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.

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

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

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

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

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

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

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