Learning & Development Manager

Job Description

Job Purpose

This position is responsible for managing the learning process within the Ibis Mumbai Hotel. The Learning & Development Manager ensures that all learning and development activities are completely aligned with the culture, values and strategy of the hotel. He/she monitors and analyzes staff training needs and oversee and implement all departmental training programs.

Reporting Lines

Key Interactions

Internally

• All departments

Externally

• Guests
• Visitors
• External Trainers
• Vendors

KEY RESPONSIBILITIES

1. Learning & Development Planning

• Develop and implement the annual Learning & Development Plan and Training Calendar in line with hotel business objectives, brand standards and operational requirements.
• Conduct an quarterly & annual Training Needs Analysis (TNA) in consultation with Heads of Departments and managers to identify technical, functional, behavioural and leadership development needs.
• Prioritize training requirements based on business performance, guest feedback, employee feedback, audits, performance reviews and departmental requirements.
• Plan and manage the annual L&D budget and ensure effective utilization of approved resources.
• Continuously review the learning plan and make necessary changes based on business and operational priorities.

2. Training Delivery & Facilitation

• Plan, coordinate and facilitate classroom, on-the-job, experiential and digital learning programs.
• Deliver engaging training sessions covering service excellence, communication, leadership, teamwork, grooming, brand standards, hotel policies, compliance and other identified development areas.
• Coordinate with departmental subject matter experts and internal trainers for technical and operational training.
• Develop and maintain relevant training materials, presentations, activities and learning resources.
• Introduce creative and interactive learning methods to improve employee participation and knowledge retention.
• Ensure training is practical and supports employees in applying their learning on the job.

3. New Joiner Induction & Onboarding

• Own and continuously improve the new joiner induction and onboarding process.
• Coordinate hotel induction covering hotel culture, values, brand standards, policies, procedures, safety and service expectations.
• Ensure new employees complete mandatory induction and required training within defined timelines.
• Work with HODs to ensure effective departmental orientation and integration of new employees.
• Support buddy, mentoring and onboarding initiatives wherever applicable.

4. Talent & Leadership Development

• Support the identification and development of high-potential employees and future leaders.
• Coordinate leadership and supervisory development programs for managers and emerging leaders.
• Work with HODs to identify development opportunities for employees through coaching, cross-training, job rotation and exposure.
• Support individual development plans and career development initiatives.
• Contribute to succession planning by identifying critical capability gaps and development requirements.
• Promote internal career growth and learning opportunities across the hotel/cluster.

5. Training Effectiveness & Continuous Improvement

• Evaluate the effectiveness of training through participant feedback, assessments, observation and post-training follow-up.
• Work with managers to assess whether learning is being applied effectively in the workplace.
• Identify recurring performance or competency gaps and recommend appropriate learning interventions.
• Track training outcomes and continuously improve training content and delivery methods.
• Ensure training focuses on measurable improvement rather than only completion of training hours.

6. Compliance & Mandatory Training

• Ensure timely completion and proper documentation of all mandatory training programs.
• Coordinate training related to Fire & Life Safety, Food Safety/HACCP, Health & Safety, POSH, Information Security, Emergency Procedures, Hygiene and other statutory or brand requirements.
• Maintain proper training records and supporting documentation for internal, brand and statutory audits.
• Coordinate with relevant internal departments and external agencies for specialized and mandatory training.

7. Learning Resources & Digital Learning

• Develop and maintain a centralized learning resource library containing presentations, videos, books, manuals, e-learning resources and other relevant materials.
• Promote the use of available Accor learning platforms, digital learning resources and self-learning opportunities.
• Ensure training content is regularly reviewed and updated based on operational and brand requirements.
• Encourage employees to take ownership of their continuous professional development.

8. External Training & Industry Partnerships

• Build relationships with hospitality institutes, universities, industry associations, training companies and professional organizations.
• Identify suitable external training programs, workshops, certifications and development opportunities.
• Evaluate and coordinate external trainers and training vendors as required.
• Explore opportunities for apprenticeships, internships, academic partnerships and industry exposure in coordination with Talent & Culture.

9. Reporting & Administration

• Maintain accurate records of all training activities, attendance, assessments, feedback and completion status.
• Prepare and maintain the monthly and annual Training Calendar.
• Prepare regular L&D reports and dashboards covering training hours, participation, completion, mandatory training and budget utilization.
• Monitor departmental training performance and highlight gaps to the relevant HOD and management.
• Maintain all L&D documentation in an organized and audit-ready manner.

10. Employee Engagement & Service Culture

• Support People & Culture initiatives that strengthen employee engagement, recognition and a positive workplace culture.
• Use learning interventions to reinforce hotel values, service culture and desired behaviours.
• Encourage teamwork, knowledge sharing, coaching and peer learning.
• Support hotel-wide engagement and development initiatives as required.

11. Stakeholder Management

• Build strong working relationships with the General Manager, HODs, managers, departmental trainers and employees at all levels.
• Act as a learning partner to operational departments and provide recommendations on capability-building requirements.
• Participate in management meetings, departmental discussions and operational briefings where L&D input is required.
• Ensure learning initiatives are aligned with operational realities and business priorities.

SPAN OF CONTROL

Area

Responsibility

L&D Budget

Plan, monitor and ensure effective utilization of approved L&D budget

Training Calendar

Prepare, coordinate, monitor and update annual/monthly training calendar

Training Delivery

Facilitate and coordinate internal, external, mandatory and development programs

Training Vendors

Identify, coordinate and evaluate external training partners

Internal Trainers

Coach, support and monitor departmental trainers

Employee Development

Coordinate talent, leadership and career development initiatives

Compliance Training

Monitor completion and documentation of mandatory training

Core Competencies

• Learning & Development
• Training & Facilitation
• Leadership & People Development
• Coaching & Mentoring
• Communication
• Stakeholder Management
• Relationship Building
• Planning & Organizing
• Problem Solving
• Business Acumen
• Creativity & Innovation
• Results Orientation
• Teamwork & Collaboration
• Adaptability and Resilience

Personal Attributes

• Passionate about people development and hospitality.
• Confident and engaging facilitator with strong interpersonal skills.
• Proactive, creative and self-driven.
• Able to influence and work effectively with employees and managers at all levels.
• Strong service orientation and attention to detail.
• Comfortable working in a fast-paced hotel environment.
• Professional, approachable and well-presented.
• Demonstrates integrity, confidentiality and sound judgement.

GENERAL RESPONSIBILITIES

• Be fully conversant with hotel Fire & Life Safety, Emergency, Security and Health & Safety procedures.
• Attend management meetings, departmental briefings, trainings and other meetings as assigned.
• Maintain high standards of personal appearance, grooming and hygiene at all times.
• Maintain confidentiality of employee and organizational information.
• Comply with all hotel, Accor, Talent & Culture, statutory and departmental policies and procedures.
• Perform any other reasonable duties and responsibilities assigned by Management.

Qualifications

PROFILE

Education & Experience

• Bachelor's Degree in Human Resources, Hotel Management, Business Administration or a related discipline.
• Minimum 5–8 years of relevant experience in Learning & Development, Training, Talent Development or Human Resources, preferably within the hospitality industry.
• Previous experience in a hotel L&D / Training Manager role will be preferred.
• Experience in training needs analysis, training planning, facilitation and evaluation.
• Experience in managing training budgets, vendors, records and L&D reporting.
• Knowledge of hospitality operations, service standards and employee development practices.

Technical Skills

• Proficient in MS Excel, Word and PowerPoint.
• Strong presentation, facilitation and training material development skills.
• Ability to prepare L&D reports, dashboards and presentations.
• Familiarity with digital learning platforms and Learning Management Systems will be an advantage.
• Good analytical and data interpretation skills.

Additional Information