Summary of the Position:

The Learning and Development Manager is responsible for overseeing, developing, and rolling out best-in-class hospitality training to our Property Management teams. In this role you will lead the Learning and Development initiatives across the U.S. portfolio with the goal of elevating the hospitality experience for our customers. This role will also lead the development, implementation, and continuous evolution of Tishman Speyer's hospitality culture and service standards, ensuring a consistent, first-class customer experience across the portfolio. Working closely with Property Management leadership, the Learning and Development Manager will embed hospitality principles into daily operations, employee development, and customer interactions. This position will report directly to the Senior Director of Property Management.

Key Responsibilities

• Lead the development, implementation, and continuous evolution of Tishman Speyer's Hospitality Standards, ensuring they reflect the firm's commitment to delivering a consistent, first-class customer experience across the portfolio.
• Oversee the implementation and execution of Tishman Speyer's hospitality Learning and Development program for new and existing employees during onboarding and on an ongoing basis.
• Work across various departments to get employees up to speed in both their specific verticals and Tishman Speyer's broader hospitality initiatives.
• Partner with Property Management leadership to evaluate and enhance the end-to-end customer experience across all properties.
• Identify opportunities to elevate customer satisfaction through targeted learning initiatives and operational best practices.
• Ensure hospitality standards are consistently reflected across all customer touchpoints, including arrivals, customer communications, amenity spaces, tours, onboarding experiences, meetings, and events.
• Develop and deliver service recovery training that equips employees to confidently resolve customer concerns while strengthening customer relationships and protecting the Tishman Speyer brand.
• Partner with Property Management leadership to develop hospitality-focused leadership programs that strengthen coaching, employee engagement, accountability, and recognition.
• Partner with Human Capital Management (HCM) to develop and sustain an effective employee engagement program.
• Partner with HCM to track statistics, metrics, and ROI, and create additional learning and performance metrics as required to evaluate program effectiveness and business impact.
• Produce, compile, and evaluate pre- and post-course data to measure learning quality, participation, satisfaction, performance, and business impact.
• Conduct onsite observations, hospitality assessments, and coaching sessions to reinforce hospitality behaviors, identify best practices, and provide real-time feedback to property management teams.
• Assess the customer journey to identify opportunities to improve consistency, eliminate friction points, and create memorable customer experiences.
• Lead hospitality readiness and training efforts for new property acquisitions, developments, management transitions, and major customer experience initiatives.
• Design and generate data reporting, information, and documentation to support learning and development initiatives.
• Develop and recommend alternative training methods and delivery approaches to meet evolving business needs.
• Manage staff support for training center operations, including classroom setup and breakdown, material preparation, scheduling, inventory ordering, and resource allocation.
• Plan and manage class schedules, enrollments, training spaces, materials, and audiovisual needs for training programs.
• Attend monthly property meetings to stay connected to operational needs and gather feedback from management and employees to enhance training programs.
• Work with third-party vendors and partners on training and development efforts as required.
• Analyze customer satisfaction metrics, mystery shopping results, customer feedback, service response metrics, and operational trends to develop targeted learning initiatives and measure program effectiveness.

About You:

Qualifications:

• Bachelor's degree is required and a focus in hospitality, human resources or relevant field is preferred.
• Minimum of 5 years of learning and development experience, preferably within the hospitality industry.
• Excellent planning, time management, communication, decision making, presentation, organization and interpersonal skills.
• Possess outstanding communication and interpersonal skills to articulate effectively and maintain a professional relationship with a diverse workforce.
• Strong Microsoft Office, Word, Excel, Outlook, and PowerPoint skillset.
• Ability to effectively communicate in English, in both oral and written forms.
• Ability and willingness to travel extensively throughout the U.S. portfolio, with travel expected to comprise approximately 30-40% of the role.

Critical Competencies for Success:

• Strong capabilities in public speaking, facilitation and communication skills to be leveraged in small and large group settings.
• Ability to present and facilitate effectively to multifaceted audiences and debrief experiential learning processes.
• Ability to develop and maintain relationships of trust and confidence at all levels of the enterprise from line to executive level.
• Demonstrate integrity, dependability, responsibility, accountability, self-awareness, work ethic, and empathy.
• Possess knowledge of adult learning theories and methodologies with the ability to apply them in learning/leadership/technology and change management.
• Demonstrated ability to leverage emerging technologies, including artificial intelligence, automation, and data-driven tools, to improve efficiency, enhance decision-making, and drive innovation.

The base compensation range for this role is $95,000 to $125,000. This role is also eligible for a discretionary annual bonus, as well as access to our comprehensive medical, dental, and vision insurance, life and disability insurance, 401(k) plan (with matching contributions), wellness benefits and all other benefits afforded to full-time Tishman Speyer employees. This base range reflects a number of factors including, but not limited to, relevant experience, skill sets, and/or licensure required of an individual in this particular role. The base range is also specific to members of Tishman Speyer's New York team, as we've considered factors specific to this geography.