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.