Learning & Development Manager

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:A secluded oasis at the edge of an idyllic lagoon! On the east coast of Mauritius, lapped by turquoise waters perfect for water sports, our relaxing Resort is filled with lush greenery and dramatic views everywhere you turn. Each stylish villa and residence feature its own private garden and pool – just like the home for the Resort’s resident giant tortoises. After a day exploring the Indian Ocean or playing unlimited golf at both our Ernie Els-designed course and Bernhard Langer signature course, unwind at our award-winning Spa and raise a glass at one of our exciting dining venues. Mauritius is teeming with opportunities for your next day’s adventures. This beautiful resort opened in October 2008, and has 90 one-bedroom villas, 1 Presidential Suite, 45 two-to-five-bedroom residential villas, 5 stunning Food and Beverage venues in addition to managing an off-property beach bar/restaurant, an award-winning over water Spa, 2 tennis courts and a fitness center.

Purpose

Delivers workplace learning, performance improvement programs, and initiatives to best achieve long-term business success; add value in meeting the hotel’s needs by identifying and implementing learning and performance improvement strategies that support the hotel’s strategic direction; promotes a continuous learning culture; partners with stakeholders to ensure managers’ leadership skills are developed by means of their competencies and employees are trained on the needed skills to successfully perform their jobs to attain service excellence.

Job Responsibilities

Key Functions

People

Active in identifying staff development needs at an individual & group level

Builds and maintains confidence and credibility with employees, supervisory and managerial staff

Acts as an objective third party in counseling, problem solving or conflict situations where learning issues are involved

Provides senior management with accurate and objective feedback for solutions with respect to employee relations and learning needs

Identifies breakdowns in systems and processes amongst or within departments

Actively solicits feedback from management on which learning programs are needed and the optimal time to schedule such programs or initiatives

Regularly coaches and develops Designated Trainers (DT) in their role and responsibilities

Trains Managers and Planning Committee Members to facilitate training programs for their direct reports

Partners with peers and superiors to determine performance gaps and learning needs

Develops solid relationships with all new hires to act as a supporting role during their probationary period

Product

Facilitate the Four Seasons Introductory Training Program modules (FSITP) for all new hires to standard

Coordinate New Manager Orientation (NMO) and support those managers through the process

Conduct Designated Trainer Workshops (DTW) and needed follow-up skill programs

Co-facilitate and/or coach others to facilitate Management Development Programs (MDP) and Toolkits

Coordinate and adapt the Supervisory Development Program (SDP) to local needs

Rapidly create and develop blended learning programs that target management competencies.

Participate in and support Hotel Committees (e.g. Safety Committee, Glitch Committee, Terry Fox Committee)

Create and produce an annual Training Needs Analysis (TNA) and Training Plan

Prepare and Produce monthly and quarterly Training Calendars

Ensure Standards Training Manuals are updated and formatted correctly in departments

Drive and participate in Standards achievement through testing, training, campaigns, and initiatives

Produce relevant e-Knowledge Suite and Standards Testing Reports to determine trends and patterns

Regularly benchmark the learning function with Corporate Learning Success Levels

Profit

Evaluate the effect of training programs and initiatives through measuring results and monitoring behavioral change

Analyze service gaps in Glitch Reports, Guest Comment Cards, and Richey International Spotter Reports to improve service levels and close performance gaps

Create and adhere to an annual budget for all training programs, initiatives, and learning resources

Key Tasks

Prepare and maintain training attendance records

Adhere to the guidelines of the Management Development Update (MDU)

Assist in coordinating and participate in employee relations events

Coordinate and organize programs facilitated by internal and external trainers

Market the learning function’s programs, initiatives, and e-Knowledge Suite

Communicate the effects of the learning function through bulletin boards and Planning Committee meetings

Attend scheduled Learning Manager conference

Comply with all company policies on ethics (such as Sarbanes Oxley compliances for US hotels)

The ability to ensure department training goals are set and achieved

The ability to track department training hours monthly and annual for compliance and statistics

Special Requirements

1 - 2 years of employment in a related position with Four Seasons or other organization of similar standing.

A high degree of confidentiality and personal integrity and immaculate grooming

Excellent command of written, spoken and reading skills in English.

Must have the ability to compose business correspondences.

REQ10348087