Learning & Development Manager

Your tasks

We are looking for an experienced L&D professional to lead training and service excellence across our outlets. The role designs blended learning programmes, owns brand-aligned SOPs, coaches managers to build training capability, and uses guest and operational data to raise service standards consistently across sites and brands.

• 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 7 years' experience in Learning & Development, Training, or Organisational Development within the hospitality or premium lifestyle industry.
• Proven experience developing leadership programmes and coaching managers across operational teams.
• Strong stakeholder management skills with the ability to influence and collaborate effectively across multiple departments and leadership levels.
• Experience supporting multi-site or multi-brand operations is highly preferred.
• Strong understanding of food & beverage operations, guest experience, luxury service standards, and operational excellence.
• Skilled facilitator with excellent presentation, coaching, communication, and relationship-building abilities.
• Experience developing digital learning content and blended learning programmes.
• Strong analytical skills with the ability to interpret operational data and translate insights into actionable learning solutions.
• Proficient in Microsoft Office and Learning Management Systems (LMS) or other digital learning platforms.
• Passionate about people development, leadership capability, continuous improvement, and delivering exceptional guest experiences.