Assistant Manager / Executive - Learning & Development

Role:

Department:

Job Summary:

operations training, service standards, grooming, onboarding, brand culture, and continuous skill enhancement

Key Responsibilities:

1. Training Delivery & Facilitation

• Conduct Operations Training for lounge teams, including:
• Service etiquette & guest handling
• Lounge SOPs and workflow
• Food & beverage service basics
• Hygiene & safety practices
• Grooming and brand standard guidelines
• Deliver Orientation & Induction for all new associates.
• Facilitate ongoing L&D workshops: communication skills, complaint handling, attitude & behavior, brand values, and guest experience programs.

2. Training Need Identification

• Coordinate with Operations and HODs to understand training gaps.
• Conduct periodic Training Needs Analysis (TNA) based on:
• Guest feedback
• Creating Memories
• Mystery audits
• Operational observations
• Supervisor recommendations

3. Training Planning & Coordination

• Prepare the Monthly Training Calendar and ensure smooth execution.
• Maintain all training records, attendance sheets, feedback forms, and certification tracking.
• Support in planning and executing refresher training across outlets.

4. Quality & Service Standards

• Reinforce BASLs luxury service standards through regular floor audits and coaching.
• Provide on-the-job training to close performance gaps.
• Monitor grooming, behavioral standards, and SOP adherence.

5. New Hire Support & Onboarding

• Conduct organization orientation & lounge familiarization.
• Ensure departmental induction is completed within defined timelines.
• Introduce new hires to BASL culture, values, and work practices.

6. L&D Support Activities

• Assist in developing training content, SOP guides, visual training aids, checklists, and quizzes.
• Support HR in employee engagement activities and recognition programs when needed.
• Work closely with Operations to ensure training translates into guest experience improvement.

Skills & Competencies

• Excellent presentation and communication skills
• Strong understanding of hospitality service & luxury lounge operations
• Ability to coach and mentor frontline teams
• Creativity in designing engaging training sessions
• Strong coordination & follow-up ability
• Good rapport-building and interpersonal skills
• Ability to handle multiple outlets & fast-paced environment

Qualifications & Experience

• Graduate/Postgraduate in Hospitality, HR, or related fields
• 47 years of experience in Training / L&D roles, preferably in hospitality, aviation, or luxury service environments
• Exposure to operations (F&B, lounge service, or hotel operations) is an added advantage