Learning & Development Manager

Compensation Type

Yearly

Highgate Hotels

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.

 

With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value.

 

With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Location

 

Located in the heart of Manhattan’s Times Square, the iconic Row NYC has completed a $140+ million transformation of all guest rooms and public spaces.  The hotel is surrounded by 24 Broadway theaters, is 1 block from Restaurant Row and is close to Jacob Javits Convention Center, Macy’s, Rockefeller Center, the Empire State Building and many of NYC’s top attractions.  The hotel offers 1,331 newly built guestrooms with a variety of bedding configurations including king, queen, double/double and twin.

Overview

The Learning & Development Manager is responsible for driving a culture of continuous learning, service excellence, and leadership development across the hotel. This role will lead the design, execution, and evaluation of training programs that align with brand standards, guest expectations, and the strategic goals of the hotel. The successful candidate will be a dynamic facilitator, a strong collaborator, and a strategic thinker who ensures that every team member—from frontline staff to leadership—is equipped and inspired to deliver exceptional experiences.  The Learning & Development Manager partners closely with hotel leadership and Operations to ensure training programs strengthen business performance, guest satisfaction, employee engagement, and Highgate’s People First culture. 

Responsibilities

• Develop, coordinate, and facilitate leadership development programs, service-culture workshops, compliance training, onboarding programs, and skills-based learning initiatives.
• Become a certified trainer in all required Human Resources training modules.
• Lead the deployment of new learning and development programs throughout the hotel.
• Facilitate leadership programs and provide coaching to new and existing leaders.
• Assess talent readiness, performance needs, and employee development gaps.
• Partner with Operations and department leaders to ensure training supports business performance, guest satisfaction, operational excellence, and brand standards.
• Reinforce Highgate’s People First culture across all departments.
• Lead culture-immersion activities during hotel transitions, new property openings, and leadership onboarding.
• Schedule and support Highgate Hotel Orientation, including explaining benefits and conducting property tours.
• Promote a strong learning culture and encourage participation in development opportunities.
• Track training attendance, completion, effectiveness, and compliance.
• Attend all hotel-required meetings and training sessions.
• Ensure all employee paperwork is completed accurately and within required timelines.
• Maintain confidentiality of payroll, benefits, medical, and employee information.
• Monitor workers’ compensation claims and related documentation.
• Complete First Reports of Injury and Employer Reports of Industrial Injury.
• Respond to unemployment claims and maintain the unemployment log.
• Coordinate with Human Resources leadership and applicable third parties to ensure timely case management and documentation.
• Participate in Manager-on-Duty coverage as required.
• Assist with special projects and employee events, including meetings, recognition activities, picnics, and celebrations.
• Perform other HR duties as requested by management.

Qualifications

• At least two years of progressive Human Resources experience in a hotel environment or within Learning and Development, Talent Management, Organizational Development, or a related field.
• Prior experience working in a unionized hotel environment is preferred.
• Experience developing or leading organizational capability initiatives, including leadership development, onboarding, skills academies, and performance-enablement programs.
• Experience supporting change-management initiatives and learning-culture transformations.
• Demonstrated ability to coach and develop leaders at multiple organizational levels.
• Previous supervisory experience is preferred.
• College coursework or a degree in Human Resources, Hospitality Management, Organizational Development, Business Administration, or a related field is helpful.
• High school diploma or equivalent is required.
• Strong analytical, organizational, and problem-solving abilities.
• Strong facilitation, presentation, and written and verbal communication skills.
• Ability to understand, analyze, and evaluate complex information and data from multiple sources.
• Ability to manage multiple priorities and meet departmental deadlines.
• Ability to maintain strict confidentiality.