Learning & Development Manager

Company Description

The Fairmont Bangkok Sukhumvit, set to open its doors in the vibrant heart of Bangkok, will be the first Fairmont brand in Thailand. This 416-room luxury hotel, taking design inspiration from the Kingdom's rich cultural heritage and contemporary dynamism, will offer an exquisite blend of traditional Thai aesthetics and modern sophistication. Positioned as an urban resort, our guests will be able to enjoy a very special and unique range of offerings such as eight dining and bar venues including a rooftop terrace, as well as an outdoor swimming pool, an extensive gym and an entire floor of wellness spa. For corporate and social groups, the Fairmont Bangkok Sukhumvit will offer two ballrooms, as well as eight meeting rooms, making it an outstanding destination for meetings, conferencing and events. The Fairmont Bangkok Sukhumvit is set to become the social epicenter of Bangkok, embodying our belief that a Fairmont is a truly special place!

Job Description

Position: Learning & Development Manager

Department: Talent & Culture

Reports to: Director of Talent & Culture / Assistant Director of Talent & Culture

Working Location: Fairmont Bangkok Sukhumvit or any assigned venues

This position is responsible for designing, implementing, and overseeing comprehensive learning and development programs that empower our colleagues to thrive, grow, and consistently deliver exceptional guest experiences. As a champion of continuous learning, you will be instrumental in fostering a culture where our colleagues are the heart and soul of our hotel, enabling them to have the freedom to create special, personalized experiences and truly embody our inspirational dream to show the world that true luxury is inclusive, by making special happen and turning moments into special memories. This role is pivotal in ensuring all colleagues uphold Fairmont's brand service culture and contribute to achieving Forbes 5-Star standards through continuous learning and development.

Key Responsibilities:

• Learning Strategy & Program Design:
  • Collaborate with the Director of Talent & Culture and departmental leaders to identify training needs, skill gaps, and strategic development priorities aligned with hotel objectives, Fairmont brand standards, and Forbes 5-Star service excellence requirements.
  • Design and develop innovative and engaging learning programs, workshops, and modules covering areas such as service excellence, leadership development, technical skills, compliance, and cultural integration, ensuring every program provides an invitation to surprise.
  • Design and implement comprehensive learning journeys for all positions, meticulously assigning both mandatory and recommended ("should-to-learn") training programs within the Accor e-learning platform, INES, to ensure targeted skill development and career progression.
  • Develop and manage comprehensive pre-opening training plans and execution, ensuring all colleagues are prepared to deliver exceptional experiences from day one.
  • Research and recommend external training resources, e-learning platforms, and best practices to enhance our learning ecosystem, reflecting our commitment to providing colleagues with new skills to meet the changing needs of the business.
  • Ensure all learning and development presentations delivered to colleagues strictly adhere to Fairmont brand guidelines, utilizing the correct templates and fonts in order to maintain a consistent professional image, reinforce brand identity, and elevate the overall learning experience.
  • Be prepared to travel internationally to participate in and support the launch of new Fairmont or Accor learning and development events, including certification programs, ensuring the hotel benefits from global best practices.
  • Systematically manage and document all knowledge acquired from external learning events and global initiatives, ensuring it is properly filed, disseminated, and shared with all relevant colleagues to foster continuous organizational learning.
• Training Delivery & Facilitation:
  • Directly facilitate and deliver engaging training sessions, workshops, and orientation programs to colleagues at all levels, embodying our character traits of being approachable and genuine.
  • Deliver impactful training sessions and public speaking engagements in both Thai and English, ensuring effective communication and engagement with all colleagues.
  • Coach and mentor departmental trainers and leaders on effective training methodologies and facilitation skills, fostering a culture where we are connectors.
  • Ensure all training content is current, relevant, and reflects the luxurious image and service standards of the hotel.
• Talent Development & Performance Support:
  • Support the performance management process by developing tools and training for objective setting, feedback, and performance reviews, ensuring continuous colleague growth and accountability.
  • Coordinate and collaborate closely with the Director of Talent & Culture / Assistant Director and departmental leaders to identify high-potential colleagues and manage their Individual Development Plans (IDPs) effectively and efficiently, ensuring tailored development paths that celebrate and connect our past, present, and future talent.
  • Cultivate and maintain strong relationships with leading local universities, postgraduate institutes, and hospitality colleges across Thailand and internationally (e.g., Swiss hospitality schools, Les Roches and etc.). This includes establishing partnerships to recruit and develop both short-term and long-term internship students, as well as expat Management Trainees, ensuring a robust talent pipeline for the hotel.
  • Oversee and manage the complete learning journey for all Internship Students and Management Trainees, ensuring they have an exceptional and enriching experience from day one to their farewell. This includes providing comprehensive onboarding, guiding their development paths, ensuring they are well taken care of throughout their tenure, and conducting thorough exit interviews with detailed reports to continuously enhance future programs.
  • Promote career development opportunities within the hotel and across the Accor network, empowering colleagues to achieve their full potential.
• Onboarding & Culture Integration:
  • Design and continuously enhance both the new hire orientation program and departmental onboarding processes to ensure a warm welcome, seamless integration, and smooth transition for all new colleagues, making them feel valued and part of a special community.
  • Champion the hotel's values, vision, and culture through all learning initiatives, reinforcing a positive, inclusive, and high-performing work environment.
  • Fostering a spirit of curiosity and continuous learning amongst all colleagues, encouraging self-development and knowledge sharing.
• Brand Grooming & Professionalism:
  • Collaborate with the Director of Talent & Culture / Assistant Director and all divisional leaders to implement, maintain, and reinforce the highest grooming and professionalism standards across all departments. Ensure all colleagues fully comply with established guidelines, presenting themselves as well-groomed and professional at all times, thereby embodying the elegance and sophistication of the Fairmont brand.
  • The Learning & Development Manager is expected to consistently act as a visible role model for these grooming standards, representing the brand's image with distinction.
• Quality, Safety & Compliance Assurance:
  • Collaborate closely with the Quality Manager, Safety Officer, and all departmental leaders to proactively identify, implement, and reinforce Fairmont brand standards and comprehensive safety protocols across all hotel operations. The aim is to ensure consistently high service delivery and guest experience, making certain that every guest feels truly safe and well-cared for at the hotel.
  • Ensure meticulous management and timely submission of all learning and development records required by relevant government agencies and in accordance with all applicable Thai laws and regulations related to training and development across all hotel departments. This includes, but is not limited to, records for the Department of Skills Development and Ministry of Labor, Fire Training (in collaboration with Security Leaders and Safety Officer), Food Handler certification (in partnership with relevant operational departments), First Aid, and other legally mandated training. The aim is to ensure full compliance and avoid any potential fines or penalties.

• Strategic Committee Participation & Social Responsibility:
  • Actively participate in the hotel's ESG (Environmental, Social, and Governance) Committee to champion sustainability initiatives and Corporate Social Responsibility (CSR) programs, and ensure alignment with the belief of "making our community a better place."
  • Serve as a key member of the Hotel Safety Committee, collaborating to foster a proactive safety culture, ensure compliance with all safety protocols, and continuously enhance the well-being and security of both colleagues and guests.
• Training Administration & Evaluation:
  • Manage the L&D budget, ensuring resources are allocated effectively and provide a strong return on investment, reflecting our commitment to consistently deliver a balanced scorecard. This includes conducting regular P&L critiques related to L&D expenditures and rectifying any deviations to optimize financial performance.
  • Oversee the administration of the Learning Management System (LMS), acting as the primary champion for Accor's INES e-learning platform, and meticulously maintain accurate and comprehensive learning records for all colleagues.
  • Develop and implement robust evaluation methods to measure the effectiveness and impact of all learning programs, using feedback to continuously improve offerings.
  • Prepare regular reports on L&D activities, progress, and outcomes for the Director of Talent & Culture and hotel leadership.
• Departmental Support:
  • Provide comprehensive support to the Talent & Culture department in all assignments and projects as directed by the Director of Talent & Culture or Assistant Director of Talent & Culture, demonstrating flexibility and a collaborative spirit.
• Working Conditions & Operational Flexibility:
  • While day-offs are normally set on weekends, the position is required to be available for training sessions at the hotel on weekends if assigned, ensuring all learning objectives are met and critical operational needs are supported.

Prospective & Expectation: At Fairmont Bangkok Sukhumvit, we believe that everyone is the Guest Service, Security, Sales & Marketing, and Human Resources Person. This means:

• Guest Service: Every interaction is an opportunity to delight and create a truly special experience, reflecting our commitment to turning moments into special memories and achieving Forbes 5-Star service through continuous learning and development.
• Security: We are all responsible for maintaining a safe and secure environment for our guests and colleagues, which is reinforced through effective training on safety protocols and compliance.
• Sales & Marketing: We actively identify and pursue opportunities to promote our exceptional offerings and enhance the hotel's reputation by ensuring our colleagues are skilled, confident, and professional brand ambassadors.
• Human Resources: We contribute to a positive and supportive work environment, fostering growth and well-being for our team members through impactful learning initiatives. We hold ourselves accountable to helping make our community a better place by promoting sustainability and CSR through our training programs.

Qualifications

Knowledge and Experience:

• Bachelor's degree in Human Resources, Adult Education, Organizational Development, Hospitality Management, or a related field.
• Minimum 3-5 years of progressive experience in a dedicated Learning & Development role, preferably within a luxury hotel or hospitality environment.
• Proven expertise in designing, developing, and delivering engaging training content and programs, specifically tailored to achieve Forbes 5-Star luxury service standards.
• Strong understanding of adult learning principles, instructional design methodologies, and talent development best practices.
• Certified to be able to deliver "Train the Trainer" training sessions.
• Demonstrated up-to-date knowledge and practical application of Fairmont brand service culture.
• Demonstrated experience and proficiency with Learning Management Systems (LMS), specifically Accor's INES platform.
• Possess a strong working knowledge of Thai Labor Law as it pertains to learning and development, as well as a comprehensive understanding of PDPA (Personal Data Protection Act) at a level sufficient to educate and ensure compliance among all colleagues, safeguarding data privacy across the hotel.
• Fluent proficiency in public speaking, both written and spoken English and Thai is a must, essential for creating truly personalized and approachable experiences that connect genuinely with our diverse local and international guests and colleagues, ensuring every interaction turns into a special memory.
• Proficiency in a third language will be considered a significant advantage.
• Good working knowledge of MS Excel, Word, & PowerPoint.
• Experience in integrating sustainability and CSR principles into learning programs.

Competencies:

• Exceptional presentation, facilitation, and bilingual public speaking skills, enabling you to inspire and engage diverse audiences.
• Strong leadership, coaching, and mentoring abilities, with a proven track record of fostering professional growth in others.
• Outstanding interpersonal and communication skills (verbal and written), allowing you to connect authentically with colleagues at all levels and build lasting relationships.
• Highly empathetic, approachable, and genuine in all interactions, building trust and rapport.
• Strong analytical and problem-solving skills, with an ability to assess training needs and evaluate program effectiveness.
• Results-oriented with an unwavering eye for detail and strong organizational skills, ensuring programs are flawlessly executed.
• Ability to multi-task, prioritize, and work effectively in a fast-paced environment while maintaining composure.
• A strategic thinker with an innovative mindset, constantly seeking creative ways to enhance learning experiences.
• A true team player & builder, fostering a collaborative and supportive learning environment.
• Well-presented and professionally groomed at all times, embodying the elegance and sophistication of the Fairmont brand