Learning & Development Training Manager

Key ResponsibilitiesDesign, develop, and implement comprehensive training programs covering service SOPs, guest engagement, product knowledge, and safety & hygiene standards.Facilitate classroom-style and on-the-job training sessions tailored to all levels of staff, from entry-level to management.Assess training needs through guest feedback, audit results, and service performance analysis, and translate findings into actionable training initiatives.Establish, review, and continuously update Standard Operating Procedures (SOPs) in alignment with brand positioning and operational goals.Ensure consistent implementation of SOPs across outlets through regular site visits, training audits, and hands-on coaching.Develop and maintain service standards manuals, training guides, and tools for staff reference.Conduct regular performance assessments and mystery audits to measure service delivery against company standards.Schedule and deliver refresher trainings to reinforce critical service touchpoints, introduce product updates, and roll out new initiatives.Maintain accurate training records, attendance logs, evaluation results, and staff progress reports.Prepare monthly training reports, highlighting key metrics, outcomes, and recommendations for service enhancement, to be presented to senior management.Partner with HR on employee engagement, performance management, and disciplinary matters linked to training or service gaps.Ensure all training content integrates compliance with food safety, workplace safety, and regulatory requirements.RequirementsMinimum 5 years of training experience, including at least 2 years in a supervisory role within hospitality or F&B.Strong knowledge of service excellence, restaurant operations, and team dynamics.Proven ability to elevate service standards through effective training design and delivery.Exceptional facilitation, coaching, and communication skills, adaptable to diverse learning styles.Proficiency in Microsoft Office and training software/tools, with the ability to generate and present data-driven reports.Passionate about developing people and driving continuous improvement in service culture.