Learning & Development Manager Resort and Luxury Villas

JOB DESCRIPTION

LEARNING AND DEVELOPMENT MANAGER

Department    : Human Resources

Reports to : Director of Human Resources

Location : Selo Selo Resort, Lombok

Property Type : Luxury Villa & Resort

POSITION SUMMARY

The Learning and Development Manager is responsible for ensuring that all Selo Selo Resort employees possess the competencies, behavior, and service mindset that reflect the standards of a world-class luxury resort. This role focuses on training, recruitment, and employee development, supporting the resort's mission to deliver exceptional, personalized, and memorable guest experiences.

MAIN RESPONSIBILITIES

A.     Learning & Development (Training Focus)

Design, implement, and evaluate training programs that meet luxury hospitality standards, including Service Excellence, Luxury Etiquette, Communication Skills, and Leadership Development.

1. Conduct regular Training Needs Analysis (TNA) based on performance reviews, guest feedback, and operational requirements.
2. Develop and execute the Annual Training Plan aligned with the resort's brand standards.
3. Facilitate internal training sessions as a lead trainer focusing on brand culture and service excellence.
4. Create an engaging induction and onboarding experience for new employees.
5. Evaluate training effectiveness through post-training assessments and guest satisfaction results.
6. Promote a culture of continuous learning throughout all departments.

B. Recruitment & Hiring

1. Manage the full-cycle recruitment process with a luxury resort mindset.
2. Collaborate with department heads to ensure timely and qualified hiring.
3. Maintain a talent pool and develop succession plans for key positions.
4. Conduct competency-based interviews emphasizing service behavior and emotional intelligence.
5. Lead an elegant onboarding process reflecting the resort's luxury standards.

C. Employee Development & Performance

1. Implement and monitor a performance management system aligned with luxury service standards.
2. Identify and develop high-potential employees for leadership programs.
3. Design individual development plans in coordination with department heads.
4. Provide coaching and mentoring to enhance leadership quality.
5. Foster a strong culture of attention to detail and guest care.

D. Administration & Reporting

1. Prepare monthly reports on training, recruitment, and performance development.
2. Manage the training budget effectively while maintaining quality.
3. Maintain organized training documentation for audits and recordkeeping.
4. Build partnerships with hospitality schools and training institutions.

QUALIFICATIONS

• Bachelor's Degree in Human Resources, Psychology, or Hospitality Management.
• Minimum 5 years of experience in Training and Recruitment, with at least 2 years in a managerial role at a 5-star or luxury resort.
• Fluent in English and Bahasa Indonesia (spoken and written).
• Strong presentation, facilitation, and interpersonal skills.
• Familiar with international service standards (Forbes, LHW, or equivalent).
• Energetic, professional, and detail-oriented personality.

CORE COMPETENCIES

• Leadership and Coaching Skills
• Luxury Service Standard Knowledge
• Effective Communication and Presentation
• Analytical Thinking and Problem Solving
• Emotional Intelligence
• Creativity in Learning Design
• Strategic Workforce Planning
• Professional Integrity and Discretion

Area / Bidang

Indicator / Indikator

Target

Training

Average training hours per employee per month / Rata-rata jam pelatihan per karyawan per bulan

≥ 5 hours

Training

Post-training satisfaction score / Nilai kepuasan peserta setelah pelatihan

≥ 90%   positive

Recruitment

Average recruitment lead time / Waktu rata-rata proses rekrutmen

≤ 30 days

Retention

Annual employee turnover rate / Tingkat turnover tahunan

≤ 15%

Guest Experience

Guest satisfaction related to staff service / Peningkatan kepuasan tamu terhadap layanan staf

+5% YoY

Development

Internal promotion ratio / Rasio promosi internal dibanding eksternal

≥ 30% internal

Key Performance Indicators (KPI)