We are seeking an experienced and passionate Learning & Development Manager to join our luxury 5-star hotel team. This pivotal role is instrumental in strengthening our service culture, developing our colleagues, and ensuring that every guest experience consistently reflects the highest standards of luxury hospitality.

The successful candidate will lead the design, delivery, and coordination of impactful training initiatives across the hotel, with a strong focus on luxury service excellence, including LQA standards, Forbes Travel Guide expectations, brand standards, and continuous performance improvement.

Working closely with the Guest Relations & Quality Assurance Manager, Department heads, and the hotel Leadership team, the Learning & Development Manager will play a key role in fostering a culture of learning, accountability, and exceptional guest experience. This position also acts as a deputy to the Director of People & Culture, supporting broader talent development and organizational initiatives.

Náplň práce

Key responsibilities

* Develop, implement, and continuously enhance the hotel´s Learning & Development strategy in alignment with business objectives and luxury hospitality standards.

* Design and deliver engaging, high-impact training programs across all hotel departments, including onboarding, service excellence, cross-training initiatives, and development of departmental trainers.

* Lead training initiatives related to LQA, Forbes Travel Guide standards, brand standards, and internal service procedures, ensuring these are clearly understood and consistently applied in daily operations.

* Work closely with the Guest Relations & Quality Assurance Manager to identify training needs based on quality audits, guest feedback, mystery shopper results, LQA/Forbes evaluations, operational observations, and performance trends.

* Partner with Department heads to develop and maintain departmental training plans, standard operating procedures, and structured skills development programs.

* Facilitate regular standards training, refresher sessions, service role plays, practical workshops, and on-the-job coaching to reinforce a culture of excellence.

* Monitor and evaluate the effectiveness of training initiatives through feedback, audit results, performance indicators, and overall service quality outcomes, ensuring continuous improvement.

* Ensure all new colleagues experience a structured, engaging, and inspiring onboarding journey that reflects the hotel´s culture, values, and service expectations.

* Promote a strong learning culture across the hotel by encouraging continuous development, knowledge sharing, and personal accountability for guest service excellence.

* Maintain accurate and up-to-date training records, reports, attendance tracking, and individual development plans.

* Support leadership development initiatives, strengthening the capabilities of supervisors and managers across all departments.

*Actively participate in quality meetings, operational briefings, and cross-departmental initiatives focused on service excellence and colleague development.

* Stay informed of evolving luxury hospitality trends, Forbes and LQA standards, and innovative learning methodologies.

* Collaborate closely with the corporate Learning & Development team, ensuring successful implementation of corporate initiatives and projects at property level.

Požadujeme

Candidate profile

* Proven experience in Learning & Development, training quality or operations within a luxury hotel environment, ideally in a 5-star property.

* Strong understanding of luxury service standards, guest experience excellence, and overall hospitality operations.

* Experience with LQA, Forbes Travel Guide standards, brand audits, and quality assurance frameworks is highly desirable.

* Excellent presentation, facilitation, and coaching skills, with the ability to engage and inspire diverse teams.

* Proven ability to translate standards and audit requirements into practical, engaging, and memorable training experiences.

* Strong interpersonal skills with the ability to build trust, credibility, and influence across all levels of the organization.

* A naturally positive, engaging, and highly personable individual, who brings energy to interactions and consistently represents the warmth, elegance, and professionalism of a luxury brand.

* Highly organized, proactive, and capable of managing multiple priorities in a dynamic environment.

* Strong communication skills in English. Knowledge of Czech is an advantage.

* Confident user of MS Office and learning/training tools.

* Genuine passion for developing people and creating exceptional guest experiences, with a strong commitment to service excellence.

Nabízíme

What awaits you in this role

* Opportunity to create signature training programs.

* Direct influence on luxury service standards.

* Collaboration with top in-house experts.

* Ownership of the coleague onboarding experience.

* Role as a Fairmont Brand Ambassador.

* Space for innovation and pilot projects.

* Real-time impact on guest experience quality.

* A role within an iconic Fairmont property.