Position Overview
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As the Assistant L&D Manager, you will work closely with the L&D Manager (Operations) to execute training programs that build the skills, mindset, and consistency of our frontline teams. You’ll coordinate training logistics, deliver sessions, and help measure impact — ensuring every staff member embodies the M Village service spirit.
Key Responsibilities
Learning Strategy & Planning
• Forecast and plan training resources to support hotel openings, seasonal surges, and performance gaps.
• Conduct training needs analysis aligned with business metrics (guest satisfaction, productivity, and quality audits).
• Develop and execute a property- wide L&D roadmap focused on service excellence and operational readiness.
Training Program Design & Delivery
• Customize programs for each function (FO, Kitchen, Butler, etc.) while maintaining brand consistency.
• Deliver sessions through workshops, on- the- floor coaching, and digital modules (where applicable).
• Design and deliver hands- on, engaging training content for SOPs, guest interaction, grooming, upselling, and complaint handling.
Operational Integration
• Partner with Residence Managers and Ops Leads to reinforce learning at the property level.
• Embed training into performance reviews and career progression plans for non- managerial and supervisory roles.
• Monitor post- training performance and adjust programs to drive continuous improvement.
Onboarding & Cultural Immersion
• Ensure new hires quickly adapt to operational standards, service expectations, and team dynamics.
• Build onboarding journeys that embed M Village values from day one.
Learning Systems & Tracking
• Implement and manage simple tools or an LMS (if applicable) to track training completion and compliance.
• Maintain up- to- date training records, schedules, and SOP libraries.
Stakeholder Engagement & Support
• Support new property launches with pre- opening training plans.
• Act as a partner to operations leaders—advising on team development, coaching practices, and service training.
Evaluation & Reporting
• Prepare reports and insights for senior management on training effectiveness and team capability.
• Define success metrics for each program and track learning impact.
