F&B Trainer

Job Overview:

The Trainer is a pivotal role within the F&B business, responsible for designing, developing and delivering impactful behavioral training programs across our diverse portfolio of food and beverage operations. This includes full-service dine-in restaurants, Quick Service Restaurants (QSR), and international franchise concepts operating under strict brand standards.

Working closely with operations, HR and franchise compliance teams, the Trainer ensures that all new and existing employees — from frontline crew to supervisory staff — are equipped with the knowledge, skills and attitudes required to deliver consistently exceptional guest experiences, maintain regulatory compliance and uphold brand integrity across every touchpoint.

Duties and Responsibilities:

Training Design & Development

- Design, develop and continuously update training materials including manuals, facilitator guides, learner workbooks, e-learning modules, visual aids and assessment tools.

- Translate operational standards, brand guidelines and franchise requirements into engaging, practical and behaviorally focused learning experiences.

- Develop onboarding programs for newly recruited staff covering all core functional and behavioral competencies.

- Build training content specific to each brand concept (dine-in, QSR, franchise) ensuring alignment with distinct operational models and guest experience standards.

Training Delivery

- Deliver classroom, on-the-floor and blended learning sessions covering behavioral and skills-based topics including but not limited to:

◦ Customer Service Excellence & Guest Experience Standards

◦ Policies & Procedures (operational and HR)

◦ Health, Safety & Food Safety Compliance

◦ Personal Appearance, Grooming & Hygiene Standards

◦ Sequence of Service, Table Etiquette & Dine-In Standards

◦ QSR Speed of Service, Order Accuracy & Drive-Through Protocols

◦ Upselling, Cross-Selling & Revenue-Driving Techniques

◦ Franchise-Specific Compliance Requirements & Brand Standards

◦ Conflict Resolution, Complaint Handling & Service Recovery

◦ Team Communication, Collaboration & Professionalism

- Facilitate train-the-trainer sessions to build internal training capacity at the unit level.

- Conduct live demonstrations, role plays, scenario-based activities and on-the-job coaching sessions to reinforce learning.

- Adapt delivery styles and methodologies to diverse audiences across different age groups, educational backgrounds and cultural contexts.

Franchise & Compliance Training

- Ensure training content and delivery are fully aligned with all applicable franchise agreements, brand operations manuals and international standards.

- Liaise with franchise support representatives and brand principals to incorporate mandatory compliance updates into training programs.

- Maintain accurate and up-to-date training records to support franchise audits, mystery shopper requirements and certification processes.

- Coordinate with Quality Assurance teams to address training gaps identified during internal audits, brand visits or compliance reviews.

Training Needs Analysis & Evaluation

- Conduct Training Needs Analyses (TNA) in partnership with Operations Managers and HR to identify performance gaps and prioritize training interventions.

- Evaluate training effectiveness using Kirkpatrick's Four Levels model (reaction, learning, behavior, results) and adjust program accordingly.

- Track and report key training metrics including attendance, assessment scores, post-training performance improvements and training ROI.

- Gather feedback from trainees, managers and franchise partners to continuously improve training content and delivery.

Coordination & Administration

- Plan, schedule and coordinate training calendars across multiple locations, balancing operational demands and staffing constraints.

- Manage training logistics including venue setup, materials preparation, equipment and catering arrangements for training events.

- Maintain the Training Management System (TMS) with accurate records of completions, certifications and pending requirements.

- Prepare regular training progress reports for HR, L&D and Operations leadership.