Manager, Learning & Development 
(16525)

At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. 

Woven seamlessly into the diverse, dramatic vistas of one of Mexico’s last tropical beachfront jungles in Riviera Nayarit, One&Only Mandarina provides the perfect balance between chic treehouse seclusion and clifftop villas. The warm Mexican charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.

About the job.

As the Learning and Development Manager, you will design and implement training programs that uphold and enhance our ultra-luxury service standards. Working closely with department leaders, you will ensure all colleagues at all levels consistently deliver personalized, high-level service aligned with Kerzner and One&Only brand values.

Responsibilities:

• Design and deliver tailored training programs that reflect the highest standards of ultra-luxury hospitality, including guest engagement, emotional intelligence, service etiquette, cultural awareness, and leadership development.
• Conduct in-depth learning needs analysis in collaboration with department heads to align L&D strategy with property goals and guest experience metrics.
• Manage learning budgets, strategic annual plans and the Kerzner Learning & Development annual process, following policy and procedure.
• Continuously evaluate training effectiveness using Kirkpatrick levels of evaluation and make data driven improvements.
• Onboard new colleagues with an on-brand orientation program that immerses them in the brand ethos and service culture.
• Develop high-potential talent through bespoke development plans, coaching and mentorship programs and leadership development programs.
• Effective Business Partnering with HR and all operational leaders to support talent and performance management, succession planning, guest service and business results.
• Coordinate and manage LMS platforms, e-learning content, and luxury service certifications (e.g., Forbes standards).
• Maintain strong relationships with Global Learning & Organisational Development, Kerzner Global Office, all Kerzner Resorts, external training vendors, coaches, language instructors, and hospitality consultants.
• Drive, facilitate and support all Kerzner core training programs and brand specific programs and learning initiatives.
• Design and deliver or provide resort specific learning content to support the needs of the business.
• Manage the Kerzner Trainers strategy ensuring all levels of trainers are trained, tracked, engaged and supported to enable effective business results.
• Recruit and manage the Kerzner Graduate Program, Internships, Localisation and High Performers Programs in line with Kerzner standard of design and delivery.
• Monitor industry trends in learning methods and tools and recommend enhancements.
• Maintain training records and ensure compliance with mandatory training requirements.
• Promote a culture of learning through internal communication, marketing and employee engagement strategies.

About you.

• Bachelor’s degree in Hospitality Management, Human Resources, Education, or related field (Master’s preferred).
• 5+ years of L&D experience in luxury or ultra-luxury hospitality.
• 3+ years in leadership preferred.
• Proven experience designing and delivering soft-skills and service-focused training programs.
• Deep understanding of luxury service standards, brand alignment, and cultural nuances in guest service.
• Outstanding facilitation and storytelling skills with the ability to inspire and motivate across cultures.
• Strong project management and stakeholder engagement skills.
• Proficiency in Learning Management Systems and digital learning tools.

Preferred Certifications:

• CIPD, CPTD or similar
• Certified Coach
• Certified Train the Trainer

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.