Trainer

Purpose of the Role:

The Assistant Manager - Training & Development (T&D) designs and implements comprehensive training programs to develop employee skills and ensure consistency in service excellence. This role focuses on enhancing team capabilities, maintaining high-quality operational standards, and promoting talent retention to drive business growth.

Key Responsibilities and Accountabilities:

1) Training Design and Delivery:

• Design and implement training programs including onboarding, technical skills, customer service, and leadership development.
• Conduct hands-on training sessions for F&B operations, including coffee preparation techniques, product knowledge, and equipment handling.
• Deliver soft skills and professional development programs to enhance team collaboration and customer service excellence.

2) Training Needs Analysis:

• Identify training requirements through assessments, audits, feedback, and collaboration with employees and managers.
• Develop learning frameworks to address skill gaps and improve operational effectiveness across all levels.

3) Evaluation and Reporting:

• Monitor the impact of training programs through assessments, feedback, and performance metrics.
• Prepare regular reports on training effectiveness, ROI, and skill development progress.

4) Regional and Cafe-Specific Initiatives:

• Collaborate with regional and caf teams to implement tailored training programs that align with specific operational needs.
• Facilitate skill development initiatives at caf levels to improve service quality and compliance with hygiene and safety standards.

5) Budget and Resource Management:

• Ensure training programs operate within budgetary constraints while maximizing resource efficiency.
• Optimize vendor relationships for sourcing high-quality training materials and tools, if any.

6) Quality Control and Continuous Improvement:

• Set and maintain quality standards for F&B preparation, customer service, and learning effectiveness.
• Stay informed about industry trends, best practices, and emerging technologies to enhance training programs.

7) Scheduling and Coordination:

• Develop and maintain a comprehensive training calendar to ensure timely and consistent delivery of programs.
• Coordinate with HR, regional teams, and store managers to minimize disruption during training sessions.

Performance Measures and Indicators:

• Training Program Effectiveness and ROI
• Skill Development Metrics (F&B and L&D)
• Adherence to Training Calendar
• Customer Satisfaction Scores
• Certification Rates for Technical and Leadership Programs
• Compliance with Quality, Safety, and Allergen Standards
• Budget Optimization and Cost-Effectiveness
• Employee Retention and Development

Educational Qualifications:

• Bachelors degree in Hospitality Management, Business Administration, Education, or a related field.
• Additional certifications in Training & Development, Instructional Design, or F&B-related fields are preferred.

Experience:

• 2-6 years of combined experience in Learning & Development and F&B operations, with a proven track record of designing and delivering successful training programs.
• Experience in coffee brand chains is an advantage.

Functional Skills Required:

• Proficiency in adult learning principles, instructional design, and training methodologies.
• Strong organizational and project management skills.
• Effective communication, interpersonal, and stakeholder engagement abilities.
• Analytical skills for evaluating training impact and identifying improvement areas.
• Customer service orientation to ensure alignment with business goals.

Technical Skills Required:

• Proficiency with Learning Management Systems (LMS) and e-learning tools.
• Knowledge of F&B operations, including coffee preparation techniques and safety standards.
• Data analysis and reporting proficiency using tools like Excel or Power BI.
• Familiarity with communication and collaboration platforms like Microsoft Teams, and Google Meet.