Hospitality L&D Leader: Service Excellence Coach

como pte. ltd.; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

como pte. ltd. is seeking an experienced L&D professional to lead training and service excellence across our hospitality outlets. The role designs blended learning programmes, owns brand-aligned SOPs, and coaches managers to build training capability.

You will use guest and operational data to raise service standards consistently across sites and brands, leading programs for onboarding, performance improvement, and continuous development.

Qualifications

• 7+ years in Learning & Development, Training or Organisational Development (hospitality or premium lifestyle).
• Proven ability to design and implement leadership programmes.

Responsibilities

• Design holistic training programs covering service culture, guest engagement, product knowledge, safety and hygiene, and SOPs.
• Facilitate classroom, experiential, and on-the-job training for staff at all levels.
• Conduct needs analysis using guest insights, audits, and performance trends.
• Develop digital learning content and blended learning tools for ongoing development.
• Create and maintain brand-aligned SOPs across outlets and conduct training audits.
• Lead training refreshers, product rollouts, and brand experience initiatives.
• Partner with Operations, HR, and Outlet Leaders for onboarding, performance management, and improvement plans.
• Coach managers to build internal training capability and foster a learning culture.
• Ensure training content meets safety, hygiene, and regulatory standards.
• Maintain training records and present insights and recommendations to senior management.

Skills

Leadership programmes

Stakeholder management

Facilitation

Training design

Coaching managers

L&D strategy

Data interpretation

MS Office / LMS

Tools

LMS platforms

Job description

como pte. ltd. is seeking an experienced L&D professional to lead training and service excellence across our hospitality outlets. The role designs blended learning programmes, owns brand-aligned SOPs, and coaches managers to build training capability.

You will use guest and operational data to raise service standards consistently across sites and brands, leading programs for onboarding, performance improvement, and continuous development.