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Learning and Development Manager - Job Opportunity at Mandarin Oriental Hotel Group

Abu Dhabi, AE
Full-time
Mid-level
Posted: July 19, 2025
On-site
AED 180,000 - 240,000 annually (USD 49,000 - 65,000), reflecting the premium compensation standards of luxury hospitality in Abu Dhabi's competitive market, with potential for performance bonuses and comprehensive benefits packages that can increase total compensation by 20-30%

Benefits

Comprehensive learning and development programs with unique career-stage progression planning that outpaces standard corporate training offerings
Global accommodation privileges through MOstay program offering complimentary nights and discounted rates worldwide, providing significant travel value for hospitality professionals
Enhanced health and wellness programs with work-life balance focus, exceeding typical hospitality industry benefits
Progressive retirement plans with service-length consideration, demonstrating long-term employee investment beyond industry standards

Key Responsibilities

Drive strategic learning transformation across all hotel operations through comprehensive training needs analysis that directly impacts guest satisfaction and operational excellence
Architect and execute enterprise-wide learning strategies that align colleague development with luxury hospitality standards and business objectives
Create world-class training environments that mirror guest experiences, establishing the property as a learning excellence center within the luxury hospitality sector
Design and deliver high-impact training programs addressing specific operational gaps while maximizing ROI on learning investments
Partner with department heads to implement data-driven training decisions that enhance departmental performance and guest service delivery
Lead performance management initiatives that drive colleague engagement, retention, and career progression across all organizational levels
Facilitate signature training programs including orientation, skills development, and leadership advancement that reinforce brand standards and company culture
Generate actionable training analytics and completion metrics that demonstrate learning impact on business outcomes and guest satisfaction scores
Champion organizational mission and values through learning initiatives that create legendary guest experiences and drive brand differentiation
Optimize training budgets and resource allocation to maximize learning impact while maintaining fiscal responsibility and operational efficiency

Requirements

Education

Bachelor's degree in Human Resources, Hospitality Management, Organizational Development or relevant field

Experience

Minimum 2 years of progressive experience in L&D, preferably in luxury hospitality or high-end service environments

Required Skills

Ability to perform training needs analysis and align learning interventions with operational goals Strong instructional design skills—both in-person and e-learning modalities Familiarity with adult learning principles, blended learning techniques, and learning management systems (LMS) Capability to coach leaders and individual contributors Deep understanding of luxury service principles and five-star hospitality standards Ability to train colleagues on soft skills such as etiquette, guest engagement, personalization, and anticipatory service Knowledge of brand-specific service standards Engaging public speaker and effective facilitator across all levels of colleagues Empathy and cultural sensitivity when working with diverse teams Ability to build rapport and influence across departments Collaborative team player with strong leadership presence

Certifications

Professional certification in Learning & Development / Training is an advantage Additional hospitality certifications (e.g., Forbes, Leading Hotels of the World) preferred
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Sauge AI Market Intelligence

Industry Trends

The luxury hospitality sector is experiencing unprecedented demand for personalized service excellence, driving hotels to invest heavily in comprehensive learning and development programs that create distinctive guest experiences and competitive differentiation in an increasingly crowded marketplace. Digital transformation in hospitality training is accelerating, with properties implementing blended learning approaches that combine traditional face-to-face instruction with e-learning platforms and virtual reality simulations to create immersive training experiences that better prepare staff for real-world guest interactions. The Middle East luxury hospitality market is expanding rapidly with significant investment in ultra-luxury properties, creating intense competition for skilled L&D professionals who can develop and retain high-caliber service teams capable of delivering world-class guest experiences. Post-pandemic hospitality recovery has emphasized the critical importance of employee engagement and retention, making learning and development roles strategic business functions rather than support activities, with L&D managers now directly impacting revenue through improved service quality and staff retention.

Role Significance

Typically manages a team of 2-4 training specialists and coordinates learning initiatives across 300-500 colleagues in a luxury property of this scale, with indirect influence over departmental training coordinators and subject matter experts
Mid-to-senior level management position with significant strategic influence on organizational culture and guest experience delivery, reporting directly to senior leadership and responsible for enterprise-wide learning initiatives that impact all operational departments and guest-facing services

Key Projects

Implementation of comprehensive onboarding programs that reduce new hire time-to-competency and improve retention rates during critical first-year employment periods Development of luxury service training curricula that align with international brand standards while incorporating local cultural elements and guest preferences Creation of leadership development pipelines that identify and nurture internal talent for succession planning and career advancement opportunities Design and execution of guest experience training programs that directly impact satisfaction scores, online reviews, and repeat business metrics

Success Factors

Demonstrated ability to translate luxury service standards into actionable training programs that create measurable improvements in guest satisfaction scores and service delivery consistency across all departments Strong business acumen with the capability to align learning initiatives with revenue goals, cost management objectives, and operational efficiency targets while maintaining the highest standards of service excellence Cultural intelligence and multilingual capabilities essential for working effectively in Abu Dhabi's diverse hospitality environment, with sensitivity to local customs and international guest expectations Technology proficiency in modern learning management systems, e-learning development tools, and data analytics platforms to track training effectiveness and demonstrate ROI on learning investments Leadership presence and influence skills necessary to gain buy-in from department heads, senior management, and front-line colleagues for new training initiatives and cultural change programs

Market Demand

High demand driven by rapid expansion of luxury hospitality properties in the UAE and the critical need for experienced L&D professionals who can develop service excellence programs that differentiate brands in the competitive luxury market

Important Skills

Critical Skills

Training needs analysis and instructional design capabilities are absolutely essential as the role requires creating customized learning solutions that address specific operational challenges while maintaining luxury service standards that directly impact guest satisfaction and business performance Adult learning principles and LMS proficiency are fundamental requirements in today's digital learning environment, enabling the design and delivery of effective blended learning programs that accommodate diverse learning styles and operational schedules Luxury service standards knowledge represents the core competency that differentiates this role from standard corporate training positions, requiring deep understanding of anticipatory service, personalization, and the subtle elements that create exceptional guest experiences Cultural sensitivity and multilingual communication skills are critical success factors in Abu Dhabi's international environment, where training programs must resonate with colleagues from diverse backgrounds while serving guests from around the world

Beneficial Skills

Advanced certification in organizational development or change management would enhance capability to lead cultural transformation initiatives and implement large-scale learning programs that drive business results Digital learning technology expertise including virtual reality training platforms, mobile learning applications, and advanced analytics tools would provide competitive advantage in developing innovative training solutions Financial acumen and budget management skills would strengthen the ability to demonstrate ROI on training investments and secure resources for innovative learning initiatives that support business growth objectives Project management certification would enhance capability to manage complex, multi-departmental training implementations and ensure successful delivery of learning initiatives within timeline and budget constraints

Unique Aspects

Opportunity to work within Emirates Palace, an iconic ultra-luxury property with 1.3km private beach and 394 luxury accommodations, providing exposure to the highest levels of hospitality service and guest expectations
Direct involvement in implementing Mandarin Oriental's signature training programs including 'MOve In' orientation and 'MOve Up' advancement programs that are recognized industry benchmarks for hospitality training excellence
Access to corporate learning resources from one of the world's leading luxury hotel groups, including international best practices, advanced training methodologies, and global career development opportunities
Position offers exposure to diverse international clientele and multicultural work environment in Abu Dhabi, enhancing professional experience and cultural competency in the global luxury hospitality sector

Career Growth

3-5 years to progress to director level with strong performance and additional certifications, with potential for regional roles within 5-7 years given the rapid expansion of luxury hospitality in the Middle East market

Potential Next Roles

Director of Learning & Development for hotel groups or large resort properties, overseeing multiple properties and regional training standards Regional Training Manager for international hospitality brands, responsible for training consistency across multiple countries and cultural contexts Vice President of Talent Development for hospitality companies, focusing on enterprise-wide learning strategy and organizational development Independent hospitality training consultant specializing in luxury service excellence and organizational transformation

Company Overview

Mandarin Oriental Hotel Group

Mandarin Oriental Hotel Group stands as one of the world's most prestigious luxury hospitality brands, operating award-winning hotels, resorts, and residences in prime global destinations with a reputation for exceptional service rooted in Asian heritage and contemporary luxury standards

Top-tier luxury hospitality brand consistently ranked among the world's best hotel companies, competing directly with Four Seasons, Ritz-Carlton, and other ultra-luxury brands in the most exclusive market segments
Emirates Palace represents Mandarin Oriental's flagship Middle East property, positioning the role holder at the center of the group's regional expansion strategy and brand development in one of the world's most dynamic luxury hospitality markets
High-performance environment with exacting standards for service excellence, offering exceptional professional development opportunities within a global luxury brand known for promoting internal talent and maintaining legendary service standards
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