The Learning & Development Manager at The Cooper is responsible for shaping and advancing the culture of service excellence through the strategic design, delivery, and continuous evolution of learning and development initiatives across the property. This role ensures colleagues are empowered with the knowledge, technical expertise, and service mindset required to deliver exceptional guest experiences aligned with Forbes Five-Star standards and the brand’s luxury service philosophy. As a champion of colleague growth and engagement, the Learning & Development Manager partners closely with leadership across all departments to cultivate a culture of continuous learning, operational excellence, and service artistry. This role plays a key part in developing future leaders, reinforcing brand standards, and ensuring every colleague contributes to an environment where memorable and personalized guest experiences are consistently delivered.

DUTIES & RESPONSIBILITIES: 

Luxury Service Culture & Learning Strategy

• Lead the design, implementation, and ongoing evolution of the property’s learning and development strategy, ensuring alignment with brand values and Forbes Five-Star service standards.

• Serve as the ambassador of service excellence, ensuring all colleagues understand and embody the principles of intuitive, anticipatory, and personalized luxury hospitality.

• Develop and oversee a comprehensive learning calendar that supports operational priorities, service excellence, and leadership development across all departments.

• Partner with department leaders to assess learning needs and create targeted development initiatives that strengthen operational performance and elevate the guest experience.

Training Facilitation & Program Delivery

• Design and facilitate engaging, high-impact learning experiences through interactive workshops, coaching sessions, on-the-job training, and digital learning platforms.

• Deliver core training programs, including new colleague orientation, luxury service standards, Forbes readiness, compliance training, and leadership development.

• Develop and maintain high-quality training resources, including service standards guides, training manuals, digital content, and multimedia learning tools.

• Reinforce operational excellence through hands-on coaching and individualized development support, particularly in areas related to service delivery and SOP implementation.

Quality Assurance & Service Excellence

• Monitor guest feedback, internal quality assessments, and Forbes evaluations to identify opportunities for continuous improvement in training and service delivery.

• Collaborate with operational leaders to support departmental action plans and service initiatives designed to elevate guest satisfaction and colleague engagement.

• Ensure all colleagues complete required compliance and regulatory training programs, including safety, ethics, and workplace standards.

Talent Development & Leadership Growth

• Champion a culture of continuous learning, curiosity, and professional growth throughout the organization.

• Support colleague engagement and retention by developing structured career pathways and leadership development opportunities.

• Provide coaching and mentorship to emerging leaders, strengthening the property’s leadership pipeline.

• Foster strong relationships with department leaders to support ongoing colleague development and performance improvement.

Industry Engagement & Innovation

• Stay informed of evolving trends in luxury hospitality, service excellence, and adult learning methodologies.

• Introduce innovative training approaches and learning technologies that enhance colleague engagement and development.

• Build partnerships with local universities, hospitality schools, and professional organizations to support talent development initiatives.

REQUIRED SKILLS & EXPERIENCE: 

• Bachelor’s degree in Hospitality Management, Human Resources, Business Administration, or a related field preferred.

• Minimum of 3 years of experience in Learning & Development, Training, or Human Resources, preferably within luxury hospitality.

• Previous experience working in a Forbes-rated property or strong familiarity with Forbes Five-Star standards is highly preferred.

• Exceptional facilitation, presentation, and coaching skills with the ability to inspire and engage diverse teams.

• Strong interpersonal and communication skills with the ability to influence leaders and colleagues across all levels of the organization.

• Demonstrated organizational and project management abilities with the capacity to manage multiple initiatives simultaneously.

• Proficiency with Microsoft Office, learning management systems (LMS), and digital learning platforms.

PHYSICAL REQUIREMENTS:  

The physical demands described here are representative of those required to successfully perform the essential functions of this role:

• Ability to stand and walk throughout the property for extended periods during training sessions and operational support.

• Ability to lift and carry training materials, presentation equipment, or supplies up to 30 lbs.

• Visual ability to review digital and printed materials and operate computer systems effectively.

• Ability to clearly communicate and project voice while facilitating training sessions in both small and large group settings.

• Manual dexterity to operate computers, presentation equipment, and multimedia training tools.

Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. 

BHC is an equal employment opportunity employer.  Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.