Department:
Soft Services Facilities Management Location:
Bangalore- Bagmaane Tach Park, Mahadevapura Reporting To:
FM Operations Manager Role Purpose
To design, deliver, and monitor competency-based training programs for housekeeping and pantry teams to ensure high-quality service delivery, hygiene standards, safety compliance, and continuous improvement across all assigned sites. The role ensures workforce capability, consistent SOP adherence, and delivers performance improvement aligned with client expectations and SLAs.
Key Responsibilities
Training Strategy & Planning
- Develop an annual and quarterly training calendar aligned with operational requirements, audits, and client KPIs. Must know about
preparing a 52-week
training calendar - Conduct periodic Training Needs Assessments (TNA) based on performance metrics, site audits, and supervisor feedback.
Training Delivery & Execution
- Conduct onboarding, refresher, and periodic classroom and on-the-job training for housekeeping and pantry staff.
- Deliver modules covering cleaning processes, hygiene standards, chemical handling, pantry etiquette, food safety, and customer service.
- Train Supervisors and Team Leaders on leadership, digital reporting tools, checklists, and performance management.
SOP & Compliance
- Ensure 100% training alignment with client SOPs, SLAs, and ISO standards.
- Maintain compliance documentation for audits, safety inspections, and statutory labour requirements.
- Standardize skills assessment checklists and training effectiveness tracking.
Capability Building & Skill Assessment
- Conduct periodic skill assessment and certification of staff based on performance expectations and role competency benchmarks.
- Identify high performers and develop them into buddy trainers or future supervisors.
Digital & Training Documentation
- Maintain digital records of attendance, certification, progress reports, and retraining plans.
- Prepare monthly and quarterly training MIS dashboards for management reviews and client reports.
Stakeholder & Vendor Coordination
- Coordinate with HR, Operations, Procurement, Chemical & Equipment vendors for technical and refresher training.
- Participate in client audits, reviews, feedback forums, and operational improvement discussions.
Continuous Improvement
- Develop best practice manuals, visual standards (VSM), and refresher modules.
- Evaluate training impact through on-ground audits, customer satisfaction scores, and supervisor feedback.
Key Skills & Competencies
Skill Area
Required Competency
Technical
Housekeeping techniques, pantry operations, cleaning equipment, chemical handling, and FSSAI basics
Training & Facilitation
Adult learning principles, microlearning, language-adapted delivery
Operational Knowledge
SOP-based FM delivery, audit processes, quality checklists, SLAs
Soft Skills
Communication, empathy, motivation, floor coaching, staff engagement
Compliance
Safety, hygiene, PPE usage, and statutory staff training norms
Technology
MS Office, LMS/software attendance training logs, digital audit tools & PPT
Qualification & Experience
- Minimum
Graduate
, Diploma in Hospitality/Hotel Management preferred. 5-10 years
of experience in housekeeping, FM, hospitality, or training roles. - Certification in POSH, Hospitality Training, or Soft Skills (preferred).
Performance KPIs
KPI
Metric
Training Coverage
% of staff trained vs. planned
SOP Compliance Score
Improvement across audits
Skill Assessment Results
% of certified competent staff
Staff Retention Impact
Attrition reduction attributed to training
Customer Experience
Improvement in client feedback scores
Training Effectiveness
Post-training job performance improvement
Behavioural Attributes
- Role model professionalism and service culture
- Patience, confidentiality, and respect for the frontline workforce
- Passion for coaching and developing people
- Strong ownership and outcome-driven mindset
