Learning & Development Manager

Esperanza; Cabo San Lucas; On-site; MXN 900,000 - 1,300,000; Full time

Job summary

Auberge Resorts Collection seeks an Learning & Development Manager to elevate service execution and leadership capability across the property. You will coach on the floor, reinforce standards, and translate brand programs into daily behaviors shaping the guest experience.

Reporting to the Director of Talent & Culture, you will partner with leaders and frontline teams, delivering real-time coaching and ensuring learning aligns with brand standards and the Soul of the Place.

Qualifications

• 3–5+ years of leadership experience in luxury hospitality.
• Experience coaching, training, or developing teams in an operational environment.
• Strong facilitation and communication skills.
• Confidence influencing and advising at all levels.
• High energy and comfort working on the floor.
• Strong organizational and analytical skills.

Responsibilities

• Coach leaders to strengthen their ability to lead, develop, and hold teams accountable.
• Deliver Auberge core programs with consistency and energy.
• Provide real-time coaching and feedback to teams and leaders.
• Translate guest feedback and metrics into actionable learning.
• Track training participation, completion, and outcomes; ensure compliance.

Skills

Leadership

Coaching

Facilitation

Communication

On-the-floor presence

Spanish (multilingual)

Job description

The Role

The Learning & Development Manager is an operational partner responsible for elevating service execution and leadership capability across the property. Reporting to the Director of Talent & Culture, with a dotted line to the Director of Operations/Resort Manager, this role is highly visible and embedded in the day-to-day operation. This is not a desk-based training role. You will work side-by-side with leaders and frontline teams—coaching in real time, reinforcing service standards, and translating the Auberge brand programs into daily behaviors that shape the guest experience. You are as comfortable on the floor with team members, as you are advising leaders. You bring curiosity, confidence, and the ability to build trust and gain buy-in across all levels of the organization. You are accountable for both the learning experience and how it shows up on the floor.

Where You Drive Impact

Operational Presence & Service Excellence

• Spend time in the operation observing, coaching, and elevating service delivery


• Provide real-time feedback to teams and leaders


• Partner with departments to identify gaps and drive performance improvement


• Translate guest feedback (NPS), engagement data, and operational metrics into actionable learning

Brand Programs & Learning Delivery

• Deliver Auberge core programs (CIRCLE, Heartfelt Service, Service Recovery, etc.) with consistency and energy


• Ensure learning reflects both brand standards and the Soul of the Place


• Reinforce learning through daily touchpoints, coaching, and ongoing development

Leadership Development & Team Experience

• Coach leaders to strengthen their ability to lead, develop, and hold teams accountable


• Embed Auberge Promises & Practices into hiring, coaching, and feedback conversations


• Support engagement, retention, and internal growth across the property


• Facilitate leadership development programs (Leadership Training Series, MDP, Certified Trainer, LinkedIn Learning, etc.)

Program Management & Compliance

• Track training participation, completion, and outcomes


• Ensure compliance with required training standards


• Provide clear reporting and insights to leadership

What Success Looks Like

• Consistently elevated service execution across the property


• Leaders actively coaching, developing, and holding teams accountable


• Strong engagement, retention, and internal mobility


• Brand programs delivered with consistency and measurable impact

What We’re Looking For

• 3–5+ years of leadership experience in luxury hospitality (Rooms, F&B, Guest Services, or similar)


• Experience coaching, training, or developing teams in an operational environment


• Strong facilitation and communication skills


• Confidence influencing and advising at all levels


• High energy and comfort working in a fast-paced, on-the-floor environment


• Strong organizational and analytical skills

Desirable

• Multilingual skills (specifically (Spanish and Inglish)) to assist in the translation and facilitation of materials

What You Need to Do

• Technical Mastery – Subject matter expertise, excellence, quality and influence


• Brand Guardian- Purpose & values, Integrity and alignment


• Process Precision – Consistency, discipline, and operational excellence


• Meaningful Results – Business acumen, accountability, sustainable results and data-informed decision making

How You Show Up

• Intentional Team Connection – Builds belonging through communication, empathy, and collaboration


• Elevates Excellence – Leads with courage, feedback, and high standards


• Embrace Change - Willingness, adaptability, stability, optimism

Why This Role

This is an opportunity to shape service culture and leadership capability within a dynamic luxury environment. If you are passionate about developing people and want to make a visible impact on both the guest and team experience, this role offers meaningful influence and the ability to drive lasting impact.