Cluster Learning and Development Manager

The Cluster Learning and Development Manager is responsible for identifying, designing, implementing, and evaluating learning and development initiatives across The Cocoon Collection. The role works closely with Talent & Culture, resort leadership, and operational departments to build employee capability, strengthen service standards, improve productivity, and support a strong learning culture across the properties.

1. Identify company-wide and property-specific training needs and recommend practical learning solutions aligned with business goals.
2. Design and implement training, development, engagement, internship, and leadership development programmes that improve employee performance and guest service delivery.
3. Coordinate with Talent & Culture, department heads, departmental trainers, senior management, and external training partners to ensure effective delivery and measurable results.
4. Assess skill, knowledge, service, and performance gaps through audits, feedback, observation, and operational reviews, then convert the findings into structured training action plans.

1. Training and Learning Culture

• Align training practices with The Cocoon Collection values, operating standards, policies, and brand expectations.
• Build clear and open communication with all departments and maintain strong working relationships with resort and corporate teams.
• Conduct mandatory training programmes for colleagues and ensure attendance, assessment, and documentation are properly maintained.
• Analyse resort and departmental training requirements and establish core competency requirements for key positions.
• Launch, monitor, and improve competency-based training frameworks and departmental training plans.
• Establish and support a departmental trainer platform to improve the effectiveness and consistency of training delivery.
• Prepare corrective training action plans based on QA audits, GDI results, guest feedback, TripAdvisor comments, and internal quality checks.
• Educate colleagues on brand standards and ensure departmental standards training is conducted regularly.
• Drive new and ongoing learning initiatives, including brand, culture, service excellence, and leadership training.
• Promote a positive learning culture through quizzes, games, competitions, virtual seminars, leadership talks, and other engaging activities.
• Observe key service delivery points, conduct spot training, and support department heads in identifying challenges and opportunities.

2. Team Development

• Create departmental and individual development plans covering technical, soft-skill, supervisory, managerial, and leadership competencies in coordination with the Cluster Director of Talent & Culture.
• Monitor departmental progress and training completion regularly and prepare progress summaries for management review.
• Conduct regular meetings with departmental trainers to review training calendars, priorities, challenges, and follow-up actions.
• Coordinate external exposure, cross-training, and development programmes for identified colleagues.
• Design innovative training sessions and executive development programmes that are relevant, practical, and engaging.
• Maintain access to suitable learning resources, including books, videos, journals, digital content, and other development materials.

3. Internship and Development Programs

• Support and lead Cocoon Foundation talent development initiatives, including the STARTER internship programme, management leadership training, and local talent development programmes.
• Review applications and help identify candidates who are suitable for the company, hospitality industry, and relevant development pathway.
• Organise structured, engaging training sessions for interns, trainees, and development programme participants.
• Conduct weekly mentoring and progress meetings with trainees to understand learning progress and provide guidance.
• Coordinate with buddies, department managers, and Talent & Culture to follow assessment procedures and identify suitable placement opportunities.

4. Collaboration, Quality and Compliance

• Analyse quality and safety audits, including FSA, fire safety, GDI, and internal quality checks, to identify learning priorities.
• Maintain excellent knowledge of fire evacuation procedures, emergency procedures, health and safety requirements, and workplace standards.
• Develop policies, modules, training content, and learning strategies where required by the business.
• Undertake additional duties and projects as requested by the Cluster Director of Talent & Culture.

• Annual training strategies, property training calendars, and departmental training plans are prepared, implemented, and reviewed within agreed timelines.
• Mandatory training completion is tracked accurately, with attendance, assessments, and records maintained for audit and management review.
• Departmental trainer meetings are conducted regularly, and action points are followed up with measurable progress.
• Training needs identified from GDI, QA, guest feedback, internal audits, and operational observations are converted into corrective action plans.
• Learning programmes demonstrate measurable impact through participant feedback, assessment results, service improvements, and department head feedback.
• Individual and departmental development plans are prepared for identified colleagues and reviewed periodically with Talent & Culture and department heads.
• Internship, trainee, and local talent development programmes are managed with proper selection, mentoring, assessment, and placement follow-up.
• Training records, reports, and progress summaries are submitted accurately and on time to the Cluster Director of Talent & Culture.
• The role holder demonstrates management-level professionalism, confidentiality, leadership behaviour, and alignment with The Cocoon Collection's standards.
• Performance is appraised annually by the Cluster Director of Talent & Culture, with specific financial or business measures agreed during each appraisal cycle.