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.
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- 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
- Operational Partnership
- Build strong partnerships with General Managers, Executive Committee Members, and Department Heads to align learning initiatives with business needs.
- Conduct regular training reviews and learning effectiveness discussions with department leaders.
- Support operational departments with coaching, facilitation, and performance improvement initiatives.
- Ensure learning interventions support key commercial, operational, guest experience, and people metrics.
- Learning Administration & Compliance
- Manage Hilton learning systems and ensure compliance with all required training and certification programmes.
- Maintain accurate training records, training reports, and compliance documentation.
- Monitor completion rates and effectiveness of mandatory, brand, safety, and compliance training.
- Ensure all learning activities meet company, legislative, and operational requirements.
- Internship, Education & External Partnerships
- Develop strategic partnerships with educational institutions, hospitality schools, and training providers.
- Manage internship programmes, management trainee programmes, and industry attachment opportunities.
- Represent both hotels at learning, talent, and employer branding initiatives.
- Maintain active relationships with relevant government agencies and workforce development organizations.
- Stay informed on national training grants, funding schemes, and workforce development initiatives applicable to the hospitality industry.
- Financial Management
- Prepare and manage the annual Cluster Learning & Development budget.
- Monitor monthly training expenditure and maximize training resources efficiently.
- Ensure effective utilization of Hilton learning resources, government grants, and training support programmes.
- Track return on investment and overall effectiveness of learning initiatives.
- The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:
A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.
In addition, this role requires the following minimum qualifications
Education
- Degree or Diploma in Human Resources, Learning & Development, Hospitality Management, Organizational Development, Psychology, Business Administration, or related discipline.
- Professional certifications in learning, facilitation, coaching, or talent development are advantageous.
Experience
- Minimum 5 years of progressive Learning & Development experience within luxury hospitality, hotels, or service industries.
- Prior experience in a management-level L&D role.
- Cluster or multi-property experience preferred.
- Experience in leadership development, organizational development, talent management, and facilitation.
- Knowledge & Skills
- Strong understanding of adult learning principles and instructional design methodologies.
- Strong knowledge of luxury hospitality service standards.
- Excellent presentation, facilitation, and communication skills.
- Proven coaching and mentoring capability.
- Strong stakeholder management and influencing skills.
- Excellent project management and organizational skills.
- Proficiency in Microsoft Office Suite, Learning Management Systems (LMS), and digital learning platforms.
- Ability to analyze training data and demonstrate business impact.
Essential Competencies
- Proven experience designing, implementing, and managing Train-the-Trainer programmes and departmental trainer networks.
- Strong organizational, planning, and project management capabilities.
- Exceptional time management skills with the ability to effectively manage multiple priorities across a cluster environment.
- Ability to develop structured learning roadmaps, training calendars, and succession-focused development plans.
- Strong attention to detail and follow-through with demonstrated execution excellence.
- Ability to influence stakeholders and drive accountability for learning outcomes across all departments.
- Excellent facilitation, coaching, and mentoring skills.
- Strong analytical capability with the ability to measure and demonstrate learning effectiveness and business impact.
How We’ll Help You Thrive
At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our Team Members’ wellbeing, supporting you through all of life’s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:
Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world-class hotels through our Go Hilton travel program
Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you covered
Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.
