Job Responsibilities
Strategic Leadership & Governance
- Develop and implement a portfolio-wide Operational Learning & Development strategy aligned with brand standards and business goals.
- Establish governance frameworks to ensure consistent training delivery across all Cinnamon properties.
- Partner with senior leadership to align learning initiatives with commercial priorities, guest satisfaction targets, and operational KPIs.
- Lead annual portfolio-wide training needs analysis and capability assessments.
Operational Capability Development
- Design structured learning pathways for key operational functions including, Rooms Division Food & Beverage, Culinary, Spa & Wellness & Guest Services & Experiences.
- Standardize SOP-based training modules to ensure consistency across all properties.
- Develop technical certification programs and service excellence academies.
Leadership & Talent Pipeline
- Create operational leadership development programs for Supervisors, Managers, and Department Heads.
- Drive succession planning frameworks for critical operational roles.
- Partner with HR and Operations to identify and develop high-potential talent across the portfolio.
Service Excellence & Brand Experience
- Embed Cinnamon’s brand promise into all learning interventions.
- Develop programs focused on guest engagement, upselling excellence, personalization, and luxury service delivery.
- Align training strategies with quality assurance outcomes and guest satisfaction metrics.
Learning Innovation & Digital Enablement
- Implement blended learning strategies, including e-learning platforms and digital learning tools.
- Establish learning analytics dashboards to measure training effectiveness and ROI.
- Champion a culture of knowledge-sharing across properties and regions.
Compliance & Risk Management
- Oversee portfolio-wide compliance training including health & safety, food safety, fire safety, and regulatory requirements.
- Ensure training frameworks support operational risk mitigation and brand protection.
Qualifications
- 10+ years of progressive experience in Learning & Development within hospitality, preferably in multi-property or corporate environments.
- Bachelor’s degree in hospitality management, Human Resources, Organizational Development, or related discipline.
- Demonstrated experience building operational training frameworks at brand or regional level.
- Strong understanding of upscale or luxury resort operations.
- Experience working across diverse teams and cultural environments.
Required Skills
- Strategic thinking with strong operational acumen
- Multi-property stakeholder management
- Service excellence leadership
- Organizational development expertise
- Data-driven decision-making
- Change management and transformation capabil
Person Specifications
