About the Role
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.
