Cluster Learning & Development Manager - Conrad Singapore Marina Bay and Conrad Singapore Orchard

Exceptional Hospitality Starts with You Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! You are responsible for developing and implementing comprehensive team member training and development programs to enhance team skills and performance; assessing training needs, designing and updating training courses to ensure that the training content matches the team members' job responsibilities and career paths; managing training budgets to ensure maximum return on training investment. As a Cluster Learning & Development Manager , you’re not just managing training initiatives for hotel team members – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest. Here’s what you’ll do during a typical day: Learning & Development Strategy • Develop and execute the annual Cluster Learning & Development Strategy aligned with business goals, Conrad Brand Standards, and Hilton's global learning framework. • Lead the design, implementation, and evaluation of all learning and capability-building initiatives across both hotels. • Establish a culture of continuous learning that supports operational excellence, talent retention, and career growth. • Identify learning needs through performance data, guest feedback, quality audits, and business priorities. • Ensure training interventions deliver measurable improvements in guest satisfaction, team engagement, and operational performance. Luxury Service Culture & Brand Excellence • Champion the Conrad Luxury Service Culture and ensure all Team Members understand and embody Conrad's service philosophy. • Facilitate and sustain brand immersion programmes that reinforce luxury hospitality standards and memorable guest experiences. • Lead initiatives that strengthen service excellence, guest engagement, and personalized luxury experiences. • Collaborate with department leaders to embed brand standards into everyday operations and team behaviors. Leadership Development • Develop leadership capability at all levels through structured learning programs, succession planning initiatives, and coaching interventions. • Facilitate Hilton leadership development programs and support participation in regional and global learning initiatives. • Coach Department Heads, Managers, and Supervisors in leadership effectiveness, performance management, communication, and people development. • Support talent reviews and succession planning processes to strengthen leadership bench strength across both properties. Team Member Development • Drive onboarding, orientation, and assimilation programmes to ensure a strong Team Member experience from day one. • Manage and facilitate all mandatory Hilton and hotel-specific training programs. • Design learning pathways that support technical skills, service excellence, cross-functional exposure, and career growth. • Support individual development plans and facilitate career conversations across all levels. • Mentor high-potential Team Members and emerging leaders. Talent Management & Organizational Development • Partner with the Human Resources team and business leaders to support talent management, succession planning, and workforce capability development. • Support organizational change initiatives, culture transformation projects, and employee engagement strategies. • Conduct learning and development needs analyses to address capability gaps and future business requirements. • Facilitate interventions that improve team effectiveness, collaboration, and workplace culture. Departmental Training Excellence & Train-the-Trainer Programme • Develop, implement, formalize, and continuously enhance a comprehensive Cluster Train-the-Trainer (TTT) Programme across Conrad Singapore Marina Bay and Conrad Singapore Orchard. • Establish a structured departmental trainer framework to ensure every department maintains qualified and certified trainers who support ongoing learning and capability development. • Partner with Department Heads to identify, appoint, and develop Departmental Trainers and Subject Matter Experts (SMEs). • Facilitate Train-the-Trainer certification programmes focusing on adult learning principles, facilitation skills, coaching techniques, presentation effectiveness, and learning evaluation. • Ensure departmental trainers are equipped to deliver onboarding, technical skills, luxury service standards, compliance, and brand-related training programmes consistently. • Monitor trainer effectiveness through training audits, observations, participant feedback, and business performance indicators. • Conduct regular trainer calibration sessions to ensure consistency in learning delivery and alignment with Conrad Brand Standards and Hilton learning philosophies. • Create and maintain a training governance framework that drives accountability for learning delivery within every department. • Recognize and celebrate training champions who demonstrate excellence in developing Team Members and fostering a learning culture. Training Planning & Coordination • Lead the annual and quarterly learning planning process across both hotels, ensuring training initiatives are strategically aligned with business priorities and operational requirements. • Develop comprehensive learning calendars and training schedules that maximize participation while minimizing operational disruption. • Prioritize learning activities effectively across multiple stakeholders, locations, and business demands. • Ensure all learning programmes are delivered within established timelines, budgets, and quality standards. • Maintain strong project management discipline in the planning, implementation, monitoring, and evaluation of all learning initiatives. • Utilize data and workforce insights to forecast learning needs and proactively address capability gaps. Operational Partnership • Build strong partnerships with General Managers, Executi…