Recruitment and Training Manager

Reports To:

Cluster General Manager

The Recruitment & Training Manager is responsible for delivering an effective people strategy across two hotel properties, ensuring the recruitment, development and retention of high-performing teams across all departments of the hotel.

The role focuses on attracting talent, building strong local hospitality recruitment pipelines, and implementing structured training programmes that support operational excellence. Training initiatives will align with guest feedback, operational performance targets alongside statutory learning requirements delivered through the FLOW learning platform.

This role plays a key part in improving guest satisfaction scores, strengthening service delivery standards and developing future hospitality leaders.

• Lead the end-to-end recruitment process across both hotels for operational, supervisory and management roles, ensuring the all areas of the recruitment cycle are delivered- recruitment, selection, onboarding/induction, probationary review milestones and ongoing review process by all department leaders.
• Develop strong relationships with local colleges, universities and hospitality schools delivering hospitality and culinary programmes.
• Establish apprenticeship pathways and work placement opportunities to build future talent pipelines.
• Represent the hotels at careers events, recruitment fairs and industry networking opportunities.
• Source supervisory and management candidates through proactive channels including Linked In, hospitality networks and industry referrals.
• Build and maintain a talent pool for critical operational roles.
• Partner with department heads to forecast recruitment needs aligned with business demand and seasonal peaks.
• Ensure recruitment processes reflect employer brand and deliver a positive candidate experience.

• Utilise refine and deliver existing customer service and operational training programmes across all departments- with particular focus on
  • Food & Beverage
  • Front of House
  • Meetings & Events
• Ensure all team members complete statutory and compliance training via the FLOW learning platform.
• Ensure of HOD’s have a monthly structured departmental training plan- that is delivered and aligned with the needs of the business and the team members.
• Monitor training completion rates and maintain full compliance across both properties.
• Deliver onboarding programmes that embed brand standards, service culture and operational expectations.
• Provide leadership development support for supervisors and junior managers.
• Implement coaching and mentoring programmes within operational teams.

• Analyse online guest feedback and in-person guest feedback across both hotels.
• Identify service improvement opportunities linked to guest experience scores.
• Create and deliver targeted training plans to address areas impacting guest satisfaction.
• Work closely with operational leaders to embed service improvements within teams.
• Support the hotels in achieving and maintaining minimum guest satisfaction score targets.

• Create annual and quarterly training plans aligned with business goals.
• Track and report on:
  • Guest feedback scores
  • Training completion
  • Team capability improvements
  • Recruitment success metrics
• Use insights from guest feedback platforms and internal performance metrics to guide training priorities.

• Work closely with General Managers and Department Heads to align people development with operational priorities.
• Support departmental leaders in identifying skills gaps and succession planning opportunities.
• Promote a culture of continuous learning, development and service excellence.
• Align with CWH L&D Manager for use of best practice and CELEB Service training delivery.