Roles and Responsibilities

Pre-Opening Responsibilities

• Develop and implement the hotel's Pre-Opening Learning & Development Strategy in alignment with business objectives and brand standards.
• Lead the onboarding and orientation journey for all colleagues recruited during the pre-opening phase.
• Coordinate and deliver large-scale induction programmes to support seasonal and permanent colleagues.
• Collaborate with Department Heads to identify opening-critical competencies and ensure operational readiness.
• Support the Director of People & Culture in embedding Mandarin Oriental culture, values and behaviours from day one.
• Participate in recruitment events, assessment centres and onboarding initiatives as required.

Learning & Development

• Communicate and engage all hotel colleagues in Mandarin Oriental culture, vision, mission and values.
• Implement and maintain Mandarin Oriental Learning & Development Standards including:
• MOve In Orientation
• Service Excellence Learning
• Departmental Training
• Off-job/Classroom Training
• Supervisory and Management Development
• Digital Learning
• L&D Administration and Resources
• Prepare and execute the Annual Learning & Development Plan.
• Design and deliver training programmes addressing operational, behavioural and leadership needs.
• Develop Personal Development Plans and support career progression initiatives.
• Prepare and communicate the monthly Training Calendar.
• Deliver Mandarin Oriental learning programmes across all levels of the organisation.
• Maintain accurate training records and ensure compliance with corporate and local requirements.
• Produce monthly and quarterly Learning & Development reports for hotel leadership and corporate offices.
• Manage the annual Learning & Development budget together with the Director of People & Culture.

Talent & Performance

• Support the annual Performance Management cycle.
• Partner with Department Heads to identify talent and succession opportunities.
• Facilitate Talent Review and Succession Planning discussions.
• Provide coaching and career development support to colleagues and leaders.
• Support leadership team development through workshops, retreats and team-building activities.

Quality Assurance & Service Excellence

• Support the Hotel Manager in driving the Quality Assurance programme.
• Analyse Guest Satisfaction and Loyalty Survey results and translate findings into development initiatives.
• Facilitate action plans following LQA inspections, mystery shops and guest feedback.
• Promote a culture of continuous improvement and service excellence.

Health, Safety & Sustainability

• Support FLHSS initiatives and ensure completion of all mandatory training.
• Maintain accurate compliance records.
• Support Sustainability programmes and environmental awareness initiatives.
• Promote a safe and inclusive working environment.

Corporate & Cross-Property Initiatives

• Participate in Corporate Learning & Development initiatives.
• Support Mandarin Oriental pre-openings and cross-property projects when required.
• Participate in Train-the-Trainer programmes, Cultural Workshops and Cultural Exchange Ambassador initiatives.

Other Responsibilities

• Assist with other People & Culture functions as required.
• Support colleague engagement and wellbeing initiatives.
• Act as a role model of Mandarin Oriental values and behaviours.

Communication Requirements

Internal Communication

• Inspire and engage colleagues at all levels by communicating Mandarin Oriental culture and values effectively.
• Build strong partnerships with Department Heads and Executive Committee members.
• Facilitation and presentation skills suitable for both classroom and operational environments.
• Ability to influence without authority and drive behavioural change.

External Communication

• Manage relationships with external training providers and consultants.
• Represent Mandarin Oriental professionally within industry networks and educational institutions.
• Liaise effectively with Regional and Corporate Learning & Development teams.
• Build partnerships with local hospitality schools and universities to support talent pipelines and internship programmes.

Minimum Job Requirements

Educational Background

• Bachelor's Degree in Human Resources, Hospitality Management, Education or related field, or equivalent experience.
• Professional certifications in Learning & Development, Coaching or Talent Management are considered an advantage.

Experience

• Minimum 3 years' experience in Learning & Development or Talent Development.
• Previous experience in luxury hospitality is strongly preferred.
• Previous experience in a pre-opening environment is highly desirable.
• Experience managing learning initiatives in seasonal or resort operations is considered an advantage.

Skills

• Excellent verbal and written communication skills.
• Strong facilitation and presentation skills.
• Ability to influence and coach senior leaders.
• Strong project management and organisational skills.
• Proficiency in Learning Management Systems and HR platforms.
• Excellent analytical and reporting capabilities.
• Fluent English and Italian, both written and spoken.

Attributes

• Warm, approachable and highly collaborative.
• Passionate about people development and luxury service.
• Strategic thinker with strong execution capabilities.
• Resilient and adaptable in a fast-paced pre-opening environment.
• Highly organised with excellent attention to detail.
• Energetic and enthusiastic, able to inspire others.
• Committed to continuous improvement and innovation