Job Description

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Opened in 2008, Four Seasons Hotel Macao has become a coveted destination for both business and leisure travelers who seek exceptional and personalized services. Its numerous awards and satisfied customers attest to its excellence. In October 2020, Four Seasons Hotel Macao introduced The Grand Suites, an all-suite tower that took the concept of luxury and bespoke services to new heights. With the addition of 289 suites, the Hotel's room count increased to a combined total of 649 keys, making it the largest property within the Four Seasons group. Situated at the heart of the Cotai Strip, the hotel provides an elegant oasis with elite entertainment, high-end shopping, world-class dining, and the indulgent pampering that defines Four Seasons.

Applicants must hold a Macau ID due to work permit restriction.

About the role

The Learning and Development Manager plays a key role in shaping and elevating the learning culture of Four Seasons. This position leads workplace learning delivery, service improvement programs, and the certified trainer network. This role blends a passion for talent development with data-driven performance consulting to deliver impactful training strategies across Rooms, Food and Beverage and Spa, ensuring all employees possess the elite skills to reflect Four Seasons’ brand standards and drive measurable service excellence.

What you will do

• Direct and deliver comprehensive introductory training and orientation modules for all new hires to uphold brand standards. Ensure all new employees are equipped with the knowledge and skills needed to successfully navigate their 90-day probationary period.

• Partners with the Regional Learning and Development Manager to manage and facilitate all core training programs and annual compliance requirements.

• Review and analyze daily and monthly operational metrics to pinpoint service deficiencies and behavioral performance gaps. Partner with Regional Learning and Development Manager and hotel management to analyze performance challenges and propose targeted learning solutions where appropriate.

• Designs and develops targeted learning solutions and blended learning programs to address performance gaps and build management competencies. Prepare monthly and annual training calendars aligned with identified learning needs and business priorities.

• Act as a key execution partner for property-wide change initiatives, brand-wide service updates and large-scale growth projects.

• Maintain a strong operational focus by consistently spending time in various departments, ensuring that core skill training is actively and accurately reinforced on the floor.

• Establish, audit and maintain flawless training attendance records. Track and report monthly and annual training hours to ensure total compliance with corporate policies and legislative standards.

• Regularly benchmarks the hotel's learning function performance against the corporate Learning Success Levels, collaborating closely with the Regional Learning and Development Manager to analyze performance data and align local outcomes with cooperate benchmarks.

• Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.

• Works harmoniously and professionally with co-workers.

What you bring

• Bachelor’s degree or equivalent professional experience required.

• Minimum of 3 years of experience working in a managerial capacity.

• Proven experience in hotel operations or other luxury service industries is highly preferred.

• Reading, writing and oral proficiency in Cantonese, Mandarin and English.

• Exceptional communication, presentation and public speaking skills.

• Strong leadership and stakeholder management capabilities.

• Highest level of integrity and professional transparency.

• Proficient in adult learning styles and principles, with a strong awareness of current industry trends and modern learning technologies, including digital, e-learning and distance learning platforms.

What we offer:

• Competitive Salary, wages, and a comprehensive benefits package

• Excellent Training and Development opportunities

• Complimentary Accommodation at other Four Seasons Hotels and Resort

• Complimentary Dry Cleaning for Employee Uniforms

• Complimentary Employee Meals

Schedule & Hours:

• This is a Full-time position

• 44 Hours weekly