Job Summary
We are looking for a passionate and driven Senior Manager / Manager, Service Excellence & Learning Development to lead and support the hospitality learning and development function across hotel and F&B operations. This role is responsible for driving service excellence initiatives, establishing service standards, and implementing effective training programs to enhance team members skills, knowledge, and service mindset.
The individual will play a key role in strengthening service culture and ensuring training and service quality initiatives are aligned with business needs and guest expectations. Scope and level of responsibilities will be commensurate with the candidate's experience and seniority.
Key Responsibilities
Service Excellence & Standards
- Act as a catalyst for change and continuous improvement in service performance and quality.
- Support the establishment and enhancement of service standards, procedures, and systems across hospitality operations.
- Promote a strong service culture across hotels and F&B outlets.
Learning & Development
- Manage and implement training programs including new employee orientation, Train-the-Trainer, product knowledge, service standards, and guest experience.
- Develop and support a network of departmental training champions.
- Ensure effective training initiatives are in place and aligned with operational needs.
- Develop ad-hoc learning materials to address service gaps or development needs.
Training Needs & Performance Monitoring
- Identify training needs or gaps and implement solutions to improve productivity and performance.
- Monitor key performance indicators related to training (e.g., learning hours) and service quality (e.g., LQA standards).
- Conduct and track internal audits to evaluate training effectiveness and recommend improvements.
Stakeholder Collaboration
- Support in implementing training initiatives and service standards.
- Work closely with operational departments to develop and execute monthly training plans.
- Partner with Corporate L&D to co-develop learning roadmaps and content.
Guest Feedback & Continuous Improvement
- Analyze guest feedback and review quality standards to ensure relevance and effectiveness.
- Recommend action plans and coaching strategies to address service gaps.
Talent Development & Compliance
- Support talent development initiatives and projects.
- Ensure compliance with workplace safety and health regulations and maintain a safe working environment.
- Perform other ad-hoc duties as assigned.
Requirements
- Degree or Diploma in Hospitality, or related discipline.
- ACTA or equivalent training certification preferred.
- Minimum 5-10 years of experience in hospitality training, service excellence, or operations across hotel and/or F&B environments.
- Experienced in conducting and delivering stand-up training programs, applicable and appropriate to business needs.
- Strong business acumen, resourcefulness, and results-driven mindset.
- Ability to work independently and in a team.
- Good cross-cultural awareness and ability to work across different levels of the organization.
- Proficient in Microsoft Office tools.
