Reports To: Director of Rooms
Scope of Role: The Rooms Assistant Learning Manager acts as the catalyst of development within the Rooms Division, guiding colleagues toward excellence in guest engagement, technical service delivery, and professional growth. This role designs, delivers, and evaluates all learning experiences related to Front Office, Housekeeping, Spa & Wellness, and Security—ensuring every associate’s journey reflects the precision, empathy, and artistry that define the Park Hyatt brand.
Position Objective: To drive the learning culture within the Rooms Division through immersive onboarding, continual skills elevation, and the refinement of service behaviours that align with Park Hyatt’s standards of understated luxury and Forbes Five- Star performance.
Key Responsibilities:
Learning Design & Implementation
Identify skill gaps through operational observation and feedback mechanisms, designing corrective learning plans.
Create and maintain training materials, learning pathways, and divisional SOPs in alignment with Forbes and Hyatt foundations.
Develop and implement the Rooms Division learning strategy, aligned with divisional objectives and brand standards.
Design and deliver onboarding experiences that immerse new colleagues into the culture of luxury and service intent from their first day.
Conduct hands- on training and field coaching to reinforce service rituals and technical mastery.
Performance & Development
Conduct service audits and feedback sessions to evaluate consistency and precision in performance.
Partner with Department Heads to ensure all colleagues have Individual Development Plans (IDPs) that support long- term growth and retention.
Curate and facilitate learning sessions focused on emotional intelligence, attentiveness, and leadership readiness.
Monitor and measure the impact of training on guest experience, operational metrics, and colleague engagement.
Collaboration & Communication
Partner closely with the Director of Rooms to integrate training objectives into performance reviews and business priorities.
Support leadership development for Supervisors and Assistant Managers through tailored coaching and mentorship programs.
Serve as the liaison between the Rooms Division and the hotel’s Learning & Development team, ensuring alignment while maintaining departmental autonomy.
Administration & Compliance
Maintain accurate records of all training activities, attendance, and evaluation results.
Ensure compliance with all mandatory learning and safety training requirements within the Division.
Support the development and upkeep of Rooms SOPs, ensuring they reflect brand and operational evolution.
Expected Attitude & Behaviour:
Balances creativity with discipline, ensuring that every training moment strengthens operational excellence.
Acts as a mentor and role model of brand values, inspiring others through consistency and example.
Upholds discretion, professionalism, and integrity in all colleague interactions.
Embodies warmth, composure, and discernment—demonstrating genuine care for both colleagues and guests.
Operates with curiosity, precision, and a mindset of continuous improvement.
