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    Learning and Development Manager - New York, United States - Four Seasons Hotels Limited

    Four Seasons Hotels Limited
    Four Seasons Hotels Limited New York, United States

    1 week ago

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    Description
    About Four Seasons:

    Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

    At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

    About the location:
    An architectural icon in the heart of Lower Manhattan. Diverse, inspiring and vibrant - where art meets architecture in the heart of TriBeCa, Four Seasons Hotel New York Downtown is steps away from the city's most authentic neighbourhoods. Come and discover a new kind of urban chic with us, whether you choose to rejuvenate in our globally inspired Spa with a heated indoor pool, or dine at CUT by renowned celebrity chef Wolfgang Puck. We look forward to welcoming you.

    OUR VISION:
    We are New York's Luxury Lifestyle Icon.

    OUR MISSION:
    To inspire meaningful connections...
    To curate exceptional experiences...
    To deliver passionate service...
    kindness, care and a commitment to excellence
    Our value proposition is to provide our guests with a catalog of experiences for a life well lived, in addition to the Four Seasons service excellence promise.

    OUR PURPOSE:
    To Enrich the Lives of Employees, Guests and the Community around us

    OUR VALUES:
    We think differently
    We are client obsessed
    We have passion
    We own it
    We truly care about each other
    We have integrity

    Join Our Team
    The Four Seasons Hotel New York Downtown is looking for a Learning and Development Manager who fully embodies our values, shares a passion for excellence, and infuses enthusiasm into everything they do. As Learning and Development Manager, you will be accountable for shaping the client experience by providing exceptional service in support of our world-renowned hotel. FSNYD is recognized as a Forbes 5 Star Hotel; Forbes 5 Star Spa and AAA 5 Diamond Hotel.

    This position reports to the Director of People and Culture and Hotel Manager.

    Four Seasons Hotel New York Downtown is diverse, inspiring and vibrant. As Learning and Development Manager, you will be part of a team that prides itself on excellent service, driving inclusion & belonging, working collaboratively, demonstrating mutual respect and having a passion for providing exceptional client experiences. Your role is vital to the success of Four Seasons New York Downtown. You will be able to shape your work environment by contributing to new ideas, offer solutions and find ways to collaborate with all departments being at the heart of the operation. In return you will be provided with the same level of care that we expect to be shared with our employees and all backed by our impressive Employee Value Proposition.

    WHO YOU ARE:

    You are enthusiastic, optimistic and passionate. You are self-driven and solution oriented. You are invested in your team, you listen, care about their development and celebrate your team's success. You set expectations and know to 'inspect what you expect'. You foster inclusion and embrace diversity. You take feedback as an opportunity to help you grow. You work smart, you are organized and have a strategy to achieve your goals. You plan your tasks carefully, you are pro-active and organized ensuring you're effective. You are client obsessed and create opportunities to connect in meaningful ways, building lasting relationships. You have integrity and your actions match your words.

    Key Knowledge
    • Adult learning styles and principles
    • Needs Assessment methodologies and learning needs identification
    • Learning technologies, such as e-learning options and distance learning
    • Theories and types of evaluation for measuring program financial impact, such as Kirkpatrick's 4 levels
    • Project planning tools and processes
    • Communication and influencing strategies
    • People and Culture systems and how they integrate, such as recruitment, selection, compensation, performance management
    • Basic budgeting, accounting and financial management
    • Current on industry trends affecting workplace learning
    Key Actions
    • Implements Vision: Creates a compelling picture of how the learning function can improve the performance of the hotel and execute the strategy.
    • Establishes Strategies: Develops long-range learning, development, human performance strategies to implement the vision.
    • Manages Staff: Responsible for an indirect reporting relationship with the Designated Trainers, ensuring their roles and responsibilities are supported, developed, and adhered to in standards achievement. Trains new Designated Trainers when required.
    • Manages Peers: Ensures new managers to the company are given the knowledge and skills to successfully complete their 90-day probationary period. Trains managers to train their employees in the needed skills area.
    • Supports Planning Committee: Trains and assists Planning Committee members to conduct management development programs, and blended learning programs to their direct reports.
    • Drives Standards Achievement: Is a champion for Core and Culture Standards achievement through training, testing, campaigns, and initiatives.
    • Operation Focused: Is involved in ensuring the necessary training and learning is conducted in departments on a consistent basis.
    • Identifies Guest Expectations: Works with hotel management to identify performance gaps through the analysis of Glitch Reports, Guest Comment Cards and Standards reports.
    • Facilitates Programs: Is able to facilitate learning programs for managers and employees when required.
    • Collaborates with Managers: Consults with managers to determine solutions to needs and implement change initiatives
    Key Functions
    People
    • Active in identifying staff development needs at an individual & group level
    • Builds and maintains confidence and credibility with employees, supervisory and managerial staff
    • Acts as an objective third party in counseling, problem solving or conflict situations where learning issues are involved
    • Provides senior management with accurate and objective feedback for solutions with respect to employee relations and learning needs
    • Identifies breakdowns in systems and processes amongst or within departments
    • Actively solicits feedback from management on which learning programs are needed and the optimal time to schedule such programs or initiatives
    • Regularly coaches and develops Designated Trainers (DT) in their role and responsibilities
    • Trains Managers and Planning Committee Members to facilitate training programs for their direct reports
    • Partners with peers and superiors to determine performance gaps and learning needs
    • Develops solid relationships with all new hires to act as a supporting role during their probationary period
    Product
    • Facilitate the Four Seasons Embark for all new hires to standard
    • Coordinate New Leader Orientation (NLO) and support those managers through the process
    • Conduct Designated Trainer Workshops (DTW) and needed follow-up skill programs
    • Co-facilitate and/or coach others to facilitate Management Development Programs (MDP) and Toolkits
    • Coordinate and adapt the GROW Program to local needs
    • Rapidly create and develop blended learning programs that target management competencies.
    • Participate in and support Hotel Committees (e.g. Safety Committee, Glitch Committee, Terry Fox Committee)
    • Create and produce an annual Learning Needs Analysis (LNA) and Training Plan
    • Prepare and Produce monthly and quarterly Training Calendars
    • Ensure Standards Training Manuals are updated and formatted correctly in departments
    • Drive and participate in Standards achievement through testing, training, campaigns, and initiatives
    • Produce relevant LinkedIn Learning and Standards Testing Reports to determine trends and patterns
    • Regularly benchmark the learning function with Corporate Learning Success Levels
    Profit
    • Evaluate the effect of training programs and initiatives through measuring results and monitoring behavioral change
    • Analyze service gaps in Glitch Reports, Guest Comment Cards, and Spotter Reports to improve service levels and close performance gaps
    • Create and adhere to an annual budget for all training programs, initiatives, and learning resources
    Salary Range- $85,000- $90,000

    Four Seasons is an Equal Opportunity, Affirmative Action employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website -
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