Learning & Development Manager

JOB SUMMARY At Emirates Wolgan Valley, a Ritz-Carlton Lodge, the Learning & Development Manager is responsible for driving the property's learning culture through the design, delivery, and execution of training, performance development, and leadership development initiatives. This role ensures that all associates and leaders embody the Gold Standards of The Ritz-Carlton while delivering exceptional guest experiences aligned with the Reserve brand philosophy. The position partners closely with Human Resources, Operations Leaders, and Department Heads to develop talent, build leadership capability, support compliance requirements, and enhance overall business performance. The Learning & Development Manager acts as the subject matter expert on learning systems, leadership development resources, service excellence programs, and associate engagement initiatives. CANDIDATE PROFILE Education and Experience Required High School Diploma or GED. Minimum 2 years' experience in hospitality operations, learning and development, human resources, or a related professional field. Experience facilitating training programs and group learning sessions. Preferred Bachelor's Degree in Human Resources, Business Administration, Hospitality Management, Education, Learning & Development, or a related discipline. Previous experience in a luxury hotel, resort, lodge, or remote hospitality environment. Prior experience in a Human Resources Generalist, Training Manager, Learning & Development, or operational leadership role. Experience with Marriott International learning platforms and systems. TC2 Certified (Marriott) or equivalent training/facilitation certification. Multi-lingual capability highly regarded. Experience delivering leadership development and service excellence programs. CORE WORK ACTIVITIES Learning Delivery & Compliance Lead and deliver onboarding, orientation, brand immersion, compliance training, and service culture programs across the resort. Facilitate training programs for associates, supervisors, and leaders, ensuring alignment with The Ritz-Carlton Gold Standards and Lodge brand expectations. Drive consistent execution of learning initiatives that enhance guest satisfaction, associate engagement, and operational performance. Ensure all mandatory compliance training is completed within required timeframes. Monitor and manage training completion through Marriott learning systems and reporting tools. Maintain accurate and up-to-date learning records and training documentation. Coordinate and administer new hire learning plans and departmental onboarding schedules. Support departmental trainers and leaders in delivering effective skills-based training. Evaluate learning effectiveness and recommend continuous improvement opportunities. Leverage adult learning principles to create engaging and impactful learning experiences. Utilize various learning methodologies including classroom, virtual, experiential, on-the-job, and peer-to-peer learning approaches. Promote a culture of continuous learning and professional development throughout the resort. Leadership Development Serve as the property expert for Marriott and Ritz-Carlton leadership development programs and resources. Partner with department leaders to identify talent and create individual development plans. Support succession planning, leadership readiness, and internal career progression initiatives. Facilitate leadership workshops, coaching conversations, and development activities for supervisors and managers. Support the Management Development and Readiness Process (MDRP) and other talent review activities. Coach leaders in delivering meaningful performance feedback and development discussions. Assist in the implementation of leadership programs that build capability, accountability, and engagement. Service Excellence & Culture Champion The Ritz-Carlton Gold Standards, Employee Promise, and Credo throughout all learning initiatives. Reinforce luxury service behaviours and emotional guest engagement practices that create memorable experiences. Support cultural and engagement initiatives that strengthen associate connection, retention, and workplace culture. Facilitate daily line-ups, service refreshers, and recognition-based learning activities. Actively promote a culture of excellence, professionalism, and continuous improvement. Stakeholder Relationships Build strong partnerships with Department Heads, Executive Committee Members, and operational leaders. Consult with leaders to assess performance challenges and develop effective learning solutions. Collaborate with Human Resources to support associate engagement, retention, and development strategies. Communicate learning priorities, progress, and outcomes effectively to all stakeholders. Support operational initiatives by aligning learning activities with business goals and performance objectives. Partner with leaders to enhance guest satisfaction, quality assurance results, and associate engagement outcomes. Maintain strong relationships with Marriott International learning and talent development teams where appropriate. Key Success Measures Learning compliance completion rates. New hire onboarding effectiveness. Associate engagement and retention outcomes. Leadership pipeline development and succession readiness. Guest satisfaction and service excellence indicators. Departmental training effectiveness scores. Internal promotion and career development success rates. At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate. Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests. Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with. In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.