Director of Learning and Development

Mandarin Oriental Muscat is looking for a Director of Learning and Development

to join our People and Culture team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional. 

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental Muscat

Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort that offers 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa at Mandarin Oriental, and an outdoor swimming pool. The hotel features a one-of-a-kind ballroom boasting spectacular views of the Arabian Sea as well as a variety of banquet and meeting spaces to accommodate social and business events.

For those seeking a luxury living experience in one of Muscat’s most desirable districts, an exclusive collection of 155 Residences at Mandarin Oriental combine the Group’s legendary service, world-class amenities and sweeping sea or mountain views.

About the job

The Director of Learning and Development reports to the Director of People and Culture.

As Director of Learning and Development you will be responsible for the following duties:

• Take the lead in communicating and engaging all colleagues in MOHG culture, its mission, guiding principles and LQEs, by planning and managing the hotel Learning & Development function.
• Together with Director of People and Culture manage the Performance Management process and cycle, and Succession Planning
• Support the Quality Assurance processes within the hotel as required (in collaboration with Quality Manager where applicable)
• Review the annual Performance Reviews to identify Learning & Development needs and build these into training plans and Personal Development Plans accordingly
• Communicate and maintain the following Mandarin Oriental Hotel Group’s Learning & Development Standards along with the support of the Executive Committee, Hotel Manager and General Manager
  • MOve In Orientation
  • Departmental Training
  • Off-Job/Classroom Training Programs
  • Supervisory/Management L&D
  • Managing L&D for the Hotel
  • L&D Administration and Resources
• Plan, implement and review Learning and Development for the hotel and individual departments and ensure that all L&D activities are geared towards achievement of hotel business goals.
• Engage Executive Committee members and Department Heads in analysing Learning & Development needs for the hotel and preparing the Hotel Annual Learning & Development Plan to support the hotel business goals.
• Collaborate with Director of People & Culture on Hotel People & Culture Strategic Plan. As required, advise the Executive Committee on strategic issues regarding learning and development activities as well as their personal learning and development objectives.
• Prepare a monthly Hotel Training Calendar and distribute it accordingly, ensuring all colleagues have access to it and are aware of the scheduled L&D activities.  
• Ensure colleagues’ training needs are met by arranging resources for training to be conducted throughout the hotel (i.e. providing a first-class training environment emulating our guests meeting environment).
• Deliver MOHG L&D programmes across all levels of colleagues including Executive Committee members and Department Heads.
• Design, deliver and arrange training programmes to address specific training needs.
• Assist Executive Committee members and Department Heads with making and implementing training decisions in their areas.
• Maximise learning by providing a creative, fun and exciting environment in delivering MOHG and locally designed L&D programmes.
• Manage a team of Departmental Trainers, provide them with necessary development opportunities. Monitor departmental L&D activities by holding regular Departmental Trainers Meetings, observing departmental training and coaching Departmental Trainers as required. Promote consistency of Departmental Training by focusing on LQE, Eleven Pillars and the Mission Statement.
• Keep hotel colleagues’ training records by maintaining a hotel training data base and managing internal and external training documentation within the property, to be able to report on status of training for each colleague within the hotel.
• Ensure effectiveness of L&D programmes by collecting colleague feedback, reviewing behavioural change as a result of training programmes attendance and monitoring guest feedback and LRA and MOQA results.
• Generate the Hotel Monthly L&D report and communicate it to the hotel management as well as to the corporate MOHG L&D team.
• Together with Director of People & Culture, lead the annual L&D budget process, control training expenses and manage expenditure to meet the property’s needs while remaining within the budget guidelines.
• Work with the third-party training providers to coordinate external training requirements.
• Support the hotel and corporate Management Trainee Programmes, liaising with respective departments in accordance with Company Policies and Procedures.
• Provide career development coaching, counselling and welfare support to colleagues when required.
• Support the development needs of Executive Committee members either on an individual basis or as a team – through executive retreats or team building activities.
• Support the hotel quality assurance programme by helping to facilitating appropriate meetings, analysing data from Guest Satisfaction Loyalty Surveys (LRA), mystery shops/inspections (MOQA, Forbes, AAA, Coyle, etc.), and ensuring follow up as required.
• Attend Executive Committee meetings and/or morning operational meetings as and when required.
• Participate in Corporate initiatives, such as the L&D train the Trainer workshop, LQE Workshops, pre-openings, and the Cultural Exchange Ambassador programme.
• In conjunction with a global L&D team, contribute to regional and global projects and facilitate/co-facilitate MOHG programmes and activities regionally and globally.
• Support the development and piloting of new MOHG L&D programmes.
• Support hotel openings as Cultural Exchange Ambassador and lead cross-exposure/MOve In for other L&D Managers within the region.
• Assist the Hotel FLHSS&E Champion with the implementation of all legally required FLHSS&E related training programmes and ensure proper attendance and recording.
• To maintain the Central with updated information.
• To oversee online training on Central and make sure all employees complete all mandatory trainings within one month of joining.
• Ability to lead by example.
• Assist with general support for the corporate office and participate in other projects as required.
• Identification, communication, and assessment of industry innovation in Learning & Development.
• Reporting on a regular basis on business results.
• Spend time within the hotels to get first-hand knowledge and provide support as needed.
• Any other duties that may be assigned by the Director of People & Culture.

As Director of Learning and Development, we expect from you: 

• Extensive experience in the hospitality industry, previous training and service quality experience is a must
• Confident and dynamic public speaker, able to communicate and interact effectively with all levels of an organization
• Outstanding communication skills, both written and verbal
• Ability to train, motivate, evaluate and mentor colleagues to meet desired ends
• Skilled at fostering strong relationships with colleagues while consistently upholding the confidentiality of both colleagues and guests.
• Enthusiastic and positive personality with ability to build trusting relationships with others.
• Creative, effective team player, possessing a high degree of professionalism, energy and determination.
• Proven organizational skills, work well on their own, able to set and meet deadlines with quality results
• Proficient in MS Office Applications, advanced in Excel and PowerPoint
• Ability to multitask
• Great attention to detail

Our commitment to you

• Learning & Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.
• MOstay. When you work as hard as our colleagues do, it’s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.
• Heath & Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.
• Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.

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