Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.
Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.
Mandarin Oriental Cristallo, Cortina is an upcoming luxury alpine resort set above the renowned mountain village of Cortina d’Ampezzo, in the heart of the Dolomites. Scheduled to open in summer 2025, this landmark property will feature 83 elegantly appointed guestrooms and suites, many with balconies offering breathtaking views. Blending Art Nouveau heritage with modern sophistication, the resort will offer a range of world-class amenities including signature restaurants and bars, flexible event spaces, and an extensive spa and wellness facility with an indoor-outdoor pool. Guests will enjoy a curated alpine experience with activities such as skiing, hiking, mountain climbing, and ice skating.
Roles and Responsibilities
Pre-Opening Responsibilities
- Develop and implement the hotel's Pre-Opening Learning & Development Strategy in alignment with business objectives and brand standards.
- Lead the onboarding and orientation journey for all colleagues recruited during the pre-opening phase.
- Coordinate and deliver large-scale induction programmes to support seasonal and permanent colleagues.
- Collaborate with Department Heads to identify opening-critical competencies and ensure operational readiness.
- Support the Director of People & Culture in embedding Mandarin Oriental culture, values and behaviours from day one.
- Participate in recruitment events, assessment centres and onboarding initiatives as required.
Learning & Development
- Communicate and engage all hotel colleagues in Mandarin Oriental culture, vision, mission and values.
- Implement and maintain Mandarin Oriental Learning & Development Standards including:
- MOve In Orientation
- Service Excellence Learning
- Departmental Training
- Off-job/Classroom Training
- Supervisory and Management Development
- Digital Learning
- L&D Administration and Resources
- Prepare and execute the Annual Learning & Development Plan.
- Design and deliver training programmes addressing operational, behavioural and leadership needs.
- Develop Personal Development Plans and support career progression initiatives.
- Prepare and communicate the monthly Training Calendar.
- Deliver Mandarin Oriental learning programmes across all levels of the organisation.
- Maintain accurate training records and ensure compliance with corporate and local requirements.
- Produce monthly and quarterly Learning & Development reports for hotel leadership and corporate offices.
- Manage the annual Learning & Development budget together with the Director of People & Culture.
Talent & Performance
- Support the annual Performance Management cycle.
- Partner with Department Heads to identify talent and succession opportunities.
- Facilitate Talent Review and Succession Planning discussions.
- Provide coaching and career development support to colleagues and leaders.
- Support leadership team development through workshops, retreats and team-building activities.
Quality Assurance & Service Excellence
- Support the Hotel Manager in driving the Quality Assurance programme.
- Analyse Guest Satisfaction and Loyalty Survey results and translate findings into development initiatives.
- Facilitate action plans following LQA inspections, mystery shops and guest feedback.
- Promote a culture of continuous improvement and service excellence.
Health, Safety & Sustainability
- Support FLHSS initiatives and ensure completion of all mandatory training.
- Maintain accurate compliance records.
- Support Sustainability programmes and environmental awareness initiatives.
- Promote a safe and inclusive working environment.
Corporate & Cross-Property Initiatives
- Participate in Corporate Learning & Development initiatives.
- Support Mandarin Oriental pre-openings and cross-property projects when required.
- Participate in Train-the-Trainer programmes, Cultural Workshops and Cultural Exchange Ambassador initiatives.
Other Responsibilities
- Assist with other People & Culture functions as required.
- Support colleague engagement and wellbeing initiatives.
- Act as a role model of Mandarin Oriental values and behaviours.
Communication Requirements
Internal Communication
- Inspire and engage colleagues at all levels by communicating Mandarin Oriental culture and values effectively.
- Build strong partnerships with Department Heads and Executive Committee members.
- Facilitation and presentation skills suitable for both classroom and operational environments.
- Ability to influence without authority and drive behavioural change.
External Communication
- Manage relationships with external training providers and consultants.
- Represent Mandarin Oriental professionally within industry networks and educational institutions.
- Liaise effectively with Regional and Corporate Learning & Development teams.
- Build partnerships with local hospitality schools and universities to support talent pipelines and internship programmes.
Minimum Job Requirements
Educational Background
- Bachelor's Degree in Human Resources, Hospitality Management, Education or related field, or equivalent experience.
- Professional certifications in Learning & Development, Coaching or Talent Management are considered an advantage.
Experience
- Minimum 3 years' experience in Learning & Development or Talent Development.
- Previous experience in luxury hospitality is strongly preferred.
- Previous experience in a pre-opening environment is highly desirable.
- Experience managing learning initiatives in seasonal or resort operations is considered an advantage.
Skills
- Excellent verbal and written communication skills.
- Strong facilitation and presentation skills.
- Ability to influence and coach senior leaders.
- Strong project management and organisational skills.
- Proficiency in Learning Management Systems and HR platforms.
- Excellent analytical and reporting capabilities.
- Fluent English and Italian, both written and spoken.
Attributes
- Warm, approachable and highly collaborative.
- Passionate about people development and luxury service.
- Strategic thinker with strong execution capabilities.
- Resilient and adaptable in a fast-paced pre-opening environment.
- Highly organised with excellent attention to detail.
- Energetic and enthusiastic, able to inspire others.
- Committed to continuous improvement and innovation
Compensation:
€35,000 – €40,000 Gross Annual Salary (RAL)
Incentive Scheme
Other Benefits
