TRAINER SERVICE ASS MANAGER F&B COMPANY

Job Description

1. Service Training

Menyusun dan melaksanakan training untuk tim FOH (Front of House). Memberikan training mengenai: Service Excellence Greeting & Welcoming Guest Taking Order Table Service Product Knowledge Handling Guest Complaint Upselling & Suggestive Selling Closing Service Memastikan standar pelayanan diterapkan secara konsisten di seluruh outlet.

1. Training & Development

Melakukan Training Needs Analysis (TNA) berdasarkan hasil evaluasi kinerja outlet. Membuat training module, SOP training, dan learning materials. Menyusun training calendar untuk karyawan baru dan existing employee. Melakukan coaching dan mentoring kepada Restaurant Manager, Supervisor, Captain, dan Crew. Membuat program development untuk calon Supervisor/Manager.

1. New Outlet Opening

Bertanggung jawab terhadap service readiness sebelum outlet melakukan opening.

Timeline:

H-30

Review manpower. Menentukan training requirement. Menyiapkan training plan.

H-21

Product knowledge training. Service SOP training. Grooming & hospitality training.

H-14

Role play service. POS/order taking training. Upselling training.

H-7

Mock service. Simulasi kondisi peak hour. Complaint handling simulation.

H-3

Final assessment. Evaluasi kesiapan masing-masing karyawan.

H-1

Final briefing dan readiness check.

H / Opening

Mendampingi operasional outlet. Monitoring service quality. Memberikan coaching secara langsung.

H+7

Post-opening evaluation. Identifikasi service gap.

1. Service Quality Control

Melakukan service audit secara berkala. Melakukan observasi langsung terhadap pelayanan. Mengidentifikasi gap antara SOP dengan praktik di outlet. Memberikan corrective action dan coaching. Memantau customer feedback dan complaint.

1. Leadership Development

Melatih Restaurant Manager dan Supervisor dalam: Leadership Coaching Team Management Problem Solving Shift Management Performance Management Membantu membangun pipeline calon pemimpin operasional.

1. Reporting & Evaluation

Membuat laporan training. Membuat assessment report. Monitoring training completion. Mengukur training effectiveness. Membuat rekomendasi improvement kepada Head of Operations / L&D.

Kualifikasi Pendidikan Minimal S1, diutamakan Hospitality, Perhotelan, Pariwisata, Manajemen, atau bidang terkait. Sertifikasi trainer menjadi nilai tambah.

Pengalaman Minimal 5–7 tahun pengalaman di industri F&B / Hospitality. Minimal 2–3 tahun sebagai Restaurant Manager, Service Manager, Training Manager, atau posisi yang setara. Memiliki pengalaman menangani multi-outlet menjadi nilai tambah. Berpengalaman dalam opening new outlet menjadi nilai tambah. Memiliki pengalaman melakukan training terhadap jumlah karyawan yang besar. Kompetensi Teknis Menguasai service standard F&B. Memahami SOP Front of House. Memahami hospitality dan customer experience. Menguasai product knowledge dan suggestive selling. Memahami restaurant operation. Mampu membuat training module dan assessment. Memahami Training Needs Analysis (TNA). Mampu melakukan service audit. Menguasai Microsoft Office/Google Workspace. Soft Skills Excellent communication skills. Public speaking dan presentation skills. Strong leadership. Coaching & mentoring skills. Strong interpersonal skills. Problem solving. Analytical thinking. Energetic dan memiliki passion terhadap hospitality. Mampu menjadi role model bagi tim operasional. Bersedia melakukan perjalanan dinas ke berbagai outlet.

Skills: Microsoft Word, Customer Service, Training, Teamwork, Microsoft Excel, Teaching, IT Training, Microsoft Office, Leadership Training, Communication Skills