Director, Learning & Development

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