Director of Learning & Development

Mandarin Oriental New York is looking for a Director of Learning and Development to join our People and Culture team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognized for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

A stunning fusion of modern design with stylish oriental flair, Mandarin Oriental, New York features 244 elegant guestrooms and suites — all with breath-taking views of Manhattan and Five-Star hospitality. Luxurious amenities include MO Lounge, all-day dining overlooking Central Park and the Manhattan skyline; a 14,500 square-foot Five-Star Mandarin Oriental Spa; and a state-of-the-art fitness center with a 75-foot lap pool. In addition, there is premium meeting and event space, including a 6,000 square-foot pillar-less ballroom with three walls of windows overlooking Central Park.

About the job

Based at the Mandarin Oriental New York within the People and Culture Department in New York City, the Director of Learning and Development is responsible for but not limited to, the overall Hotel Learning & Development and Performance Management and support the Quality Assurance of the hotel: including operation and non-operation line colleagues, supervisors, managers, Department Heads and Executive Committee.  The Director of Learning and Development reports to the Director of People and Culture.

As Director of Learning and Development, you will be responsible for the following duties:

•  Strategically planning and managing L&D and Performance Management
• Communicating and maintaining the following Mandarin Oriental Hotel Group’s Learning & Development Standards along with the Executive Committee, Hotel Manager and General Manager
  • MOve In Orientation
  • Departmental Training
  • Off-Job/Classroom Training Programs
  • Supervisory/Management L&D
  • Managing L&D for the Hotel
  • L&D Administration and Resources
• Planning, implementing and reviewing learning and development for the hotel and individual departments
• Ensuring colleagues training needs are met by arranging resources for training to be conducted throughout the hotel (i.e. providing a first class training environment emulating our guests meeting environment)
• Designing, delivering and arranging training programs to address specific training needs, including face to face programs and online learning
• Assisting all department heads with making and implementing training decisions in their areas
• Maximizing learning by providing a creative, fun and exciting environment in delivering training programs such as: MOve In orientation, On-Job Training, Group Training Techniques program, Interviewing for Success, Presenting for Success, MOve Up, MOve Forward, Managing Learning & Development and any new training programs as provided by Corporate Learning & Development
• Managing internal and external (State mandated trainings, such as Food Handlers certification) training documentation within the property
• Reporting on status of training for each colleague within the hotel
• Controlling training expenses and managing expenditures to meet the property’s needs while remaining within budget guidelines
• Coordinating outside training requirements
• Advising the Executive Committee on strategic issues involving training
• Participating in Corporate initiatives, such as yearly conferences, LQE Workshops, pre-openings, Cultural Exchange Ambassador, development of new programs
• Managing the Performance Management Cycle and Talent Planning for all colleagues
• Assisting with succession planning for all colleagues
• Supporting all efforts to enliven our Company’s Mission, Guiding Principles and Legendary Quality Experiences throughout the hotel
• Supporting the hotel quality assurance program by facilitating Quality meetings, analyzing data from Guest Satisfaction Loyalty Surveys, mystery shops/inspections (LQE, Forbes, AAA, Coyle, etc.), and ensuring follow up
• Managing other legally required federal, state, and local trainings, including but not limited to annual harassment prevention, TIPS, HACCP, etc
• Assisting with other Human Resources functions as assigned by Human Resources Director
• Assisting with global L&D projects as needed, including creating content, piloting, focus groups, support for sister properties.

As Director of Learning and Development, we expect from you:

• A minimum of 5 years in training within the hospitality industry
• Must have proven Forbes and LQA Experience achieving the highest standards. 
• Knowledge of different departments within a hotel setting
• Must possess ability to coordinate with multiple tasks
• Knowledge of how to develop various training programs
• Strong Computer literacy to include: Microsoft Office Suite and Internet, Canva, HRIS programs, and performance review programs 
• Excellent communication skills both written/verbal with English writing skills to develop written correspondence and training materials.
• Problem solving and Action Plan formulation.
• Requires high levels of interaction with all members of staff.  Exchanging ideas, information and opinions with others to formulate programs and arrive jointly at decisions, conclusions and solutions
• Possess high degree of stamina, agility and flexibility
• Able to present themselves with an uplifting, positive, personality as well as presenting a high degree of confidentially.
• Bi-lingual communication a plus but not required
• Willing to travel for trainings domestically within the United States, as well as internationally for trainings and to provide regional support.

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

Salary and Benefits

• $100,000 to $115,000 yearly
• Bonus Eligible
• A competitive benefits package, including health, dental and vision, 401(K), etc

It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company. Colleagues or candidates should direct requests for accommodation to the Director of People and Culture.

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