L&D Training Manager

Key Responsibilities:

Learning & Development

• Design and implement holistic training programs covering service culture, guest engagement, product knowledge, safety & hygiene, and operational SOPs.
• Facilitate engaging classroom, experiential, and on-the-job training sessions for staff at all levels.
• Conduct training needs analysis using guest insights, audits, and operational performance trends.
• Develop digital learning modules, training guides, and blended-learning tools to support continuous development.

Service Excellence & Brand Standards

• Create, refine, and maintain brand-aligned Standard Operating Procedures (SOPs) across all outlets.
• Conduct regular site visits, service observations, and training audits to ensure consistent execution.
• Implement mystery audits and performance assessments to measure guest experience quality.
• Lead service refreshers, new product rollouts, and brand experience training.

Operational Partnership

• Work closely with Operations, HR, and Outlet Leaders to support onboarding, performance management, and improvement plans.
• Provide coaching to managers to build internal training capability and support a strong learning culture.
• Ensure training content meets safety, hygiene, and regulatory standards.

Reporting & Documentation

• Maintain accurate training records, attendance, assessments, and progress tracking.
• Present monthly training insights, key metrics, and recommendations to senior management.

Requirements:

• Minimum 5 years of L&D or service training experience, ideally within hospitality, or premium lifestyle environments.
• Experience leading or supervising training initiatives across multiple outlets.
• Strong understanding of service excellence, guest experience design, and operational workflows.
• Engaging facilitator with excellent presentation, coaching, and interpersonal skills.
• Able to translate insights into actionable development plans.
• Proficient in Microsoft Office and familiar with digital learning tools.
• Passionate about people development, brand culture, and continuous improvement.