Director of L&D and Quality

The Director of Learning & Development (L&D) and Quality is responsible for fostering a culture of continuous learning and operational excellence across all departments within Aman New York. The position is responsible to design and implement training programs that enhance employee engagement, professional growth, and guest satisfaction while driving quality assurance initiatives to ensure brand standards and operational excellence are consistently met.

This position has an annual compensation range of $100,000 to $110,000.

RESPONSIBILITIES

Learning & Development

• Conduct comprehensive Learning Needs Analysis across departments to identify skill gaps and training needs.
• Create an overall hotel L&D strategy that aligns with the hotel's business objectives and brand values, support department heads in creating departmental strategic plans.
• Ensure a comprehensive employee onboarding experience to ensure new joiners are equipped for success.
• Deliver and manage Aman Group leadership development programs such as IGNITE and ELEVATE.
• Design and deliver Train the Trainer, technical skill training and soft skill workshops.
• Support eLearning platforms such as eCornell or Typsy and evaluate their effectiveness.
• Measure training outcomes using KPIs and feedback tools; refine programs based on data insights.
• Support in managing performance and development for colleagues
• Collaborate with HR to identify high-potential colleagues and establish succession planning initiatives.
• Prepare annual training plans and training calendars for the hotel.
• Maintain training attendance and compliance records and other required documentation.
• Assist with other Human Resources activities as needed.

Quality Assurance

• Monitor compliance with the Aman brand standards and LQA across departments through audits and evaluations.
• Collaborate with department heads to analyse guest feedback and implement corrective action plans to improve the guest experience.
• Identify opportunities for operational process improvements, working with teams to streamline processes while maintaining high-quality service.
• Present quality assurance findings to senior management and recommend actionable strategies for improvement.

QUALIFICATIONS

• Bachelor’s degree in Hospitality Management, Human Resources, Business Administration, or related field.
• Minimum of 5-7 years of experience in L&D, quality assurance, or operational leadership within the hospitality industry, luxury preferred.
• Proven track record to design and implement successful training programs.
• Experience with quality management systems and performance evaluation tools.
• Familiarity with hotel brand standards and audit processes, LQA experience preferred.
• Strong knowledge of adult learning principles and training methodologies.
• Proficiency in digital training tools and learning management systems (LMS).
• Exceptional leadership and communication skills.
• Ability to influence and engage cross-functional teams.
• Present themselves with an uplifting, positive personality as well as a high degree of confidentiality.
• A guest-centric mindset with a passion for enhancing service quality.
• Exceptional grooming.
• Willing to travel domestically within the United States.

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