Learning and Development Manager - Pre-opening Regent Kuala Lumpur

Key Responsibilities

1. Learning Strategy & Culture

• - Develop and execute the hotel’s L&D strategy aligned with Regent’s ultra-luxury positioning and IHG frameworks

• - Foster a continuous learning culture focused on service excellence, leadership, and personal growth

• - Position learning as a key enabler of guest experience and brand differentiation

2. Service Excellence & Brand Training

• - Design and deliver training programs that embed Regent’s service philosophy (anticipatory, intuitive, discreet luxury)

• - Lead onboarding and brand immersion programs for all new colleagues

• - Ensure consistent understanding and execution of luxury service standards across departments

• - Conduct regular service audits and refresh training interventions

3. Leadership Development

• - Identify and develop high-potential talent within the hotel

• - Design leadership development programs for supervisors, managers, and future leaders

• - Support succession planning and internal career progression

• - Coach department heads on team development and performance improvement

4. Operational Training & Capability Building

• - Partner with department heads to identify training needs and skill gaps

• - Develop functional training programs for Rooms, F&B, Wellness, Engineering, and other departments

• - Ensure technical and service competencies are continuously enhanced

• - Support cross-training and multi-skilling initiatives

5. Talent Development & Performance Support

• - Support performance management processes through development plans and coaching

• - Track colleague progress and training effectiveness

• - Implement Individual Development Plans (IDPs) and career pathways

• - Drive employee engagement through learning initiatives

6. Digital Learning & Innovation

• - Leverage IHG learning platforms and digital tools for training delivery

• - Introduce innovative learning methods (microlearning, experiential learning, simulations)

• - Track training data, completion rates, and learning impact

7. Culture, Engagement & Employer Branding

• - Drive initiatives that enhance colleague engagement, wellbeing, and retention

• - Support culture-building programs aligned with Regent’s values

• - Position the hotel as an employer of choice through strong development practices

8. Compliance & Mandatory Training

• - Ensure completion of all mandatory training (compliance, safety, brand standards)

• - Maintain training records and audit readiness

• - Support health, safety, and risk-related training initiatives

9. Stakeholder Collaboration

• - Work closely with HR, department heads, and corporate L&D teams

• - Support pre-opening training plans and large-scale onboarding (if applicable)

• - Collaborate with external trainers and consultants when required

Key Skills & Competencies

• - Strong understanding of luxury hospitality service standards

• - Expertise in learning design, facilitation, and adult learning principles

• - Coaching and leadership development capability

• - High emotional intelligence and interpersonal skills

• - Strong communication and presentation skills

• - Ability to influence and partner with senior stakeholders

Qualifications & Experience

• - Bachelor’s degree in Human Resources, Hospitality, or related field

• - 5–8 years of experience in L&D, training, or HR roles within hospitality or luxury service industries

• - Experience in luxury or ultra-luxury hotel environments

• - Experience in designing and delivering training programs

• - Familiarity with digital learning platforms and tools

Preferred Experience

• - Pre-opening experience (large-scale onboarding and training setup)

• - Certification in training, coaching, or organizational development

Key Performance Indicators (KPIs)

• - Guest satisfaction scores (service experience)

• - Training completion and effectiveness rates

• - Employee engagement and retention metrics

• - Internal promotion and succession pipeline strength

• - Service audit scores and quality improvements

• - Leadership capability development metrics

Regent Brand Lens (Differentiation)

• Training focuses on emotional intelligence, intuition, and personalization—not just SOPs

• Build colleagues who deliver effortless, anticipatory luxury experiences

• Create a culture of refined confidence, discretion, and authenticity

• Learning is not an activity—it is a core driver of guest experience excellence

• Develop talent to become future luxury hospitality leaders