Director of Learning and Development

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world.

Increasingly recognized for creating some of the world's most sought-after properties, the Group provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for creating unique hotels through distinctive design and a strong sense of place, luxury hotels right for their time and place.

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.

The Director of Learning & Development is responsible for the overall hotel Learning & Development, Performance Management and Quality Assurance, focusing on delighting our guests and colleagues.

• General:
• Understand and disseminate corporate and hotel policies and standard operating procedures to colleagues.
• Ensure compliance with the MOHG Code of Conduct and all laws and regulations.
• Support Mandarin Oriental, Muscat People & Culture Strategic decisions.
• Support all learning and development activities, including:
  • On The Job trainers and trainings.
  • Group Training Technique trainers and trainings.
  • Update and maintain a complete Training Matrix for your department.
  • Update and maintain Job Description and Job Specification Matrix for your department.
• Prioritize and document colleagues' career path and development needs in accordance with the MO Profile online system.
• Hold monthly meetings with all colleagues to provide a forum for voicing concerns and sharing information.
• Safeguard stored information and maintain confidentiality regarding guests, customers, and colleagues.
• Adhere to all policies & procedures relating to Safe, Sound and Sustainable practices at Mandarin Oriental.
• Ensure compliance with the MOHG Social Media Policy.
• Maintain a zero-tolerance policy on harassment or discrimination.
• Act as a hotel ambassador at all times.
• Departmental:
• Lead communication and engagement in MOHG culture, mission, guiding principles, and LQEs.
• Manage the Performance Management process and cycle, and Succession Planning with the Director of HR.
• Support Quality Assurance processes within the hotel.
• Identify Learning & Development needs through annual Performance Reviews and integrate them into training plans.
• Maintain the Mandarin Oriental Hotel Group's Learning & Development Standards.
• Plan, implement, and review Learning and Development for the hotel and departments to achieve business goals.
• Engage Executive Committee members and Department Heads in analyzing Learning & Development needs and preparing the Hotel Annual Learning & Development Plan.
• Prepare and distribute a monthly Hotel Training Calendar.
• Ensure colleagues' training needs are met by arranging training resources.
• Deliver MOHG L&D programmes across all levels, including Executive Committee members and Department Heads.
• Design and arrange training programmes for specific needs.
• Assist in making and implementing training decisions in departments.
• Provide a creative and engaging training environment.
• Manage a team of Departmental Trainers and monitor departmental L&D activities.
• Maintain hotel colleagues' training records and manage training documentation.
• Collect feedback and monitor effectiveness of L&D programmes.
• Generate and communicate the Hotel Monthly L&D report.
• Lead the annual L&D budget process with the Director of People & Culture.
• Coordinate external training requirements with third-party providers.
• Support Management Trainee Programmes and provide career development coaching.
• Support hotel quality assurance by analyzing data from Guest Satisfaction Surveys and ensuring follow-up.
• Attend Executive Committee and morning operational meetings as required.
• Participate in corporate initiatives and contribute to regional and global projects.
• Support new MOHG L&D programmes and hotel openings as Cultural Exchange Ambassador.
• Assist with FLHSS&E related training programmes.
• Maintain updated information in the Central system.
• Oversee online training completion for all employees.
• Lead by example.
• Assist with corporate office support and other projects as required.
• Identify and assess industry innovations in Learning & Development.
• Regularly report on business results.
• Spend time within hotels for firsthand knowledge and support.
• Any other duties assigned by the Director of People & Culture.