Assistant Manager

Job Description

Position Overview

The Assistant Manager – Learning & Development is responsible for supporting and driving the Learning & Development function at Roswyn Hotel. The role focuses on building a strong learning culture, identifying and addressing learning needs, developing colleague capabilities, coordinating training programs, and ensuring the effective implementation of hotel, brand, and departmental learning initiatives.

The role works closely with the Director of People & Culture, Department Heads, managers, Departmental Trainers, and external training partners to ensure that learning and development initiatives are aligned with the hotel’s business priorities, service standards, culture, and colleague development needs.

Key Responsibilities

• Support the Director of People & Culture and People and Development Manager in developing and implementing the hotel’s overall Learning & Development strategy.
• Drive a continuous learning culture across Roswyn by ensuring that learning opportunities are accessible, relevant, prioritized, and effectively delivered.
• Work closely with Department Heads and managers to identify current and future learning and development requirements.
• Conduct regular Training Needs Analysis and prioritize identified training requirements for review and implementation.
• Develop and maintain the annual hotel training plan and monthly training calendar in consultation with the Director of People & Culture and People and Development Manager  and Department Heads.
• Coordinate and monitor the execution of hotel-wide, departmental, technical, behavioural, service, leadership, and mandatory training programs.
• Ensure that all training programs are delivered in accordance with hotel standards, brand requirements, and agreed learning objectives.
• Coordinate with Departmental Trainers and facilitators to ensure effective delivery of departmental and on-the-job training.
• Conduct regular Departmental Trainer meetings and provide guidance, coaching, and support to improve their effectiveness.
• Coordinate and assess the on-the-job training and certification of Departmental Trainers.
• Conduct on-the-job training, task-breakdown training, and selected classroom training programs as required.
• Facilitate training programs covering areas such as guest service, communication, grooming, service standards, behavioural skills, supervisory skills, interviewing skills, leadership, and other relevant topics.
• Support the implementation of brand and culture-related learning initiatives and ensure that these are effectively embedded within the hotel.
• Ensure that global and brand learning programs are appropriately adapted to meet the operational and learning requirements of Roswyn.
• Assist in tailoring learning content, including language adaptation and practical examples, to suit the hotel’s colleague profile and operational requirements.
• Support the integration and effective utilization of learning platforms, digital learning resources, and other technology-enabled learning solutions.
• Act as a learning resource to colleagues and managers by providing guidance on available learning opportunities, resources, tools, and best practices.
• Monitor emerging trends, practices, technologies, and methodologies in Learning & Development and recommend relevant initiatives to enhance the hotel’s learning environment.
• Coordinate with external consultants, facilitators, and training providers for specialized learning programs.
• Assist in managing external training partners, including scheduling, nominations, training rooms, equipment, materials, documentation, invoicing, and feedback.
• Coordinate mandatory and certification-based training programs such as food hygiene, HACCP, health and safety, and other required programs.
• Assist the Director of People & Culture in monitoring and managing the hotel’s training budget.
• Ensure all learning activities are planned and delivered within the approved training budget.
• Maintain the hotel’s training library, learning resources, training materials, training aids, and digital learning content.
• Ensure training materials, stationery, equipment, and other resources required for learning activities are available and properly maintained.
• Ensure that all required training documentation, attendance records, evaluations, certifications, and learning records are accurately maintained and archived.
• Ensure all delegates receive appropriate pre-course communication and post-course evaluation, as applicable to the training module.
• Ensure that certificates are issued to colleagues who successfully complete applicable training programs in accordance with brand requirements.
• Maintain accurate and up-to-date training records in the relevant L&D systems and databases.
• Prepare and submit monthly Learning & Development reports, dashboards, training statistics, and other relevant reports to the Director of People & Culture.
• Monitor training completion, participation, feedback, and effectiveness and highlight areas requiring further action.
• Maintain the hotel’s training notice board and ensure that the training calendar and relevant learning information are kept current.
• Regularly communicate upcoming training programs and learning opportunities to Department Heads, managers, Departmental Trainers, and colleagues.
• Support the development of management trainees, interns, apprentices, and colleagues through structured learning and development initiatives.
• Assist in the planning and delivery of development programs for supervisory and management-level colleagues.
• Identify high-potential colleagues and support the implementation of appropriate development opportunities in consultation with the Director of People & Culture.
• Coach and support Departmental Trainers and managers in developing the learning capability of their teams.
• Encourage managers and Departmental Trainers to take ownership of on-the-job learning and continuous development within their departments.
• Measure and evaluate the effectiveness of learning initiatives and recommend improvements based on feedback, business requirements, and observed performance.
• Review existing training policies, procedures, processes, and practices and recommend improvements to enhance learning effectiveness.
• Support the development and implementation of new learning programs and enhancement of existing programs in line with Roswyn’s operational requirements.
• Maintain effective communication with all departments regarding training requirements, schedules, nominations, and learning activities.
• Ensure training activities do not adversely impact hotel operations and are planned in coordination with the respective departments.
• Support learning initiatives related to colleague safety, security, emergency preparedness, and operational compliance in coordination with the relevant departments.
• Participate in Learning & Development projects and initiatives assigned by the Director of People & Culture.
• Perform any other learning and development-related duties and responsibilities as assigned by the Director of People & Culture or Hotel Management.

  Learning Culture & Capability Development

• Promote a culture where continuous learning, knowledge sharing, coaching, and development are encouraged at all levels.
• Encourage colleagues to take ownership of their personal and professional development.
• Support knowledge-sharing initiatives and facilitate the transfer of operational knowledge across departments.
• Identify opportunities to embed learning into daily operations rather than relying solely on classroom-based training.
• Encourage Department Heads and managers to actively coach and develop their teams.
• Support the creation of career development and learning pathways for colleagues.
• Develop and promote practical learning solutions that directly support operational performance and guest experience.

• Training Administration & Compliance

• Ensure the training calendar is accurate, updated, and communicated in a timely manner.
• Monitor departmental training completion and follow up on outstanding training requirements.
• Maintain complete and accurate training attendance records.
• Ensure all mandatory training and certifications are completed within the required timelines.
• Maintain proper documentation of training evaluations and certification records.
• Ensure training files and records are systematically maintained and available for audit purposes.
• Monitor training-related compliance with hotel and brand standards.
• Support internal and external training audits and provide required documentation and reports.

Qualifications

At least 2 years of related work experience following associate degree or at   least 3 years of work experience following undergraduate degree or an equivalent combination of education and work-related experience.

Alongside below key requirements and leadership competencies, the incumbent of the role will be required to demonstrate the fundamentals of the company’s service culture to be responsive, respectful and deliver a great experience.

• Proven experience in L&D roles within the hospitality industry.
• Proven progressive work-related experience in managing and directing the development and delivery of learning or organization development programs in a multi-unit organization.
• Highly developed oral and written communication skills.
• Demonstrated proficiency in designing and delivering effective learning programs to multi-cultural, multi-level audiences.
• Broad understanding of people’s strategy, including the drivers of organization effectiveness.
• Strong organizational skills, ability to project manage and execute.
• Ability to develop and design new and unique content.
• Multicultural awareness and ability to work with people from diverse cultures.
• Demonstrated teamwork communication including ability to coach and deliver feedback in a constructive manner.
• Excellent communication, interpersonal, and team leadership skills.
• Strong management skills with the ability to prioritize and manage multiple tasks simultaneously.
• Flexibility to adapt to a dynamic and fast-paced environment.
• Must be a highly capable user of Microsoft office programs including Excel, Word, PowerPoint and Outlook.
• Proven ability to converse with guests in a confident and friendly manner to deliver a luxury hotel experience
• Enthusiastic team player, with strong self-initiative and ability to work to deadlines
• Excellent interpersonal and organizational skills; written and verbal communication and presentation skills
• Previous facilitation and training experience, individual and classroom
• Coaching experience and proven ability to positively influence others
• Exceptional interpersonal and communications skills

Additional Information

• Maintain the highest standards of professionalism, grooming, conduct, and communication.
• Demonstrate enthusiasm and passion for learning and development.
• Be approachable and accessible to colleagues at all levels.
• Act as a role model for continuous learning, professional development, and operational excellence.
• Maintain confidentiality and professionalism while handling colleague development and training information.
• Build strong working relationships with Department Heads, managers, Departmental Trainers, facilitators, and external training partners.