Learning and Development Manager

Nbutexas; Memphis (TN); On-site; USD 80,000 - 120,000; Full time

Job summary

Makeready is seeking an experienced Learning & Development Manager to shape growth, performance, and culture across a modern luxury boutique hotel. The role partners with People + Culture and leaders to design and deliver impactful training, elevating service standards and leadership capability.

Focus includes Forbes Travel Guide Four-Star Service Standards and Marriott brand standards, ensuring these expectations are understood and enacted in guest experiences through engaging facilitation and

Qualifications

• 3-5+ years of Learning & Development or related experience, preferably luxury hospitality.
• Strong experience designing onboarding, service, compliance, and leadership training.
• Experience with Forbes Travel Guide and Marriott brand standards is highly desirable.
• Ability to translate luxury standards into practical behaviors and coaching.
• Proven facilitation, presentation, and interpersonal skills.

Responsibilities

• Lead property-wide L&D programs including onboarding, service excellence, compliance, and leadership training.
• Partner with People + Culture and department leaders to identify training needs and develop engaging programs.
• Train, coach, and reinforce Forbes Travel Guide Four-Star Service Standards and Marriott brand standards.
• Conduct service observations and provide real-time coaching to improve guest service and consistency.
• Manage training certifications, LMS assignments, and compliance reporting.
• Analyze training results to measure effectiveness and drive continuous improvement.

Skills

Learning & Development

Onboarding

Coaching

Facilitation

Leadership development

Training administration

LMS

Compliance tracking

MS Office

Tools

PowerPoint

Word

Excel

Outlook

Teams

Job description

The Role

The Learning & Development Manager is a strategic and hands-on leader responsible for shaping the growth, performance, service excellence, and culture of this modern contemporary boutique hotel.

This role partners closely with the Director of People + Culture, department leaders, and operational leadership to design and deliver impactful training that elevates service standards, strengthens leadership capability, ensures compliance, supports career development, and brings Makeready's Guiding Principles to life across the property.

A significant focus of this position will be supporting, training, and coaching our team on Forbes Travel Guide Service Standards and Marriott International brand standards, ensuring these expectations are understood and consistently brought to life throughout the guest experience.

The ideal candidate is an engaging facilitator, confident coach, culture champion, and luxury hospitality professional who can translate standards into meaningful behaviors and inspire teams to deliver exceptional service.

Learning & Development Manager Responsibilities

• Lead and execute property-wide Learning & Development programs including onboarding, service excellence, compliance, leadership development, and departmental training.
• Partner with People + Culture and department leaders to identify training needs and develop practical, engaging, and results-driven learning programs.
• Train, coach, and reinforce Forbes Travel Guide Four-Star Service Standards, with a focus on personalization, anticipation, professionalism, service recovery, and attention to detail.
• Support Marriott International and The Luxury Collection brand standards, required training programs, audits, and quality assurance initiatives.
• Conduct service observations and provide real-time coaching and feedback to improve guest service and operational consistency.
• Facilitate leadership development programs focused on coaching, communication, accountability, employee engagement, and talent development.
• Identify high-potential employees and support career development, succession planning, and internal growth opportunities.
• Manage required training, certifications, licenses, LMS assignments, completion tracking, documentation, and compliance reporting.
• Analyze training results and feedback to measure effectiveness and continuously improve programs.
• Serve as a culture champion, ensuring luxury service standards and the property's guiding principles are embedded into everyday operations.

Learning & Development Manager Qualifications

• 3-5+ years of Learning & Development, training, HR/People & Culture, or related experience, preferably within luxury hospitality.
• Strong experience designing and facilitating onboarding, service, compliance, operational, and leadership training.
• Luxury hotel or upscale hospitality experience strongly preferred, with Forbes Travel Guide and/or Marriott experience highly desirable.
• Strong understanding of luxury service standards and the ability to translate them into authentic, practical behaviors.
• Exceptional facilitation, presentation, coaching, communication, and interpersonal skills.
• Proven ability to build credibility and relationships with frontline employees, managers, and senior leadership.
• Highly organized with strong attention to detail and the ability to manage multiple priorities and deadlines.
• Experience with Learning Management Systems (LMS), training administration, and compliance tracking.
• Strong analytical, organizational, and written communication skills.
• Proficiency with Microsoft Office, including PowerPoint, Word, Excel, Outlook, and Teams.

A genuine passion for developing people, strengthening culture, and delivering exceptional luxury hospitality experiences.

JOB ID: 180663#post

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