Shangri-La DubaiThe award-winning Shangri-La Dubai offers luxurious accommodations, exceptional dining, and gracious hospitality in the heart of one of the world\'s most dynamic cities.The hotel\'s 302 rooms, serviced apartments, residences, and offices offer a combination of traditional luxury and modern functionality. Fantastic views and thoughtfully selected furnishings create an experience of unparalleled style and comfort.As Director of Learning & Development, we rely on you to:

• You will be responsible for designing, implementing, and managing a comprehensive learning and development strategy tailored to the hospitality industry
• Ensure that our employees, from front-line staff to senior management, have access to high-quality training that supports our service standards, enhances performance, and promotes career growth. This role is integral to maintaining the luxury experience we are renowned for and driving a culture of continuous learning and improvement
• Lead the design and execution of the hotel\'s learning and development strategy, ensuring alignment with our service and operational standards
• Create and deliver engaging training programs for all departments, including guest services, food & beverage, housekeeping, and leadership development
• Identify training needs through consultations with department heads, performance reviews, and guest feedback
• Manage the ongoing professional development of all team members, focusing on service excellence and hospitality-specific skills
• Implement a mix of learning methods, including e-learning, workshops, hands-on training, and mentorship programs
• Evaluate and measure the effectiveness of training initiatives through KPIs such as guest satisfaction, employee performance, and retention rates
• Stay up to date with industry trends and continuously refine training programs to reflect best practices in hospitality and luxury service
• In terms of Quality Improvement, Reports to the General Manager / Resident Manager of the hotel and together, create and encourage an environment of continuous improvement. To champion all Quality improvement initiatives - communicate, implement and ensure understanding of the importance and value of utilizing quality tools in continuously improving Key Strategies to Achieve Excellence and to partner with and support all hotel leaders in meeting and/or exceeding their goals relating to Performance Monitor and Performance Research
• Develops annual training plan for general skills, knowledge, languages, and areas for improvement based on the result of training need analysis and revise when needed
• Monitors training expense within budget
• Prepares monthly training expense report and 3-month forecast
• Statistical analysis, identify specific key drivers of satisfaction for hotel and communication of results throughout the hotel. Partner with Shangri-La Quality Improvement to provide leaders with Operational Reports and analysis to meet/exceed goals
• Responsible for training new and existing colleagues on the utilization and benefits of QI initiatives for continuously improving systems and processes
• Performance Monitor (Individual Guest and Events Management): Improvement of Overall Stay Experience Ratings for Individual Guests, Overall Event Satisfaction Ratings for Events Management and acceptable sample disposition data

We are looking for someone who:

• At least 7-10 years of experience in learning and development, with 5+ years in a leadership role within the hospitality or luxury service industry
• Proven experience in designing and implementing training programs tailored to the hospitality sector including service excellence
• Strong leadership and coaching skills, with the ability to motivate and inspire employees at all levels
• Excellent communication and interpersonal skills with the ability to work collaboratively across departments
• Plans, organizers, monitors, coordinates and conducts training activities effectively in order to upgrade the performance of our employees to meet the hotel standard

Shangri-La Hotels & Resorts