Learning and Development Manager

Whitbread; Dunstable; On-site; GBP 35,000 - 55,000; Full time

Job summary

Join a forward-thinking company as a Learning & Development Manager for Guest Support, where your passion for developing people and enhancing guest experiences will shine. You'll lead the training strategy, ensuring high standards across teams in the UK and Egypt. This role involves creating innovative training materials, aligning quality checks with guest needs, and driving continuous improvement. With exciting perks like discounts on stays and a performance-related bonus, this is a fantastic opportunity to make a real impact in the hospitality industry.

Benefits

Up to 60% discount on Premier Inn stays

25% discount on Restaurant brands

Performance-related bonus up to 10%

Qualifications

• Passionate about developing people and driving quality improvements.
• Experience in a contact centre trainer or manager role.

Responsibilities

• Plan and deliver training to enhance guest support quality.
• Analyze data to drive process improvements and guest loyalty.

Skills

Process Improvement

Data Analysis

Training Development

Customer Service

Team Leadership

Job description

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

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 practices.

You’ll focus 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 ensuring we maintain 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.