Manager, Learning, Development Quality

Job Summary

The Manager, Learning, Development, & Quality is responsible for driving a culture of service excellence, continuous learning, and operational excellence across the Resort. This role leads the design, implementation, and evaluation of learning and development strategies, quality improvement initiatives, and performance enhancement programs that strengthen colleague capability, elevate the guest experience, and support business objectives. As the champion of One&Only brand standards, they will partner closely with leaders across the business to develop talent, foster engagement, and embed a culture of accountability, innovation, and improvement.

Strategic Partnership

Align management practices, behaviors, and decision-making with One&Only Moonlight Basin and Kerzner International vision, values, operating standards, and policies.

Act as a strategic partner to the Director of Human Resources, General Manager, Executive Committee, and Department Heads to support business goals and organizational effectiveness.

Build strong working relationships across all departments and foster a collaborative, high-performance culture.

Influence and engage leaders at all levels to drive organizational change, employee development, and quality improvement initiatives.

Participate in Executive Committee meetings and provide insights on quality performance, guest satisfaction, employee engagement, operational trends, and continuous improvement opportunities.

Develop policies, strategies, and initiatives that support learning, development, quality, and organizational excellence.

Lead all Learning & Development activities across the Resort, including annual training plans, training needs analysis, budget management, program implementation, and effectiveness measurement.

Ensure brand culture trainings remain top-of-mind through awareness campaigns and reinforcement activities.

Partner with Department Heads to identify capability gaps, implementing development programs that strengthen performance and support succession planning.

Facilitate leadership development programs, team-building initiatives, and organizational effectiveness workshops.

Develop departmental trainers to enhance internal training methods.

Evaluate training effectiveness through feedback, performance indicators, guest satisfaction results, and operational outcomes.

Maintain a comprehensive training library of learning resources, books, videos, digital content, and development tools.

Design and facilitate training programs covering areas such as brand standards, problem-solving methodologies, root cause analysis, quality coaching, strategic planning, etc.

Quality Management

Lead the Resort’s Total Quality Management (TQM) and Continuous Improvement programs.

Build organizational commitment and engagement for quality initiatives at all levels.

Ensure quality initiatives are properly documented, tracked, measured, and communicated.

Deploy quality-related projects from planning through implementation, monitoring, evaluation, and lessons learned.

Monitor, analyze, and communicate quality performance indicators, including Guest Satisfaction Surveys, Employee Engagement Surveys, Guest Incident Reports, etc.

Maintain complete awareness of current quality performance levels, ensuring effective communication across the organization.

Prepare and present monthly, quarterly, and annual quality reports.

Communicate quality initiatives, progress, achievements, and lessons learned to leadership teams and employees.

Develop and publish quality-related communications, including newsletters, quality updates, recognition programs, and awareness materials.

Champion service excellence and ensure adherence to One&Only brand standards.

Conduct regular operational audits and property walkthroughs to evaluate service delivery, employee engagement, and standards compliance.

Monitor guest and employee interactions, providing coaching where required.

Develop and implement recognition and reward programs that encourage participation in quality and improvement initiatives.

Foster a positive work environment that supports engagement, productivity, and morale.

Develop and manage annual budgets for Learning & Development and Quality initiatives.

Monitor expenditures and ensure effective utilization of resources.

Contribute to annual business planning and budgeting processes.

Measure return on investment and business impact of current programs.

Professional Development

Demonstrate a commitment to…