Learning and Development Manager

Job Description

Learning & Development Manager – Hospitality | Tishman Speyer

The Tone:
This is a full-time role at Tishman Speyer, located in New York, USA. Tishman Speyer is a diversified developer, operator, and investment manager of top-tier real estate, creating vibrant destinations and dynamic environments that inspire innovation and connected communities across 33 markets. This role is crucial for overseeing, developing, and rolling out best-in-class hospitality training to Property Management teams, with the goal of elevating the hospitality experience for customers across the U.S. portfolio. You will lead the development and evolution of Tishman Speyer’s hospitality culture and service standards, ensuring a consistent, first-class customer experience.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person, New York, USA
• Pay: $95000–$125000 yearly
• Team: Reports directly to the Senior Director of Property Management.
• Mission: Lead the development and implementation of hospitality training and culture to elevate the customer experience across the U.S. portfolio.
• Tech Stack: Microsoft Office, Word, Excel, Outlook, PowerPoint

What You’ll Actually Do
• Lead Hospitality Standards: Develop, implement, and continuously evolve Tishman Speyer’s Hospitality Standards to ensure consistent, first-class customer experience across the portfolio.
• Oversee L&D Programs: Implement and execute Tishman Speyer’s hospitality Learning and Development program for new and existing employees during onboarding and on an ongoing basis.
• Enhance Customer Experience: Partner with Property Management leadership to evaluate and enhance the end-to-end customer experience across all properties, identifying opportunities for improvement through targeted learning.
• Deliver Service Recovery Training: Develop and deliver service recovery training that equips employees to confidently resolve customer concerns, strengthen relationships, and protect the brand.
• Conduct Onsite Coaching: Conduct onsite observations, hospitality assessments, and coaching sessions to reinforce hospitality behaviors and provide real-time feedback to property management teams.

The Must-Haves
• Background: Bachelor’s degree required; Manager-level experience in Learning & Development.
• Experience: Minimum of 5 years of learning and development experience, preferably within the hospitality industry.
• Skills: Excellent planning, time management, communication (oral and written), decision-making, presentation, organization, and interpersonal skills; strong public speaking and facilitation abilities; proficiency in Microsoft Office Suite; knowledge of adult learning theories and methodologies.
• Bonus: A degree focus in hospitality or human resources; demonstrated ability to leverage emerging technologies, including artificial intelligence, automation, and data-driven tools, to improve efficiency and drive innovation.