Guest Experience & Learning Manager

Responsibilities:

• Develop and implement guest experience standards across all outlets.
• Create and facilitate customer service training programmes for front-of-house teams.
• Design menu education programmes to ensure staff confidently communicate dishes, ingredients, and recommendations to guests.
• Conduct regular audits of guest experience and service delivery.
• Develop brand storytelling and guest engagement initiatives.
• Write and update service manuals, SOPs, and training materials.
• Travel across branches to coach teams and monitor implementation.
• Collaborate with marketing and operations teams to introduce innovative guest experiences.
• Analyse guest feedback and recommend improvements.
• Mentor outlet managers on service leadership and team development.

Requirements:

• Minimum 3 years’ experience in hospitality training, guest relations, luxury hospitality, or service operations.
• Strong presentation and facilitation skills.
• Excellent written and verbal communication skills.
• Experience developing SOPs and training programmes.
• Passion for hospitality, people development, and creating memorable experiences.
• Willingness to travel frequently between locations.
• Experience in multi-unit restaurant operations is highly desirable.