Manager, Learning, Development, & Quality
(20180)
Job Summary The Manager, Learning, Development, & Quality is responsible for driving a culture of service excellence, continuous learning, and operational excellence across the Resort. This role leads the design, implementation, and evaluation of learning and development strategies, quality improvement initiatives, and performance enhancement programs that strengthen colleague capability, elevate the guest experience, and support business objectives. As the champion of One&Only brand standards, they will partner closely with leaders across the business to develop talent, foster engagement, and embed a culture of accountability, innovation, and improvement.
Key Duties and Responsibilities Strategic Partnership
- Align management practices, behaviors, and decision-making with One&Only Moonlight Basin and Kerzner International vision, values, operating standards, and policies.
- Act as a strategic partner to the Director of Human Resources, General Manager, Executive Committee, and Department Heads to support business goals and organizational effectiveness.
- Build strong working relationships across all departments and foster a collaborative, high-performance culture.
- Influence and engage leaders at all levels to drive organizational change, employee development, and quality improvement initiatives.
- Participate in Executive Committee meetings and provide insights on quality performance, guest satisfaction, employee engagement, operational trends, and continuous improvement opportunities.
- Develop policies, strategies, and initiatives that support learning, development, quality, and organizational excellence.
Training Strategy
- Lead all Learning & Development activities across the Resort, including annual training plans, training needs analysis, budget management, program implementation, and effectiveness measurement.
- Ensure brand culture trainings remain top-of-mind through awareness campaigns and reinforcement activities.
- Partner with Department Heads to identify capability gaps, implementing development programs that strengthen performance and support succession planning.
- Facilitate leadership development programs, team-building initiatives, and organizational effectiveness workshops.
- Develop departmental trainers to enhance internal training methods.
- Evaluate training effectiveness through feedback, performance indicators, guest satisfaction results, and operational outcomes.
- Maintain a comprehensive training library of learning resources, books, videos, digital content, and development tools.
- Design and facilitate training programs covering areas such as brand standards, problem-solving methodologies, root cause analysis, quality coaching, strategic planning, etc.
Quality Management
- Lead the Resort's Total Quality Management (TQM) and Continuous Improvement programs.
- Build organizational commitment and engagement for quality initiatives at all levels.
- Ensure quality initiatives are properly documented, tracked, measured, and communicated.
- Deploy quality-related projects from planning through implementation, monitoring, evaluation, and lessons learned.
- Monitor, analyze, and communicate quality performance indicators, including Guest Satisfaction Surveys, Employee Engagement Surveys, Guest Incident Reports, etc.
- Maintain complete awareness of current quality performance levels, ensuring effective communication across the organization
- Prepare and present monthly, quarterly, and annual quality reports.
- Communicate quality initiatives, progress, achievements, and lessons learned to leadership teams and employees.
- Develop and publish quality-related communications, including newsletters, quality updates, recognition programs, and awareness materials.
Service Excellence
- Champion service excellence and ensure adherence to One&Only brand standards.
- Conduct regular operational audits and property walkthroughs to evaluate service delivery, employee engagement, and standards compliance.
- Monitor guest and employee interactions, providing coaching where required.
- Develop and implement recognition and reward programs that encourage participation in quality and improvement initiatives.
- Foster a positive work environment that supports engagement, productivity, and morale.
Financial Management
- Develop and manage annual budgets for Learning & Development and Quality initiatives.
- Monitor expenditures and ensure effective utilization of resources.
- Contribute to annual business planning and budgeting processes.
- Measure return on investment and business impact of current programs.
Professional Development
- Demonstrate a commitment to continuous personal and professional development.
- Stay current with industry trends, learning methodologies, quality management practices, and hospitality best practices.
- Build relationships with industry peers, quality professionals, and hospitality organizations to share knowledge and identify emerging best practices.
- Attend relevant conferences, seminars, workshops, and professional development events.
Other
- Perform additional responsibilities as assigned by the Director, Human Resources, Resort Manager, and General Manager
Skills, Experience & Educational Requirements - Bachelor's degree in Business Administration, Hospitality Management, or a related field, or the equivalent of professional experience
- Minimum of 4 years of experience in Learning & Development, Quality Management, Organizational Development, and/or a related discipline
- Previous experience in a management position within a luxury hospitality environment
- Proficient in Microsoft Office Suite and Learning Management Systems (LMS)
- Demonstrated experience designing and facilitating leadership development programs, quality improvement initiatives, and organizational change efforts
- Proven experience analyzing performance metrics, guest satisfaction data, and employee engagement results to drive business outcomes
- Ability to collaborate and contribute effectively and efficiently across all levels of the organization
- Ability to meet deadlines while managing multiple priorities
- Willingness to work flexible hours, including evenings, weekends, and holidays
Benefits- Medical insurance - 80% of premium paid by employer
- Health Savings Account with $50 employer contribution per pay period
- Dental, vision & life insurance - 100% of premium paid by employer
- 401(k) program participation - 4% employer match
- 5 weeks of PTO (Paid Time Off)
- 8 paid holidays
- Complimentary transportation to & from resort
- Complimentary meal per shift
- Discounts at F&B, Retail, & Wellness outlets on property
- 14 nights per year at $100/night* at Kerzner Properties worldwide
- Winter season includes complimentary ski pass to Big Sky Resort OR $225 reimbursement towards gym membership, based on availability
Physical RequirementsThe ideal candidate must be able to perform all physical requirements of the job in a safe manner, with or without reasonable accommodation. Physical requirements include, but are not limited to:
- Standing, walking, stooping, kneeling, and bending in an operational environment for extended periods
- Frequent bending, twisting, stooping, reaching, and pulling
- Lifting and carrying of loads weighing up to 30 pounds
- Working in outdoor environments, including high altitudes, that may present extreme weather conditions such as snow, ice, rain, heat, wind, etc.
