Training and Development Manager

Key Responsibilities

• Design, develop, and implement comprehensive training programs, including service SOPs, guest interaction, product knowledge, and safety & hygiene standards.
  
  
• Facilitate both classroom-style and on-the-floor training sessions tailored to various levels of staff, from entry-level to management.
  
  

• Identify specific training needs based on guest feedback, audit results, and service performance.
  
  

• Establish, review, and continuously update Standard Operating Procedures (SOPs) in alignment with brand positioning and operational goals.
  
  

• Ensure consistent implementation of SOPs across all outlets through regular site visits, training audits, and coaching.
  
  

• Lead the development of service standards manuals and training tools for staff reference.
  
  

• Conduct regular performance assessments and mystery audits to ensure service delivery meets company standards.
  
  

• Schedule and execute regular refresher training sessions to reinforce critical service points, product updates, and new initiatives.
  
  

• Maintain training records, attendance logs, evaluation results, and staff progress reports.
  
  

• Prepare monthly training reports and present key metrics, outcomes, and recommendations to senior management.
  
  

• Partner with HR on employee engagement, performance reviews, and disciplinary matters related to training gaps.
  
  

• Ensure training content includes compliance with food safety, workplace safety, and regulatory requirements.
  
  

Requirements

• Minimum 5 years of training experience, with minimum 2 years in supervisory role
• Strong knowledge of service excellence, operational flow, and team dynamics
• Outstanding facilitation, coaching, and communication skills.
  
  
• Ability to design engaging training content and deliver to diverse learning styles.
  
  
• Proficient in Microsoft Office, training software/tools, and basic data reporting.