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Learning & Development Coordinator

Miami, FL, United States, Florida, United States

Learning & Development Coordinator

  • Miami, FL, United States
  • Human Resources Division
  • Full time

The Company

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most prestigious hotels and resorts.  The Group now operates or has under development over 35 hotels with more than 11,000 rooms in 28 countries in key business and leisure destinations.


The Hotel

With 326 guest rooms and 31 suites, Mandarin Oriental, Miami is located in Brickell Key and is a prime location for both business and leisure guests.  It is an urban resort with a Miami’s only private beach has been awarded 5 stars by Forbes Travel Guide.


Scope of Position

The Learning & Development Coordinator is responsible for, but not limited to, the overall administrative assistance of all colleague training.


Organisational Structure

The Learning & Development Coordinator will report directly to the Senior Director of Learning & Development. There are no functional positions which report to the Learning & Development Coordinator.


Duties and Supporting Responsibilities

  • Delivering and arranging training programs to address operational training needs
  • Assisting in the facilitation of continuous customer service training as outlined by Legendary Quality Experiences
  • Assisting with content creation for face-to-face trainings and online trainings supported by The Loop LMS
  • Ensuring all relevant colleagues are certified in compliance trainings, such as TIPS, ServSafe, HACCP, Basic Water Rescue, First Aid/CPR, IT Security Awareness, Code of Conduct by facilitating and maintaining records as per Jardines and FLHSS standards
  • Ensuring that all training records are updated and to generate accurate monthly reports accordingly
  • Assisting to evaluate training programs and new hire’s onboarding process through Orientation Review Meetings
  • Performing administrative tasks to ensure the proper supplies, training classes requirements, etc. are in order
  • Maintaining the Training Room at all times in the event of pop-up trainings/meetings
  • Assisting with setting up the Training Room for scheduled trainings
  • Coordinating outside training requirements
  • Updating all L&D bulletin boards throughout the back of the house of the hotel
  • Creating monthly L&D Calendar of events
  • Assist with HR employee relations functions and onboarding administration
  • Performing any additional duties as assigned by the Senior Director of Learning & Development.


Success Profile for this role

1. Customer focused The colleague is genuinely pleasant, positive and helpful to both guests and colleagues, always striving to anticipate guests’ needs and exceed their expectations, as follows:

  • demonstrates confident, helpful and genuine behaviour with internal and external customers
  • anticipates guests’ needs and is sensitive to people from all cultures
  • is conscientious and always attentive to detail
  • goes the extra mile and strives to exceed guests’ expectations
  • has a natural, warm smile and a friendly and passionate approach
  • serves guests with a sense modesty and humility – gets things done quietly without unnecessary fuss.


2. Team player The colleague demonstrates co-operation and trust with colleagues in his/her own team and across departments and works well as a team player to achieve results, as follows:

  • understands the service-profit chain concept (i.e. happy colleagues ð happy guests ð profit)
  • demonstrates co-operation within the team and with other departments
  • listens carefully and works well with other colleagues
  • uses resources efficiently
  • has a positive influence on others in the team and clearly enjoys working with people
  • demonstrates sensitivity to cultural differences and diversity, as appropriate.


3. Delivers their best The colleague continually strives to do his/her best, is hard working. efficient and consistently performs well against the MOHG standards, policies and procedures, as follows:

  • has energy and a sense of urgency for his/her work
  • delivers on all expected MOHG standards
  • language and communication skills meet the needs of the role
  • open to feedback and self-development
  • resourceful, makes things happen and looks for ways to work ‘smarter’ (more efficiently)
  • always look their best and acts appropriately e.g. approaching guests, body language and eye contact.


4. Trustworthy and responsible The colleague is trustworthy, responsible and accountable. His/her standard of performance reflects our MOHG Mission and Guiding Principles and he/she works in a safe manner, as follows:

  • excellent records in attendance and punctuality
  • demonstrates a high level of personal integrity, honesty and trust
  • always works ethically, aligned with MOHG’s Guiding Principles
  • manages own responsibilities and accountabilities, delivers what is promised
  • is reliable and demonstrates the ability to work without supervision, as required
  • demonstrates knowledge of MOHG Safe & Sound standards and assumes the relevant responsibilities to ensure the safety of self, colleagues and guests  
  • behaves in accordance with our environmental responsibilities and ensures that resources are used wisely in the areas in which he/she works.


5. Composed (The colleague can handle pressure and remains calm at all times. He/she is able to solve problems calmly and effectively)

  • able to stay calm under pressure
  • demonstrates maturity and ability to cope with the unexpected
  • never lets personal feelings interfere with delivering the highest standards
  • emotionally stable and mature
  • able to solve every day problems in a calm manner and with flexibility
  • responds with enthusiasm when under pressure or in challenging circumstances.


6.  . Shows Humility (The colleague displays humility and behaviors that reflect our oriental heritage.)

  • serves our guests with an air of graciousness
  • can get things done quietly without unnecessary noise
  • quickly admits flaws and mistakes and works to rectify them
  • is careful to make others comfortable; helps them save face in difficult situations
  • respects other people’s views


7. Technically competent - specific to each department (The colleague understands the job requirements and displays the technical skills and knowledge required to perform his/her job well and in line with the department standards)


Guest service delivery

  • demonstrates competence of verbal communication and social skills to a high standard, to handle colleagues’ queries, complaints and concerns effectively.


Job related system/machine competency

  • demonstrates competence in the HR procedures and task required at his/her level, (i.e. without errors), with the appropriate level of HR and employment law knowledge
  • demonstrates competence for the accurate handling of data, including confidential information.



Mandarin Oriental reserves the right to add, delete, change or modify the job, duties and responsibilities described in this Job Description, at the company’s discretion, at any time with appropriate notice. 


It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company.  Employees or applicants should direct requests for accommodation to Director of Human Resources.

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