Head of Learning and Development

Raffles London at The OWO on London’s Whitehall unites the allure and heritage of Raffles with one of the world’s most historic addresses, synonymous with luxury, glamour, and extraordinary adventure. This fine Grade II* listed Edwardian building has been transformed with 120 rooms and suites along with a collection of 85 exceptional branded residences. Within The OWO destination, there are a total of nine restaurants and three bars, including one by our signature chef Mauro Colagreco. The Guerlain spa and Pillar Wellness offer the latest in wellbeing, and a 600 seated-capacity grand ballroom, The Whitehall, is perfect for all kinds of special occasions and events.

The Head of Learning and Development (L&D) is responsible for leading the design, implementation, training, and management of the organisation’s learning, training, and talent development initiatives. This role ensures that employees at all levels acquire the knowledge, skills, and competencies needed to excel in their roles, meet business objectives, and uphold brand standards. The Director of L&D collaborates with department heads, executive management, and external training partners to create a culture of continuous learning, professional growth, and high performance. This role will have a focus on leading classroom and on-the-job operational training, employee career development, succession planning, and skills analysis. This role will be based full time in the office/hotel.

Responsibilities

• Develop and implement a comprehensive L&D strategy aligned with organisational goals and talent development needs.
• Lead the L&D team, providing guidance, mentoring, and performance management.
• Promote a culture of continuous learning, innovation, and employee engagement in line with the Raffles values.
• Identify training needs across departments through skills assessments, performance reviews, and business priorities.
• Design, develop, and deliver training programs, workshops, e-learning modules, and coaching sessions.
• Ensure training initiatives support operational excellence, leadership development, and brand standards in line with LQA and Forbes.
• Implement career development programs and pathways for employees at all levels.
• Support leadership development and succession planning by identifying high-potential employees.
• Monitor employee progress, engagement, and skills growth, providing coaching or mentoring as required.
• Assess the effectiveness of training programs using metrics, feedback, and performance outcomes.
• Continuously improve L&D offerings based on employee needs, industry trends, and organisational objectives.
• Ensure L&D programs enhance productivity, efficiency, and guest satisfaction.
• Work closely with department heads and senior management to align training programs with operational needs.
• Coordinate with external training providers, consultants, and industry partners to deliver specialised programs.
• Act as a strategic advisor to management on learning, skills gaps, and organisational development.
• Develop and manage the L&D budget, ensuring cost-effective allocation of resources.
• Monitor training expenditures and optimise investment in learning initiatives.
• Ensure effective use of learning technologies, platforms, and tools.
• Ensure all training programs comply with legal, regulatory, and brand standards.
• Maintain accurate records of training activities, certifications, and employee development progress.
• Support accreditation or certification programs where required.
• Stay updated on industry trends, best practices, and emerging learning technologies.
• Introduce innovative learning solutions that enhance engagement, retention, and skill development.
• Promote digital learning platforms, knowledge sharing, and collaborative learning initiatives.
• Work in partnership with Recruitment and People and Culture to develop initiatives and support when required.
• Perform other duties as required or assigned including working in a different department than usually assigned.

Qualifications

Essential

• A proven track record and ability to provide high levels of training within a hospitality environment.
• Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.
• Exceptional communication and customer service skills, both written and spoken.
• Strong time management skills with the ability to multi-task while maintaining an immaculate and professional appearance.
• An understanding and willingness to contribute to a 24h operational schedule when required.

Desirable

• Previous course development experience.
• Knowledge of Flo learning apps.
• Operational background within a luxury hospitality environment.

Why join our Raffles team?

• 31 days holiday including bank holidays plus a day extra for every year of your service up to 5 years.
• Staff meals whilst on duty.
• Free dry cleaning for uniform.
• Employer pension contribution.
• Enhanced sick pay.
• Enhanced maternity, paternity, and adoption pay.
• Life Assurance 1x salary.
• Employee assistance program, including virtual GP and financial advice.
• Season ticket loans and cycle to work scheme.
• Colleague gifting to celebrate special occasions.
• Paid days off to move house or give back time to a charity of your choice.
• Internal learning and development programmes tailored to you.
• Fun-filled events, whether that’s a pub quiz, team run, or festive party.
• Employee benefit card offering discounted rates of up to 30% at Accor worldwide and Raffles London F&B outlets.
• Worldwide development opportunities across Accor’s extensive brand portfolio.