Training Manager

Position Overview:

The Training Manager / Learning & Development Manager is responsible for leading and managing the people capability development strategy of Christine's Bakery Café. This role plays a key part in driving brand scalability, service consistency, and business growth through structured learning programs, effective onboarding, and continuous improvement of SOPs, hospitality, and service quality.

The Training Manager works closely with Operations, HR, and Brand Teams to ensure every team member is equipped with the right skills, mindset, and behavior to deliver exceptional guest experiences, increase sales through suggestive selling, and support career growth and succession planning across the organization.

Key Responsibilities:

1. Learning & Development Strategy

• Develop and implement the company's overall training and development framework in alignment with Christine's brand goals and expansion plans.
• Design scalable learning systems to support new store openings and multi-brand development.
• Establish competency-based training pathways for all levels — from service crew to managers.
• Continuously assess learning needs through observation, feedback, and performance data.

2. Training Design & Delivery

• Develop and deliver training modules on service excellence, hospitality, brand culture, SOP compliance, and suggestive selling.
• Create structured onboarding and certification programs for new hires.
• Partner with Culinary, Operations, and HR teams to integrate technical, behavioral, and leadership training.
• Utilize blended learning approaches (classroom, e-learning, on-the-job, coaching).
• Conduct train-the-trainer programs to build internal facilitators and store mentors.

3. SOP & Service Quality Sustainability

• Standardize training content to align with company SOPs and brand expectations.
• Ensure all outlets consistently apply operating standards across service, product handling, hygiene, and brand presentation.
• Conduct mystery audit reviews, service observation, and refresher training to sustain performance.
• Work with QA and Operations to identify training gaps from audits and develop corrective action plans.

4. Sales & Service Training

• Design programs to enhance suggestive selling, product knowledge, and customer interaction skills.
• Reinforce service behaviors that drive average check growth and repeat visits.
• Build hospitality culture that turns transactions into memorable guest experiences.
• Track post-training impact on sales performance and customer satisfaction metrics.

5. Career Development & Succession Planning

• Develop career roadmaps and skill certification programs for frontline and managerial levels.
• Identify and nurture high-potential talents for future leadership roles.
• Partner with HR on performance reviews to link training outcomes with career progression.
• Encourage a culture of continuous learning and self-improvement.

6. Brand Scalability & Sustainability

• Ensure training programs are replicable and scalable for future brand expansion.
• Integrate brand story, core values, and culture into every training initiative.
• Support change management during business transformation or new concept launches.
• Measure training ROI and continuously enhance program relevance and impact.

Key Requirements:

• Bachelor's Degree in HR, Hospitality Management, Business, or related discipline.
• Minimum 5 years of L&D or training experience, preferably in F&B, retail, or hospitality industry.
• Proven experience designing and delivering service and sales training.
• Strong facilitation, communication, and coaching skills.
• Creative in using storytelling and interactive techniques to engage learners.
• Familiar with digital learning tools and performance tracking systems.
• Passionate about people growth, service excellence, and brand building.