At COMO Lifestyle, we believe exceptional experiences start with exceptional people. We are seeking a passionate Learning & Development professional who can uplift service excellence across our lifestyle concepts. This role designs and delivers impactful training that strengthens our brand promise and elevates guest experience.
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 5 years of L&D or service training experience, ideally within hospitality, or premium lifestyle environments.
* Experience leading or supervising training initiatives across multiple outlets.
* Strong understanding of service excellence, guest experience design, and operational workflows.
* Engaging facilitator with excellent presentation, coaching, and interpersonal skills.
* Able to translate insights into actionable development plans.
* Proficient in Microsoft Office and familiar with digital learning tools.
* Passionate about people development, brand culture, and continuous improvement.
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