Learning & Development Manager

JOB SUMMARY

At Emirates Wolgan Valley, a Ritz-Carlton Lodge, the Learning & Development Manager is responsible for driving the property's learning culture through the design, delivery, and execution of training, performance development, and leadership development initiatives. This role ensures that all associates and leaders embody the Gold Standards of The Ritz-Carlton while delivering exceptional guest experiences aligned with the Reserve brand philosophy.

The position partners closely with Human Resources, Operations Leaders, and Department Heads to develop talent, build leadership capability, support compliance requirements, and enhance overall business performance. The Learning & Development Manager acts as the subject matter expert on learning systems, leadership development resources, service excellence programs, and associate engagement initiatives.

CANDIDATE PROFILE Education and Experience Required

• High School Diploma or GED.
• Minimum 2 years' experience in hospitality operations, learning and development, human resources, or a related professional field.
• Experience facilitating training programs and group learning sessions.

Preferred

• Bachelor's Degree in Human Resources, Business Administration, Hospitality Management, Education, Learning & Development, or a related discipline.
• Previous experience in a luxury hotel, resort, lodge, or remote hospitality environment.
• Prior experience in a Human Resources Generalist, Training Manager, Learning & Development, or operational leadership role.
• Experience with Marriott International learning platforms and systems.
• TC2 Certified (Marriott) or equivalent training/facilitation certification.
• Multi-lingual capability highly regarded.
• Experience delivering leadership development and service excellence programs.

CORE WORK ACTIVITIES Learning Delivery & Compliance

• Lead and deliver onboarding, orientation, brand immersion, compliance training, and service culture programs across the resort.
• Facilitate training programs for associates, supervisors, and leaders, ensuring alignment with The Ritz-Carlton Gold Standards and Lodge brand expectations.
• Drive consistent execution of learning initiatives that enhance guest satisfaction, associate engagement, and operational performance.
• Ensure all mandatory compliance training is completed within required timeframes.
• Monitor and manage training completion through Marriott learning systems and reporting tools.
• Maintain accurate and up-to-date learning records and training documentation.
• Coordinate and administer new hire learning plans and departmental onboarding schedules.
• Support departmental trainers and leaders in delivering effective skills-based training.
• Evaluate learning effectiveness and recommend continuous improvement opportunities.
• Leverage adult learning principles to create engaging and impactful learning experiences.
• Utilize various learning methodologies including classroom, virtual, experiential, on-the-job, and peer-to-peer learning approaches.
• Promote a culture of continuous learning and professional development throughout the resort.

Leadership Development

• Serve as the property expert for Marriott and Ritz-Carlton leadership development programs and resources.
• Partner with department leaders to identify talent and create individual development plans.
• Support succession planning, leadership readiness, and internal career progression initiatives.
• Facilitate leadership workshops, coaching conversations, and development activities for supervisors and managers.
• Support the Management Development and Readiness Process (MDRP) and other talent review activities.
• Coach leaders in delivering meaningful performance feedback and development discussions.
• Assist in the implementation of leadership programs that build capability, accountability, and engagement.

Service Excellence & Culture

• Champion The Ritz-Carlton Gold Standards, Employee Promise, and Credo throughout all learning initiatives.
• Reinforce luxury service behaviours and emotional guest engagement practices that create memorable experiences.
• Support cultural and engagement initiatives that strengthen associate connection, retention, and workplace culture.
• Facilitate daily line-ups, service refreshers, and recognition-based learning activities.
• Actively promote a culture of excellence, professionalism, and continuous improvement.

Stakeholder Relationships

• Build strong partnerships with Department Heads, Executive Committee Members, and operational leaders.
• Consult with leaders to assess performance challenges and develop effective learning solutions.
• Collaborate with Human Resources to support associate engagement, retention, and development strategies.
• Communicate learning priorities, progress, and outcomes effectively to all stakeholders.
• Support operational initiatives by aligning learning activities with business goals and performance objectives.
• Partner with leaders to enhance guest satisfaction, quality assurance results, and associate engagement outcomes.
• Maintain strong relationships with Marriott International learning and talent development teams where appropriate.

Key Success Measures

• Learning compliance completion rates.
• New hire onboarding effectiveness.
• Associate engagement and retention outcomes.
• Leadership pipeline development and succession readiness.
• Guest satisfaction and service excellence indicators.
• Departmental training effectiveness scores.
• Internal promotion and career development success rates.