Learning & Development Manager - Hotel Operations

WIT Venture; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Benefits offered by this job

None

Job summary

Jora Malaysia is seeking an experienced Learning & Development Manager to lead the hotel operations training across properties and short-term rentals. The role includes designing structured programmes for operations, guest service, compliance and leadership development.

The candidate will develop annual L&D strategy, coordinate training resources and ensure SOPs are translated into practical training materials. Collaboration with department heads and ongoing training analytics are essential.

Qualifications

• Bachelor's Degree or Diploma in HR, Hospitality or related field.
• 3–5 years in Learning & Development, hotel training or hospitality operations.
• Strong presentation and communication skills; travel willingness.

Responsibilities

• Lead the development and implementation of hotel L&D strategy and training calendar.
• Conduct Training Needs Analysis and Learning Needs Analysis with all departments.
• Develop training materials, SOPs, manuals and e-learning content.
• Coordinate cross-departmental training and onboarding of new hires.
• Monitor training effectiveness, compile reports and drive improvements.

Education

HR/ Hospitality Degree

Hotel Management Diploma

Job description

Jora Malaysia will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Learning & Development Manager - Hotel Operations

We are looking for an experienced Learning & Development Manager to lead the company's hotel training and development function across hotel properties and short-term rental operations. The role is responsible for developing and implementing structured learning programmes covering hotel operations, guest service, technical skills, compliance, leadership and cross-departmental capability development.

1. Learning & Development Strategy

• Develop and implement the annual Learning & Development (L&D) strategy and training calendar.

• Conduct regular Training Needs Analysis (TNA) and Learning Needs Analysis (LNA) with all departments.

• Identify employee competency and performance gaps through:

  • Guest feedback and reviews.

  • Guest complaints.

  • Quality audits.

  • SOP compliance results.

  • Employee performance reviews.

  • Operational incidents.

  • Productivity and efficiency results.

• Develop appropriate training solutions based on identified business and operational needs.

• Align training programmes with company objectives, hotel service standards and business requirements.

• Establish departmental training plans, training matrices and competency frameworks.

2. SOP, Training Materials & Standards

• Work closely with Department Heads to convert approved operational SOPs into effective training programmes.

• Develop and maintain:

  • Training manuals.

  • Trainer guides.

  • Training presentations.

  • Job aids.

  • Work instructions.

  • Checklists.

  • Competency assessment forms.

  • Training videos/e-learning materials where applicable.

• Ensure training materials are regularly updated following changes to SOPs, systems, regulations, technology or service standards.

• Maintain a centralized Hotel Training & SOP Library.

• Conduct training compliance reviews to ensure employees understand and follow approved procedures.

• Partner with operational departments to ensure training standards are practical and relevant to actual hotel operations.

3. Cross-Departmental Training & Development

• Develop, coordinate and deliver structured training programmes for all hotel departments, not limited to Operations.

• Work closely with Department Heads and Managers to identify departmental training requirements.

• Establish department-specific training matrices covering new hire, refresher, technical, compliance, service and leadership training.

• Deliver or coordinate training across the following functions:

• Hotel Operations

• Marketing

• Business Development

• Account

• Human Resources

• Quality Control

• Purchasing

• Other departments

• Training areas include HMS, CRS, check-in/check-out, guest handling, complaint management, service recovery, upselling, room standards, housekeeping procedures, room inspection, guest communication and emergency procedures.

4. Hotel Service Excellence & Guest Experience

• Develop and implement hotel-wide Service Excellence Programmes.

• Train employees on:

  • Hospitality mindset.

  • Guest engagement.

  • Communication skills.

  • Emotional intelligence.

  • Active listening.

  • Empathy.

  • Guest recognition.

  • Personalization.

  • Professional grooming.

  • Telephone etiquette.

  • Complaint handling.

  • Service recovery.

  • Upselling and cross-selling.

  • Cross-cultural guest interaction.

• Use actual guest complaints, reviews and service failures as learning opportunities.

• Develop targeted retraining programmes for recurring guest service issues.

5. New Employee Onboarding & Company Induction

• Develop and manage structured onboarding programmes for all new employees.

• Implement structured learning journeys covering:

  • Day 1 orientation.

  • First week.

  • 30-day review.

  • 60-day review.

  • 90-day competency review.

• Ensure new employees understand company culture, HR policies, hotel standards, safety requirements and job-specific SOPs.

• Maintain individual training records and competency profiles.

• Ensure employees complete required training before working independently where certification is required.

6. On-the-Job Training & Train-the-Trainer

• Establish a structured On-the-Job Training (OJT) programme.

• Identify and develop departmental trainers.

• Conduct Train-the-Trainer programmes for Supervisors, Team Leaders and Managers.

• Train internal trainers on:

  • Adult learning.

  • Demonstration techniques.

  • Coaching.

  • Giving feedback.

  • Practical assessment.

  • Workplace observation.

  • Training documentation.

• Establish and maintain a Certified Hotel Trainer programme.

• Monitor the effectiveness and consistency of departmental trainers.

7. Competency Assessment & Certification

• Develop competency frameworks for key hotel positions.

• Establish practical skills assessments for operational employees.

• Conduct or coordinate:

  • Written assessments.

  • Practical demonstrations.

  • Role plays.

  • Workplace observations.

  • Job simulations.

  • Supervisor assessments.

• Certify employees upon successful completion of required competencies.

• Identify employees requiring remedial training or additional coaching.

• Maintain departmental skills matrices and employee competency records.

8. Leadership & Career Development

• Develop leadership programmes for Supervisors, Assistant Managers and Managers.

• Support internal career progression and succession planning.

• Identify high-potential employees and develop individual development plans.

• Establish career development pathways for key hotel positions.

• Conduct coaching and mentoring programmes.

• Support management in developing future leaders.

9. Training Compliance & Quality Assurance

• Maintain accurate training and certification records.

• Monitor mandatory training completion and renewal requirements.

• Conduct regular training audits across hotel departments.

• Review departmental training documentation and OJT implementation.

• Ensure training is conducted according to approved standards.

• Follow up with Department Heads on outstanding training gaps.

• Recommend corrective or refresher training where required.

10. Training Effectiveness & L&D Analytics

• Monitor and report training effectiveness using measurable KPIs.

• Evaluate training through:

  • Knowledge assessment.

  • Practical competency.

  • Workplace behaviour.

  • SOP compliance.

  • Guest satisfaction.

  • Guest complaints.

  • Online review scores.

  • Quality audit results.

  • Productivity.

  • Employee performance.

• Prepare monthly and quarterly L&D reports and dashboards for management.

• Measure the impact of training on operational and business performance.

• Recommend continuous improvements based on training data and operational results.

11. Hotel Pre-Opening & New Property Training

• Lead the training programme for new hotel/property openings.

• Develop pre-opening training calendars and departmental training plans.

• Coordinate system and SOP training.

• Conduct mock operations and service simulations.

• Coordinate competency certification before opening.

• Conduct opening-readiness training assessments.

• Provide post-opening refresher and stabilization training.

12. Training Budget & External Training Providers

• Prepare and manage the monthly / quarterly / yearly L&D budget.

• Identify suitable external training providers and hospitality specialists.

• Evaluate training providers based on quality, relevance and cost effectiveness.

• Coordinate external courses, certifications and specialist programmes.

• Monitor training expenditure and return on investment.

Requirements

• Bachelor's Degree or Diploma in Human Resources, Hospitality Management, Hotel Management, Training & Development or related discipline.

• Minimum 3–5 years of relevant experience in Learning & Development, hotel training, hospitality operations or a similar role.

• Strong practical understanding of hotel operations and hospitality service standards.

• Experience in developing and delivering training for multiple hotel operations.

• Strong presentation, facilitation and communication skills.

• Experience in hotel pre-opening or multi-property operations and being able to speak fluent CN will be added advantage.

• Able to work independently and collaborate effectively with Department Heads and senior management.

• Willing to travel between properties when required.