Group Training & Learning Development Manager

Role Overview

This is a group-level learning and development leadership position accountable for how every property in a multi-brand hospitality portfolio — hotels, resorts and camps — builds the capability of its people. Day to day, the role holder sets the learning agenda, translates business priorities into training plans, and works shoulder to shoulder with property leaders to make service standards consistent from one destination to the next. The impact is direct: when colleagues at every level are properly equipped, guests feel it in the quality of their stay and the business sees it in operational performance.

Key Responsibilities

• Shape and roll out the group-wide learning and development strategy, including annual training calendars, competency frameworks and supporting budgets that map directly to commercial and operational goals.
• Run organisation-wide training needs analyses across properties and departments, then design focused interventions that close the identified skills gaps.
• Create and deliver service excellence programmes that lift guest satisfaction scores and embed a consistent service culture across the portfolio.
• Build leadership pipelines through development, coaching, mentoring and succession planning initiatives aimed at future property and group leaders.
• Standardise operational training across all departments so that service delivery and brand standards are applied consistently at every property.
• Own the learning technology stack — Learning Management Systems, training records, compliance tracking, certifications and knowledge management — keeping data accurate and audit-ready.
• Measure and report on training effectiveness, service quality, learning outcomes and return on investment, using the findings to drive continuous improvement.
• Cultivate relationships with industry partners, training institutions, external consultants and accreditation bodies, and provide learning support for wider organisational change programmes.

Requirements & Qualifications

• Bachelor's degree in Hospitality Management, Human Resource Management, Business Administration or a closely related discipline; a Master's degree is viewed favourably.
• Training of Trainers (TOT) certification is mandatory. An additional Learning & Development qualification is an advantage.
• Membership of a recognised hospitality, training or HR professional body is desirable.
• At least 8 years working in Learning & Development within the hospitality sector, with a minimum of 5 of those years in a senior L&D or training management capacity.
• Hands-on experience inside an internationally branded hotel, luxury resort, multinational hospitality group or established hotel chain.
• A track record of designing and delivering training programmes successfully across several properties rather than a single site.
• Deep expertise in service excellence, leadership development, instructional design and facilitation, stakeholder management and performance evaluation.