Hospitality & Customer Experience Trainer (Fresh grads are welcome)

Secret Recipe Cakes and Café Sdn Bhd; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A well-known café chain in Malaysia is looking for a Hospitality & Customer Experience Trainer to enhance training initiatives for their operations team. Fresh graduates are encouraged to apply. The role includes delivering and assessing training, implementing tools for continuous improvement, and fostering a team environment for effective learning and development. You will work closely with management to uphold quality standards in customer service and contribute to the organization's growth and mission.

Qualifications

• Fresh graduates are welcome to apply.
• Experience in training, assessing skills, and knowledge management.
• Strong understanding of customer experience and hospitality standards.

Responsibilities

• Deliver training and assess skills to enhance employee development.
• Create and implement tools to improve quality and efficiency.
• Monitor compliance and effectiveness of training initiatives.

Skills

Training and development

Hospitality standards

Customer service

Communication skills

Assessment techniques

Job description

Hospitality & Customer Experience Trainer (Fresh grads are welcome)

You’ll take a strategic approach of training, assessing the skills and knowledge within an organization and determining what training is needed. Measures the effectiveness of training to ensure a return on investment.

To grow and retain skills with the purpose to make the most out of people's talents and help them develop to their full potential. You’ll either deliver the training yourself or arrange for a third-party trainer to do it.

Create, develop and implement tools and other methods to continuously improve quality, efficiency and customer experience. Manage and update knowledge management systems in line with the quality standards, procedures and process changes.

Build a positive business relationship with L & D Manager and Team, Operation Manager, Senior Area Manager and Operation Team including Top Management Team to identify and address operation employees and organizational development needs.

Lead your trainers to train operation employee on best practice of food & beverages hospitality and customer service. Ensure the quality of product serve, including handling, preparation, proper sanitary habits, cleaning, product storage procedures, presentation and plating techniques. To include and observe the product inventory and equipment management, as well as develop ways to streamline operations process while still ensuring high standards of hospitality and customer service.

Develop and drive Brand training initiatives and works to ensure that the efforts are communicated and implemented at all levels.

Monitor and ensure the conduct of various training initiative, compliance audits across area outlets meet the Secret Recipe Standard Operation Procedures, guidelines, other policy guidelines established by Secret Recipe and the relevant regulatory requirements. 2. Training Effectiveness and Result

Responsible to establish and efficiently manage the Hospitality and Customer Experience Training Record Management System effectively. Promoting professional development and motivation in building Brand.

Responsible to ensure all training and development activities are strategically linked to the Brand Vision and Mission, Operation Resolution and Department Goal & Objective.

Support to ensure actions taken from customer feedback, audit and visitation for smooth flow, in line with the management, quality, service culture and meet standard set. Follow up to ensure that it is carried out in a timely manner.

Accountable for creating conducive work environment while working shoulder-to-shoulder with L & D and Operation Team to create and accomplish business objectives.

Collaborate and provide technical guidance to Operation Team in formulating the training and development programs with effective follow up. Embracing different styles of training techniques and stay appropriate, including e-learning, tutorial sessions or coaching.

Available and present to support the Operation Team employees. Be on the ground to train, coach, motivate while assessing their progress and address concerns

Partners with Operation Management Team to assess after training result if Operation Team Employees demonstrate effective technical and leadership skills.

Reviews guest satisfaction results/customer feedback report on all platforms and other data to identify areas of improvement.

Measures transfer of learning from training courses to operation and ensure adult learning principles are incorporated into training programs.

Identifies performance gap and work with managers to develop and implement appropriate training to improve performance.

Adapt and adjust to training methodology and/or re-trains as appropriate.

Aligns current training and development programs to effectively impact key business indicators.

Established the guidelines to Operation Team Employees understand expectations and parameters.

Develops specific training to improve service performance.

Drives brand values and philosophy in all training and development activities.

Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.

Champions brand vision, mission and demonstrates core values constantly.

Representative and voice of L & D Hospitality and Customer Experience Division with other departments.

Responsible for aligning, coordinating and communicating cross-functional initiatives.

Ensure that new openings/new products introduction is adequately set up for success.

Perform any other additional responsibilities as assigned by L & D Manager