Monroe Consulting Group, an executive search firm, is hiring on behalf of a restaurant group. Our client is seeking a Restaurant Front of the House Training Head (Senior Manager) with at least five years of leadership experience. This onsite role is based in Mandaluyong City, Metro Manila, with a work schedule from Monday to Friday.
The Front of House (FOH) Training Head is responsible for leading the development, implementation, and management of training programs that ensure exceptional service standards, operational efficiency, and employee engagement within the FOH teams. The individual in this role will be a key player in driving the company's customer service culture by equipping the FOH team with the necessary skills, knowledge, and tools to excel in their roles. The FOH Training Head will work closely with the Operations Leadership, HR, and senior management to align training efforts with business goals and ensure consistency across all customer-facing roles.
JOB RESPONSIBILITIES:
1. Training Needs Analysis (TNA)
a. Assess skills gaps and performance challenges within the FOH team.
b. Use data from performance reviews, customer feedback, and audits to identify training needs.
c. Regularly evaluate training alignment with business goals, trends, and customer expectations.
d. Prioritize training areas (e.g., guest experience, compliance) based on urgency and impact.
2. Training Design / Career Planning
a. Develop structured, scalable training programs for all FOH roles (new hires, existing staff, leadership).
b. Use a blend of in-person, online, and on-the-job training formats.
c. Design career progression paths and offer mentorship for staff development.
d. Encourage internal mobility and leadership development opportunities for high-potential employees.
3. Training Administration / Evaluation
a. Manage training logistics, scheduling, and resource allocation.
b. Collect feedback and track performance metrics (e.g., guest satisfaction, retention) to measure training effectiveness.
c. Conduct follow-up assessments to evaluate knowledge retention.
d. Document training activities for compliance and improvement.
4. Learning Management System (LMS)
a. Implement and manage an LMS to track employee progress and provide access to training resources.
b. Customize the LMS for FOH staff training, certifications, and assessments.
c. Ensure the LMS supports blended learning and tracks training completion and skill acquisition.
d. Regularly update the LMS to keep it aligned with company goals and tech advancements.
5. Certification and Audit for FOH Operations
a. Develop and manage a certification program for FOH staff (e.g., service excellence, health and safety, product knowledge).
b. Monitor certification completion and manage recertification requirements.
c. Conduct operational audits to ensure training is applied effectively and address gaps.
d. Use audit findings to refine training content and improve operational standards.
6. Continuous Improvement & Innovation in Training Programs
a. Stay updated on emerging training methods and technologies (e.g., gamification, VR, mobile learning).
b. Implement interactive and engaging training methods to improve performance (e.g., simulations, gamification).
c. Regularly refresh training content based on industry standards and customer feedback to maintain relevance.
JOB REQUIREMENTS:
* Bachelor's degree in Culinary, Hospitality, or a related field.
* Minimum of 5 years in a leadership role within FOH Operations or a similar position in the hospitality or restaurant industry, ideally with experience in top hotel chains or renowned restaurants.
* Proven ability to conduct Training Needs Analysis (TNA), develop training modules, and design instructional programs.
* Skilled in strategic analysis, identifying issues, and implementing effective action plans to address challenges.
* In-depth understanding of the full training and development cycle, from needs assessment to post-training evaluation.
* Experience in creating and implementing audit processes to ensure training effectiveness and compliance.
* Strong analytical abilities and influential facilitation skills to drive team engagement and performance.
* Results-driven with a strong focus on customer service excellence.
* Familiarity with MS Office suite and online learning tools (e.g., Learning Management Systems - LMS).
