Manager, Learning, Development, & Quality

Manager, Learning, Development, & Quality (20180) At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn. Amidst fragrant pines and glistening peaks, One&Only Moonlight Basin is a glamorous return to simplicity. Fill days cascading down cool waters, unearthing the magic of Yellowstone National park, skiing on world renowned slopes and retreating to floating evergreen spaces. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion. Job Summary The Manager, Learning, Development, & Quality is responsible for driving a culture of service excellence, continuous learning, and operational excellence across the Resort. This role leads the design, implementation, and evaluation of learning and development strategies, quality improvement initiatives, and performance enhancement programs that strengthen colleague capability, elevate the guest experience, and support business objectives. As the champion of One&Only brand standards, they will partner closely with leaders across the business to develop talent, foster engagement, and embed a culture of accountability, innovation, and improvement. Key Duties and Responsibilities Strategic Partnership - Align management practices, behaviors, and decision-making with One&Only Moonlight Basin and Kerzner International vision, values, operating standards, and policies. - Act as a strategic partner to the Director of Human Resources, General Manager, Executive Committee, and Department Heads to support business goals and organizational effectiveness. - Build strong working relationships across all departments and foster a collaborative, high-performance culture. - Influence and engage leaders at all levels to drive organizational change, employee development, and quality improvement initiatives. - Participate in Executive Committee meetings and provide insights on quality performance, guest satisfaction, employee engagement, operational trends, and continuous improvement opportunities. - Develop policies, strategies, and initiatives that support learning, development, quality, and organizational excellence. Training Strategy - Lead all Learning & Development activities across the Resort, including annual training plans, training needs analysis, budget management, program implementation, and effectiveness measurement. - Ensure brand culture trainings remain top-of-mind through awareness campaigns and reinforcement activities. - Partner with Department Heads to identify capability gaps, implementing development programs that strengthen performance and support succession planning. - Facilitate leadership development programs, team-building initiatives, and organizational effectiveness workshops. - Develop departmental trainers to enhance internal training methods. - Evaluate training effectiveness through feedback, performance indicators, guest satisfaction results, and operational outcomes. - Maintain a comprehensive training library of learning resources, books, videos, digital content, and development tools. - Design and facilitate training programs covering areas such as brand standards, problem-solving methodologies, root cause analysis, quality coaching, strategic planning, etc. Quality Management - Lead the Resort’s Total Quality Management (TQM) and Continuous Improvement programs. - Build organizational commitment and engagement for quality initiatives at all levels. - Ensure quality initiatives are properly documented, tracked, measured, and communicated. - Deploy quality-related projects from planning through implementation, monitoring, evaluation, and lessons learned. - Monitor, analyze, and communicate quality performance indicators, including Guest Satisfaction Surveys, Employee Engagement Surveys, Guest Incident Reports, etc. - Maintain complete awareness of current quality performance levels, ensuring effective communication across the organization - Prepare and present monthly, quarterly, and annual quality reports. - Communicate quality initiatives, progress, achievements, and lessons learned to leadership teams and employees. - Develop and publish quality-related communications, including newsletters, quality updates, recognition programs, and awareness materials. Service Excellence - Champion service excellence and ensure adherence to One&Only brand standards. - Conduct regular ope