Key Responsibilities

• Partner with department leadership to assess learning needs and develop strategic learning roadmaps aligned with business objectives.
• Conduct learning needs analyses (LNA), performance assessments, and organizational gap analyses.
• Review Quality Assurance trends, guest feedback, operational KPIs, call monitoring results, and business metrics to proactively identify training needs.
• Conduct and Consult with leaders to identify root causes of performance challenges and recommend learning and non-learning solutions.
• Translate operational priorities into measurable learning objectives and performance improvement strategies.
• Serve as a trusted advisor to business leaders on organizational capability development.
• Serve as the organization's lead facilitator for executive-level and high-visibility learning experiences.
• Develop and Deliver workshops focused on leadership, coaching, accountability, communication, emotional intelligence, facilitation, performance management, change leadership, and luxury leadership behaviors.
• Manage the end-to-end development of training curriculums, including eLearning modules, instructor-led content, and blended learning experiences.

Qualifications

Education

• Bachelor's degree in Education, Learning & Development, Organizational Development, Instructional Design, Human Resources, Business Administration, IO Psychology or a related field.

Experience & Skills

• Minimum 8 years of progressive Learning & Development experience, preferably within hospitality, luxury service, sales, or contact center environments.
• Extensive classroom and virtual facilitation experience with frontline employees, leaders, and executive audiences.
• Demonstrated experience conducting learning needs analyses, performance consulting, and organizational gap assessments.
• Proven ability to design and implement strategic learning solutions from concept through execution.
• Advanced instructional design expertise and knowledge of adult learning theory.
• Experience reviewing Quality Assurance trends, operational metrics, and business performance data to identify learning opportunities.
• Strong project management and stakeholder management skills.
• Experience leading cross-functional enterprise initiatives.
• Experience mentoring trainers and facilitating train-the-trainer programs.
• Proficiency with Articulate 360, Learning Management Systems (LMS), Microsoft Office Suite, multimedia development tools, and learning technologies.

Core Competencies

• Strategic Learning Consulting
• Adult Learning & Facilitation Excellence
• Instructional Design
• Learning Needs Analysis
• Performance Gap Analysis
• Quality Assurance Trend Analysis
• Learning Analytics & Reporting
• Leadership Development
• Organizational Development
• Business Acumen
• Executive Presence
• Project Leadership
• Stakeholder Management
• Change Management
• Continuous Improvement
• Cross-functional Collaboration