Training & Quality Executive / Senior Executive

Birds of Paradise is Singapore's only Michelin Guide-selected gelato brand, known for our botanical flavours and gelato experiences across 7 boutiques island wide. We're looking for a Training & Quality Executive / Senior Executive to deliver the day-to-day training that builds boutique teams confidence and consistency, while supporting audits and managing customer feedback.

RESPONSIBILITIES

• Independently lead training for new boutique openings, from planning through execution

• Deputise for the Training & Quality Manager on routine audits and day-to-day decisions in their absence

• Contribute to the design and ongoing improvement of training materials and programmes, not just their upkeep

• Coordinate and deliver day-to-day training - onboarding, on-the-job training, and refresher sessions - across boutique and HQ employees

• Independently manage customer feedback, reviews, and enquiries, and work cross-departmentally to resolve issues

• Support boutique audits and follow-up visits, recording findings and helping close out corrective actions

WHAT WE'RE LOOKING FOR

• Min. 3 years of relevant experience in training or facilitation, with proven experience in customer service management

• Experience in F&B, retail, or hospitality preferred

• A clear, patient communicator who enjoys helping others learn, with strong interpersonal and customer service skills

• Organised, hands-on, and comfortable training on the ground in boutique environments

• Diploma in Human Resource, Hospitality, Business, or a related field training certification a plus

REPORTING LINE

Reports to Training & Quality Manager

SUCCESS IS WHEN

Training goes beyond running on schedule - it builds capability, so employees deliver consistently excellent, quality-driven service. New joiners get a welcoming, consistent start, and ongoing coaching and assessment are timely and practical. Audits close out with findings tracked, and customer feedback is resolved to brand standard - turning moments of disappointment into renewed trust and delight.