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Manager, Hospitality and Professional Development Training
2 weeks ago
**Position Title**:
Manager, Hospitality and Professional Development Training
** Reporting To**:
Director of Training, MAB Academy
** Role Purpose**:
The Manager, Hospitality Training & Professional Development is responsible for leading, designing, and delivering high-quality hospitality, customer service, and professional development training programs for both internal MAG business units and external clients. This role oversees the end-to-end training cycle including needs analysis, curriculum development, class delivery, quality assurance, and continuous improvement to ensure all programs meet organisational standards, regulatory requirements (where applicable), and industry best practices.
** Key Accountability**:
Leadership & Operational Management
- Provide strategic and operational leadership to the Hospitality and Professional Development Training unit, ensuring alignment with organisational goals, service culture standards, and regulatory expectation.
- Oversee the end-to-end delivery of all training programs to ensure consistency, quality, and operational efficiency.
- Lead the design and development of new programs, modules, and learning solutions that support business growth and elevate customer experience standards.
- Ensure all processes, documentation, and governance practices comply with company policies, audit requirements, and relevant authority standards.
- Drive continuous improvement across training quality, operational workflow, learner experience, and resource utilisation.
Team Performance & People Development
- Lead, motivate, and coach a team of instructors to build a high-performing, collaborative, and accountable unit.
- Oversee workforce planning, instructor readiness, competency development, and continuous upskilling.
- Foster a culture of innovation, service excellence, and professional learning within the team.
Project & Programme Delivery
- Manage the scheduling, planning, and execution of all training projects and initiatives across internal and external stakeholders
Financial Planning & Revenue Generation
- Oversees budgeting, forecasting, and financial management for the unit while driving revenue growth through commercially viable programs, optimizing instructor utilization, and monitoring financial performance for new market opportunities.
Stakeholder & External Relations
- Build and maintain strong relationships with internal business units, external organisations & clients, industry partners, and regulatory authorities.
- Represent MABA professionally and support strategic partnership related to service culture, training standards, safety compliance, and customer experience improvement.
**Qualification & Working Experience**:
- Degree/ Professional qualification or its equivalent from a recognised higher institution with at least five (05) years of related experience; or
- Diploma/ STPM or its equivalent with 10 years of relevant working experience
- HRDC TTT accreditation
- At least 5 years of experience as a customer experience specialist, or a similar, or Training and consulting background
**Areas of Experience**:
- Strong expertise in adult learning, instructional design, and competency-based training, including virtual and blended delivery.
- Solid foundation in hospitality, customer experience, and service culture, preferably within airline, hotel, tourism, or customer-facing sectors.
- Strong stakeholder management skills with the ability to influence and communicate effectively across all organisational levels.
