Learning and Development Manager

Mandarin Oriental

About The Job

Based at the Emirates Palace Mandarin Oriental, Abu Dhabi / within the People & Culture Department, the Learning & Development Manager is responsible for creation, implementation, and facilitation of all colleagues trainings and learning programs. The Learning & Development Manager reports to the Director of Learning & Development and Quality.

As Learning & Development Manager, you will be responsible for the following duties:

• Analyzing learning and development needs in all areas of the hotel
• Developing a strategy for learning and development of all colleagues
• Ensuring colleagues training needs are met by arranging resources for training to be conducted throughout the hotel (i.e. providing a first-class training environment emulating our guests meeting environment)
• Designing, delivering and arranging training programs to address specific training needs
• Assisting all department heads with making and implementing training decisions in their areas
• Managing the performance and development for all colleagues
• Maximizing learning by providing a creative, fun and exciting environment in delivering trainings such as: MOve In orientation, On-Job Training, Group Training Techniques program, Interviewing for Success, Presenting for Success, MOve Up and any new training programs as provided by Corporate Learning & Development
• Reporting on training completion rates across the Property
• Supporting all efforts to enliven our Company s Mission, Vision, Pillars and Legendary Quality Experiences throughout the hotel
• Controlling training expenses and managing expenditures to meet the property s needs while remaining within budget guidelines
  
  

As Learning & Development Manager, We Expect From You

• Bachelor s degree in Human Resources, Hospitality Management, Organizational Development or relevant field.
• Professional certification in Learning & Development / Training is an advantage. Additional hospitality certifications (e.g., Forbes, Leading Hotels of the World) preferred.
• Minimum 2 years of progressive experience in L&D, preferably in luxury hospitality or high-end service environments.
• Ability to perform training needs analysis and align learning interventions with operational goals.
• Strong instructional design skills both in-person and e-learning modalities.
• Familiarity with adult learning principles, blended learning techniques, and learning management systems (LMS).
• Capability to coach leaders and individual contributors.
• Deep understanding of luxury service principles and five-star hospitality standards.
• Ability to train colleagues on soft skills such as etiquette, guest engagement, personalization, and anticipatory service.
• Knowledge of brand-specific service standards
• Engaging public speaker and effective facilitator across all levels of colleagues.
• Empathy and cultural sensitivity when working with diverse teams.
• Ability to build rapport and influence across departments.
• Collaborative team player with strong leadership presence.