Rooms - Assistant Learning Manager - Vietnamese Nationality only

Organization- Park Hyatt Phu Quoc
Summary
Reports To:
Director of Rooms

Position Objective:
To drive the learning culture within the Rooms Division through immersive onboarding, continual skills elevation, and the refinement of service behaviours that align with Park Hyatt's standards of understated luxury and Forbes Five-Star performance.

Scope of Role:
The Rooms Assistant Learning Manager acts as the catalyst of development within the Rooms Division, guiding colleagues toward excellence in guest engagement, technical service delivery, and professional growth. This role designs, delivers, and evaluates all learning experiences related to Front Office, Housekeeping, Spa & Wellness, and Security—ensuring every associate's journey reflects the precision, empathy, and artistry that define the Park Hyatt brand.

Key Responsibilities:
Learning Design & Implementation

• Develop and implement the Rooms Division learning strategy, aligned with divisional objectives and brand standards.
• Design and deliver onboarding experiences that immerse new colleagues into the culture of luxury and service intent from their first day.
• Create and maintain training materials, learning pathways, and divisional SOPs in alignment with Forbes and Hyatt foundations.
• Conduct hands-on training and field coaching to reinforce service rituals and technical mastery.
• Identify skill gaps through operational observation and feedback mechanisms, designing corrective learning plans.

Performance & Development

• Partner with Department Heads to ensure all colleagues have Individual Development Plans (IDPs) that support long-term growth and retention.
• Monitor and measure the impact of training on guest experience, operational metrics, and colleague engagement.
• Conduct service audits and feedback sessions to evaluate consistency and precision in performance.
• Curate and facilitate learning sessions focused on emotional intelligence, attentiveness, and leadership readiness.

Collaboration & Communication

• Serve as the liaison between the Rooms Division and the hotel's Learning & Development team, ensuring alignment while maintaining departmental autonomy.
• Partner closely with the Director of Rooms to integrate training objectives into performance reviews and business priorities.
• Support leadership development for Supervisors and Assistant Managers through tailored coaching and mentorship programs.

Administration & Compliance

• Maintain accurate records of all training activities, attendance, and evaluation results.
• Support the development and upkeep of Rooms SOPs, ensuring they reflect brand and operational evolution.
• Ensure compliance with all mandatory learning and safety training requirements within the Division.

Expected Attitude & Behaviour:

• Embodies warmth, composure, and discernment—demonstrating genuine care for both colleagues and guests.
• Operates with curiosity, precision, and a mindset of continuous improvement.
• Acts as a mentor and role model of brand values, inspiring others through consistency and example.
• Balances creativity with discipline, ensuring that every training moment strengthens operational excellence.
• Upholds discretion, professionalism, and integrity in all colleague interactions.

Qualifications

• Minimum 3 years' experience in Rooms Division or Learning & Development, preferably within luxury hospitality.
• Strong facilitation and coaching skills, with the ability to adapt content to various learning styles and nationalities.
• Deep understanding of service standards aligned with Park Hyatt and Forbes Travel Guide.
• Excellent communication and interpersonal abilities, with fluency in English (additional languages advantageous).
• Proficient in Microsoft Office Suite and Hyatt learning systems (HyLearn, HyTrack, etc.).