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.