Senior Manager / Manager, Hospitality Learning & Development

Job Summary:

We are seeking a passionate and driven Senior Manager / Manager, Service Excellence & Learning Development to lead training and service excellence across a portfolio of dining concepts within an integrated resort environment.

This role is responsible for driving F&B service standards, enhancing guest experience, and implementing structured, operations-driven learning programs to strengthen product knowledge, service delivery, and team capabilities. The incumbent will ensure consistency across multiple concepts while adapting approaches to different dining formats and will partner with Corporate L&D to reinforce organizational culture, service mindset, and brand values across F&B teams.

Key Responsibilities:

• Drive continuous improvement in service quality and guest experience across multiple F&B restaurants.
• Establish, review, and standardize service SOPs while ensuring relevance across different dining concepts.
• Ensure consistency in service delivery, product knowledge, and guest engagement.
• Champion a strong service culture focused on hospitality, personalization, and revenue-driving behaviors.

• Design and deliver structured training programs (e.g. onboarding, service techniques, menu knowledge, upselling).
• Adapt training approaches across different concepts (casual, premium, specialty dining).
• Develop and support outlet-based training champions to drive on-the-ground execution.
• Create practical, operations-driven training materials aligned with business needs.

• Identify capability gaps and implement targeted training solutions.
• Monitor training and service KPIs (e.g. learning hours, audits, guest satisfaction).
• Conduct service audits, mystery reviews, and on-the-floor observations.
• Recommend improvements to enhance service consistency and operational performance.

• Partner closely with F&B Operation Managers and Chefs to align training with operational priorities.
• Support outlets in executing structured training plans
• Work with Corporate L&D to embed organizational culture, service philosophy, and brand values into F&B training initiatives.
• Act as a bridge to translate corporate culture into practical, on-the-floor behaviors.

• Analyze guest feedback across dining concepts to identify trends and service gaps.
• Develop targeted coaching and action plans to improve guest experience.
• Drive continuous improvement initiatives across F&B operations.

• Support talent development and capability building within F&B teams.
• Ensure compliance with food safety, hygiene, and workplace safety standards.
• 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 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.