with Operations and department leaders to ensure training supports business performance, guest satisfaction, operational excellence, and brand standards.
• Reinforce Highgate's People First culture across all departments.
• Lead culture-immersion activities during hotel transitions, new property openings, and leadership onboarding.
• Schedule and support Highgate Hotel Orientation, including explaining benefits and conducting property tours.
• Promote a strong learning culture and encourage participation in development opportunities.
• Track training attendance, completion, effectiveness, and compliance.
• Attend all hotel-required meetings and training sessions.
• Ensure all employee paperwork is completed accurately and within required timelines.
• Maintain confidentiality of payroll, benefits, medical, and employee information.
• Monitor workers' compensation claims and related documentation.
• Complete First Reports of Injury and Employer Reports of Industrial Injury.
• Respond to unemployment claims and maintain the unemployment log.
• Coordinate with Human Resources leadership and applicable third parties to ensure timely case management and documentation.
• Participate in Manager-on-Duty coverage as required.
• Assist with special projects and employee events, including meetings, recognition activities, picnics, and celebrations.
• Perform other HR duties as requested by management.

Qualifications include:

• At least two years of progressive Human Resources experience in a hotel environment or within Learning and Development, Talent Management, Organizational Development, or a related field.
• Prior experience working in a unionized hotel environment is preferred.
• Experience developing or leading organizational capability initiatives, including leadership development, onboarding, skills academies, and performance-enablement programs.
• Experience supporting change-management initiatives and learning-culture transformations.
• Demonstrated ability to coach and develop leaders at multiple organizational levels.
• Previous supervisory experience is preferred.
• College coursework or a degree in Human Resources, Hospitality Management, Organizational Development, Business Administration, or a related field is helpful.
• High school diploma or equivalent is required.
• Strong analytical, organizational, and problem-solving abilities.
• Strong facilitation, presentation, and written and verbal communication skills.
• Ability to understand, analyze, and evaluate complex information and data from multiple sources.
• Ability to manage multiple priorities and meet departmental deadlines.
• Ability to maintain strict confidentiality.