Job Description

The Learning & Development (L&D;) Manager is responsible for developing, implementing, and driving the hotel's learning, training, talent development, and organizational culture initiatives during the pre-opening phase and beyond. This role plays a critical part in building a highly skilled, service-oriented, and engaged workforce by ensuring all team members are fully trained, certified, and aligned with the hotel's brand standards prior to opening.

The L&D; Manager will partner closely with department heads to create a culture of continuous learning, operational excellence, guest-centric service, and leadership development while ensuring compliance with statutory, safety, and brand requirements.

Key Responsibilities

1. Pre-Opening Training Strategy & Planning

- Develop and execute the overall pre-opening learning and development roadmap.
- Create a detailed pre-opening training calendar covering all hotel departments.
- Identify training needs for each department based on manning plans and operational requirements.
- Coordinate with corporate and brand learning teams to implement mandatory brand training programs.
- Establish learning systems, policies, procedures, and training documentation before hotel opening.
- Prepare pre-opening learning budgets and track training expenses.

2. New Hire Orientation & Onboarding

- Design and deliver impactful induction and orientation programs for all new employees.
- Ensure all colleagues understand:
- Brand values
- Vision and mission
- Hotel culture
- Service standards
- Code of conduct
- Safety and security procedures

- Conduct regular onboarding feedback sessions.
- Monitor onboarding effectiveness and employee integration.

3. Departmental Skills Training

- Partner with department heads to identify technical and operational skill requirements.
- Develop training modules for:
- Front Office
- Housekeeping
- Food & Beverage Service




- Culinary
- Engineering
- Security
- Finance
- Sales & Marketing
- Reservations
- Spa and Recreation

- Ensure Standard Operating Procedures (SOPs) are embedded within training programs.
- Conduct training needs analysis and competency assessments.

4. Brand Standards & Service Excellence

- Lead all hotel service culture initiatives.
- Facilitate brand immersion and service excellence programs.
- Ensure all employees are certified on:
- Brand standards
- Luxury/service culture expectations
- Guest engagement practices
- Quality assurance requirements

- Conduct service audits and mystery guest readiness assessments before opening.
- Drive consistent delivery of guest experience standards.

5. Compliance, Safety & Mandatory Training

- Manage mandatory certifications and compliance training programs.
- Ensure completion and tracking of:
- Fire Life Safety (FLS)
- POSH (Prevention of Sexual Harassment)
- Food Safety & Hygiene
- First Aid
- Health & Safety
- Information Security
- Security Awareness
- Emergency Response Procedures
- Local statutory training requirements

- Maintain accurate training records and audit documentation.

6. Leadership & Talent Development

- Support leadership capability building across all management levels.
- Design development programs for:
- Supervisors
- Assistant Managers
- Department Heads
- High-Potential Employees

- Facilitate coaching and mentoring initiatives.
- Support succession planning and career development frameworks.




- Drive Individual Development Plans (IDPs).

7. Learning Management Systems (LMS)

- Administer and maintain the hotel's Learning Management System.
- Track training completion, certifications, and compliance status.
- Generate monthly learning reports and dashboards.
- Ensure training records remain audit-ready.
- Drive digital learning adoption and e-learning engagement.

8. Pre-Opening Operational Readiness

- Coordinate training schedules aligned with project timelines.
- Ensure all associates are trained before operational activation.
- Support:
- Mock drills
- Dry runs
- Trial stays
- Soft opening activities
- Brand audits
- Readiness assessments

- Measure training effectiveness and readiness scores.

9. Employee Engagement & Culture Building

- Partner with People & Culture to build a solid employer brand and workplace culture.
- Conduct engagement workshops and culture sessions.
- Support employee recognition programs.
- Facilitate communication forums and team-building activities.
- Promote diversity, inclusion, and colleague wellbeing initiatives.

10. Training Administration & Reporting

- Prepare monthly training reports and KPI dashboards.
- Track:
- Training hours per employee
- Compliance completion rates
- Certification status
- Training effectiveness scores
- Guest service improvements

- Present training insights to the Executive Committee.
- Develop annual training plans and budgets.

Key Performance Indicators (KPIs)

- 100% pre-opening training completion.
- Brand certification compliance.
- Training hours per employee.
- New hire onboarding effectiveness.
- Employee engagement scores.
- Guest satisfaction improvements attributable to training.
- Audit and compliance scores.
- Leadership development participation and success rates.
- Learning management system utilization.
- Training budget adherence.

📌 Learning & Development Manager (Varkhand)
🏢 Radisson Hotel Group
📍 Varkhand