Learning and Development Manager

BHC; Town of Charleston (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

The Charleston Place seeks a Learning & Development Manager to design, implement, and oversee all training programs that elevate colleague development and guest service to Forbes Five-Star standards.

Collaborating with department leaders, you will build a calendar of onboarding, compliance, leadership development, and ongoing education, while guiding content creation, delivery methods, and evaluations to improve performance and guest experiences.

Qualifications

• Bachelor’s degree in HR, Hospitality, or related field preferred.
• 3+ years in Learning & Development, Human Resources, or Training roles, preferably in luxury hospitality.
• Strong facilitation, coaching, and presentation skills.

Responsibilities

• Lead property-wide learning and development programs including Forbes Five-Star training, new hire orientation, compliance training, and leadership development.
• Ensure colleagues understand Forbes Five-Star standards and align training with service excellence.
• Assess training needs and curate content like manuals, digital resources, and videos to support growth.
• Facilitate engaging training sessions using in-person, e-learning, and on-the-job coaching.
• Ensure compliance training on safety, ethics, and legal requirements.
• Collaborate with managers to create monthly departmental learning plans and calendars.
• Tailor training to enhance operational performance and guest service excellence.
• Assist with SOP-related trainings on a one-to-one and group basis.
• Monitor feedback and audits to improve training effectiveness.
• Support career growth and retention through developing leadership paths.
• Communicate progress to senior leaders and managers, and stay current with industry trends.

Skills

Facilitation

Coaching

Presentation

Forbes Five-Star

Communication

Organization

MS Office

E-learning platforms

Education

Bachelor’s degree in HR / Hospitality / Business Admin

Tools

Microsoft Office

Learning Management Systems

E-learning platforms

Job description

The Learning & Development Manager at The Charleston Place is responsible for designing, implementing, and managing all learning and development initiatives to enhance the colleague experience and drive operational excellence. This role ensures employees are equipped with the job-specific skills, service mindset, and expertise required to deliver exceptional guest experiences in alignment with Forbes Five-Star service standards. Collaborating closely with department leaders, the L & D Manager fosters a culture that reflects the company’s mission, vision, and values while enhancing colleague development and guest service excellence. This role also oversees the coordination, delivery, and implementation of corporate training initiatives and will support the development of tailored learning programs that address specific colleague needs while aligning with corporate structures and guidelines.

DUTIES & RESPONSIBILITIES:

• Lead the execution of property-wide learning and development programs, including Forbes Five-Star training, new hire orientation, compliance training, and leadership development.
• Ensure all colleagues understand and embody luxury hospitality service standards, aligning training programs with Forbes Five-Star expectations.
• Assess training needs and curate relevant content, such as training manuals, digital resources, and instructional videos, to support colleague growth.
• Facilitate engaging and interactive training sessions using various methods, including in-person workshops, e-learning modules, and on-the-job coaching.
• Ensure all colleagues receive essential compliance training, including safety, ethics, and legal requirements.
• Collaborate with department managers to create a monthly departmental learning and development action plan and calendar
• Work closely with department heads to tailor training programs that enhance operational performance and guest service excellence.
• Assist with implementing the service-aspect of departmental action plans specifically, SOP-related trainings, primarily on a one-to- one basis but also in group setting.
• Monitor guest and colleague feedback, including Forbes and internal quality audits, to continuously improve training effectiveness.
• Support career growth and retention efforts by establishing development paths for colleagues aspiring to leadership roles.
• Maintain clear communication with senior leaders and department managers regarding training initiatives and colleague progress.
• Stay updated on industry trends and best practices to introduce innovative learning strategies and hospitality excellence standards.
• Build relationships with local training providers, universities, and professional organizations to support colleague development opportunities.

REQUIRED SKILLS & EXPERIENCE:

• Bachelor’s degree in Human Resources, Hospitality, Business Administration, or a related field (preferred).
• 3+ years of experience in Learning & Development, Human Resources, or Training roles, preferably in luxury hospitality.
• Strong facilitation, coaching, and presentation skills.
• Experience in a Forbes-rated property or a deep understanding of Forbes Five-Star standards is highly preferred.
• Excellent communication and interpersonal skills to engage employees at all levels.
• Strong organizational and time management skills, with the ability to balance multiple training initiatives.
• Proficiency in Microsoft Office and e-learning platforms.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job:

• Ability to stand, walk, and move around the property for extended periods (up to 8 hours per shift).
• Capability to lift and carry materials, training equipment, or presentation tools (up to 25 lbs).
• Strong vision for reading documents, using computers, and assessing training materials in both digital and print formats.
• Ability to speak clearly and project voice for training sessions in large and small group settings.
• Manual dexterity to operate a computer, handle paperwork, and utilize multimedia training tools effectively.

Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

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BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.