Learning & Development Manager - Four Seasons Milan

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:

Iconic elegance in Milan’s most fashionable neighbourhood. . A 15th-century convent turned sophisticated garden retreat, Four Seasons Hotel Milano is a haven in the centre of Milan’s Fashion District. Fall asleep under frescoes in high-ceilinged rooms, dine on authentic Italian dishes on the airy veranda and recover from a day of shopping and sightseeing with a massage in our sleek, modern Spa.

About the role

We currently have an opportunity for an experienced Learning & Development Manager to join our iconic Hotel, Four Seasons Milano in Italy 

What you will do

Delivers workplace learning, service improvement programs, and initiatives to best achieve long-term business success; add value in meeting the hotel’s needs by identifying and implementing learning and performance improvement strategies that support the hotel’s strategic direction; promotes a continuous learning culture; partners with stakeholders to ensure employees are trained on the needed skills to successfully perform their jobs to attain service excellence.

Reports to:

Regional Director of People and Culture

Key Functions:

On-boarding

Manages and facilitates on-boarding for all new employees Manages and facilitates all core programs including Service Behavioural Training, Leadership Behaviour Training and ensuring New team members are on-boarded and oriented successfully with Four Seasons Hotels and Resorts and local hotel. Maintains an effective internal Train the Trainer (Department Trainers) program

Responsible for an indirect reporting relationship with the Designated Trainers, ensuring their roles and responsibilities are supported, developed, and adhered to in standards achievement and improved guest satisfaction. 

Manages an effective standard training program and ensures Standards documents are updated regularly and communicated to team members.

Operational Learning

Partners with hotel management teams to determine performance gaps, and advises on actions that are likely to meet those needs Plans and co-facilitates training activities to support identified needs. Coaches managers to ensure the necessary training and learning is conducted in departments on a consistent basis

Management and Leadership training

Ensures new managers to the company are given the knowledge and skills to successfully complete on-boarding period. Facilitates and/or coaches others to facilitate leadership development. Assists Managers with writing their development plans, ensuring the contents are focused on experience-based learning Ensures every college recruit completes a structured program with learning objectives

Ethics and Safety

In collaboration with HR or relevant Department Head, manages all compliance and safety training related to the property

General

Regularly benchmarks the learning function using internal Four Seasons tools. Bases the direction for learning on a thorough Learning Needs Analysis

Creates and produces a Learning Needs Analysis (LNA) and Training Plan aligned to property’s goals & budget cycle

Designs solutions for learning needs by rapidly creating and developing learning programs (or blended Learning programs) that target performance gaps and management competencies Prepares and produces training calendars that reflect performance gaps and learning needs Markets the learning function’s programs, initiatives, and online learning Evaluates the effect of training programs and initiatives through measuring results and monitoring behavioural change Creates and adheres to an annual budget for all training programs, initiatives, and learning resources Plans and executes property-wide change initiatives, including service initiatives, Company-wide change initiatives, and other large-scale projects related to growth and learning Selects and manages external vendors to deliver specialised training on service and/ or management skills Actively pursues personal growth in the areas of training and learning, pursuing certifications or expertise in a learning discipline

Key Functions:

On-boarding

Manages and facilitates on-boarding for all new employees Manages and facilitates all core programs including Service Behavioural Training, Leadership Behaviour Training and ensuring New team members are on-boarded and oriented successfully with Four Seasons Hotels and Resorts and local hotel. Maintains an effective internal Train the Trainer (Department Trainers) program

Responsible for an indirect reporting relationship with the Designated Trainers, ensuring their roles and responsibilities are supported, developed, and adhered to in standards achievement and improved guest satisfaction. 

Manages an effective standard training program and ensures Standards documents are updated regularly and communicated to team members.

Operational Learning

Partners with hotel management teams to determine performance gaps, and advises on actions that are likely to meet those needs Plans and co-facilitates training activities to support identified needs. Coaches managers to ensure the necessary training and learning is conducted in departments on a consistent basis

Management and Leadership training

Ensures new managers to the company are given the knowledge and skills to successfully complete on-boarding period. Facilitates and/or coaches others to facilitate leadership development. Assists Managers with writing their development plans, ensuring the contents are focused on experience-based learning Ensures every college recruit completes a structured program with learning objectives

Ethics and Safety

In collaboration with HR or relevant Department Head, manages all compliance and safety training related to the property

General

Regularly benchmarks the learning function using internal Four Seasons tools. Bases the direction for learning on a thorough Learning Needs Analysis

Creates and produces a Learning Needs Analysis (LNA) and Training Plan aligned to property’s goals & budget cycle

Designs solutions for learning needs by rapidly creating and developing learning programs (or blended Learning programs) that target performance gaps and management competencies Prepares and produces training calendars that reflect performance gaps and learning needs Markets the learning function’s programs, initiatives, and online learning Evaluates the effect of training programs and initiatives through measuring results and monitoring behavioural change Creates and adheres to an annual budget for all training programs, initiatives, and learning resources Plans and executes property-wide change initiatives, including service initiatives, Company-wide change initiatives, and other large-scale projects related to growth and learning Selects and manages external vendors to deliver specialised training on service and/ or management skills Actively pursues personal growth in the areas of training and learning, pursuing certifications or expertise in a learning discipline

What you bring

Education:

A university degree or equivalent experience required.

Experience:

Minimum of 1 years experience working in a managerial capacity;

Experience in adult education or a similar environment;

Experience in service environment, preferably luxury;

Experience managing in diverse cultures.

Key Skills:

Excellent communication skills, Facilitation skills, Instructional design skills

Strong analytical and critical thinking skills, Coaching skills, Influencing skills

A passionate and enthusiastic L&D Professional keen to develop self and other

Key Knowledge:

Adult learning styles and principles

Needs Assessment methodologies and learning needs identification

Learning technologies, such as online learning solutions and Learning Management Systems.

Theories and types of measuring impact.

Project planning tools and processes

Communication and influencing strategies

Basic budgeting, accounting and financial management

Current on L&D trends affecting workplace learning

What we offer: 

Competitive Salary, wages, and a comprehensive benefits package

Excellent Training and Development opportunities

Complimentary Dry Cleaning for Employee Uniforms

Meals available at our Employee Restaurant

Employee Experience initiatives: from annual themed employee party to many ESG events throughout the year 

Employee Recognition Programs 

Opportunities to build a successful career with global potential 

Schedule & Hours:

This position is based at the Four Seasons Milan and we will offer a regular term contract.

You must possess the legal right to work in Italy and have fluency in Italian.

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