Learning and Development Manager

Whitbreadrestaurants; Dunstable; On-site; GBP 45,000; Full time

Job summary

An established industry player is seeking a Learning Development Manager to enhance guest experiences through innovative training strategies. This role involves planning activities to improve service quality, delivering exceptional training experiences, and aligning quality checks with guest needs. With a focus on continuous improvement, you'll inspire teams to excel in a dynamic hospitality environment. Join us in shaping the future of guest support and make a significant impact on our operations. If you have a passion for development and a drive for excellence, this opportunity is perfect for you.

Benefits

BUPA Healthcare

Up to 60% discount on Premier Inn stays

25% discount on Restaurant brands

Up to 10% company performance related bonus

Qualifications

• Experience in a contact centre trainer or manager role.
• Passion for developing people and continuous improvement.

Responsibilities

• Drive training and quality strategy for Guest Support.
• Create training material and maintain high standards.

Skills

Process Improvement

Training Development

Data Analysis

Quality Standards

Customer Service

Job description

1 week ago Be among the first 25 applicants

Job Title: Learning Development Manager

Salary: Up to £45,000

Location: Chiswell Court, Dunstable

As the Learning & Development Manager for Guest Support, you’ll be responsible for driving the training and quality strategy for our Guest Support function. You’ll be joining us on our exciting journey to enhance our guest experience and embed new ways of working, supporting the development of our UK and Egypt based teams.

Why you’ll love it here:

• Healthcare: BUPA healthcare
• Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brands
• Bonus: Up to 10% company performance related bonus

Check out all our benefits here: https://www.whitbreadcareers.com/about-us/benefits/

What You’ll Do:

You will use your skills and experience to plan our roadmap of activity to improve the quality of service we provide to our guests. Your team will be responsible for delivering a class leading training experience to our new starters and existing teams, coming up with new and innovative ways to deliver training and share best practice.

You’ll be focusing on improving our guests experience through every interaction with our team using your expertise in analysing data to gather insights to drive process improvements. Aligning our quality checks with our guest needs to ensure we maximise every guest contact to drive revenue or guest loyalty.

You will be responsible for creating the blueprints of all quality and training processes, criteria and ensure we are maintaining high standards across the team. Developing new material to support our new tech implementations and supporting the Quality and Development Leads with their career development.

What We Need:

• A passion for developing people, quality and continuous improvement.
• An understanding of a customer’s booking journey.
• Knowledge of process improvement.
• Driven to deliver class leading training.
• Practical experience of a contact centre trainer or manager role.
• A clear ability to inspire in a learning environment.
• Experience of setting quality standards and aligning to guest needs.

We believe that everyone is unique and there should be no barriers to entry and no limits to ambition. We are committed to being an inclusive organisation that values diversity and welcomes your application whatever your background or situation.

Under-represented groups such as women, ethnic minorities, people with disabilities & members of the LGBTQIA+ community are strongly encouraged to build a career with us. Speak to us about workplace adjustments, part-time and flexible working. Where possible we will support this.

Job ref: 65304-4492

Advertised: 30 Apr 2025

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Human Resources

Industries

• Hospitality