Role Overview

The Training Manager is responsible for developing, implementing, and continuously improving all operational and leadership training programs across the business. The role ensures consistency in service standards, operational execution, customer experience, hygiene compliance, and brand delivery across all outlets.

1. Training Strategy & Development

• Develop and implement a group-wide training framework
  

• Check monthly training calendars for all departments and evaluate need
  

• Develop onboarding programs including 30-60-90 day plans
  

• Design and maintain SOP manuals and operational training systems
  

• Align all training programs with our brand standards
  

• Ensure all training materials remain updated quarterly
  

2. Operational Training Execution

• Conduct classroom and practical floor training sessions
  

• Lead pre-opening and new branch training programs
  

• Ensure all new hires are operationally floor-ready
  

• Conduct live operational coaching during peak periods
  

• Support operational teams with workflow improvement training
  

• Evaluate service standards and operational consistency across branches
  

3. Leadership Development

• Implement Train-the-Trainer programs
  

• Develop second-line leadership pipelines
  

• Coach Branch Managers, Supervisors, and Team Leaders
  

• Conduct leadership workshops on communication, discipline, motivation, and conflict resolution
  

• Identify high-potential staff for internal promotion pathways
  

• Create succession development plans for critical operational roles
  

4. Performance & Quality Control

• Conduct branch audits and operational assessments weekly
  

• Review customer complaints and implement corrective training
  

• Conduct mystery audits and service evaluations
  

• Track and improve branch KPI performance
  

• Monitor SOP compliance across all departments
  

• Ensure corrective action plans are implemented effectively
  

5. Compliance & Safety

• Ensure food safety and hygiene compliance training
  

• Maintain audit-ready training documentation
  

• Conduct safety drills and compliance refreshers
  

• Ensure all legal and operational certifications remain valid
  

• Train teams on health and safety procedures
  

6. Content Creation & Systems Management

• Create training videos, quizzes, and operational guides
  

• Maintain digital training records and certification databases
  

• Develop cross-training matrices and staff competency trackers
  

• Support implementation of digital LMS systems
  

• Maintain training attendance and evaluation records
  

7. Culture & Guest Experience

• Train staff on premium guest engagement standards
  

• Develop guest recovery and complaint handling training
  

• Ensure consistency of service culture across all outlets
  

• Support employee engagement and motivation initiatives
  

Key Performance Indicators (KPIs)

• Training completion rate
  

• New hire readiness timeline
  

• Reduction in customer complaints
  

• Increase in customer satisfaction scores
  

• Improvement in mystery audit results
  

• SOP compliance percentage
  

• Staff retention and internal promotion rate
  

• Reduction in operational errors and wastage
  

• Cross-training coverage percentage
  

• Employee engagement improvement
  

• Reduction in staff turnover
  

Required Skills & Qualifications

• 5–8+ years of hospitality training and operations experience
  

• Strong food & beverage operational knowledge
  

• Experience managing multi-outlet operations
  

• Excellent leadership and coaching abilities
  

• Strong communication and presentation skills
  

• Experience in SOP creation and implementation
  

• Knowledge of food safety and compliance standards
  

• Strong organizational and reporting skills
  

• Ability to work in high-pressure operational environments
  

• Proficiency in POS systems and digital training tools
  

Recommended Supporting Documents

• Annual Training Calendar
  

• Training Attendance Register
  

• Branch Audit Checklist
  

• 30-60-90 Day Onboarding Plans
  

• Staff Competency Assessment Forms
  

• Leadership Development Plans
  

• Performance Improvement Plans (PIP)
  

• SOP Manuals for all departments
  

• Cross-Training Matrix
  

• Food Safety Compliance Tracker
  

• Training Feedback Forms
  

• Branch Handover Checklists
  

• Mystery Audit Templates
  

• Guest Recovery Training Guides