Learning & Development Manager

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

We are looking for an experienced L&D professional to lead training and service excellence across our outlets. The role designs blended learning programmes, owns brand-aligned SOPs, coaches managers to build training capability, and uses guest and operational data to raise service standards consistently across sites and brands.

Key Responsibilities:

Learning & Development

• Design and implement holistic training programs covering service culture, guest engagement, product knowledge, safety & hygiene, and operational SOPs.
• Facilitate engaging classroom, experiential, and on-the-job training sessions for staff at all levels.
• Conduct training needs analysis using guest insights, audits, and operational performance trends.
• Develop digital learning modules, training guides, and blended-learning tools to support continuous development.

Service Excellence & Brand Standards

• Create, refine, and maintain brand-aligned Standard Operating Procedures (SOPs) across all outlets.
• Conduct regular site visits, service observations, and training audits to ensure consistent execution.
• Implement mystery audits and performance assessments to measure guest experience quality.
• Lead service refreshers, new product rollouts, and brand experience training.

Operational Partnership

• Work closely with Operations, HR, and Outlet Leaders to support onboarding, performance management, and improvement plans.
• Provide coaching to managers to build internal training capability and support a strong learning culture.
• Ensure training content meets safety, hygiene, and regulatory standards.

Reporting & Documentation

• Maintain accurate training records, attendance, assessments, and progress tracking.
• Present monthly training insights, key metrics, and recommendations to senior management.

Requirements:

• Minimum 7 years' experience in Learning & Development, Training, or Organisational Development within the hospitality or premium lifestyle industry.
• Proven experience developing leadership programmes and coaching managers across operational teams.
• Strong stakeholder management skills with the ability to influence and collaborate effectively across multiple departments and leadership levels.
• Experience supporting multi-site or multi-brand operations is highly preferred.
• Strong understanding of food & beverage operations, guest experience, luxury service standards, and operational excellence.
• Skilled facilitator with excellent presentation, coaching, communication, and relationship-building abilities.
• Experience developing digital learning content and blended learning programmes.
• Strong analytical skills with the ability to interpret operational data and translate insights into actionable learning solutions.
• Proficient in Microsoft Office and Learning Management Systems (LMS) or other digital learning platforms.
• Passionate about people development, leadership capability, continuous improvement, and delivering exceptional guest experiences.