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Training and Development Manager

2 weeks ago

Central Region, Singapore Private Advertiser Full time $90,000 - $120,000 per year

Key Responsibilities

  • Design, develop, and implement comprehensive training programs, including service SOPs, guest interaction, product knowledge, and safety & hygiene standards.
  • Facilitate both classroom-style and on-the-floor training sessions tailored to various levels of staff, from entry-level to management.

  • Identify specific training needs based on guest feedback, audit results, and service performance.

  • Establish, review, and continuously update Standard Operating Procedures (SOPs) in alignment with brand positioning and operational goals.

  • Ensure consistent implementation of SOPs across all outlets through regular site visits, training audits, and coaching.

  • Lead the development of service standards manuals and training tools for staff reference.

  • Conduct regular performance assessments and mystery audits to ensure service delivery meets company standards.

  • Schedule and execute regular refresher training sessions to reinforce critical service points, product updates, and new initiatives.

  • Maintain training records, attendance logs, evaluation results, and staff progress reports.

  • Prepare monthly training reports and present key metrics, outcomes, and recommendations to senior management.

  • Partner with HR on employee engagement, performance reviews, and disciplinary matters related to training gaps.

  • Ensure training content includes compliance with food safety, workplace safety, and regulatory requirements.

Requirements

  • Minimum 5 years of training experience, with minimum 2 years in supervisory role
  • Strong knowledge of service excellence, operational flow, and team dynamics
  • Outstanding facilitation, coaching, and communication skills.
  • Ability to design engaging training content and deliver to diverse learning styles.
  • Proficient in Microsoft Office, training software/tools, and basic data reporting.