Mô tả công việc

Build, implement, and develop a comprehensive internal training system to ensure every employee becomes a brand ambassador who delivers a consistent, friendly, safe, and positive customer experience.

Act as a "strategic igniter" across the system, promoting a proactive learning culture and building sustainable workforce capability.

Comprehensive training strategy:

• Develop a 360° learning ecosystem: Onboarding → Standardization → Regular Reinforcement → Advanced Training → Career Pathway.
• Define clear training paths for all levels (TMs, Sup, RM, AM).
• Work with HRM and OM to standardize and update SOP-based materials.

Design & execute training programs:

• Design engaging, practical, and easy-to-apply training content.
• Training programs include onboarding for new hires and scheduled reinforcement training sessions, applied to all employee levels.
• Main content includes customer service, SOPs & Standard Operations, Safety – Hygiene – First Aid, Sales Skills, F&B Service Skills, Soft Skills, and Leadership for Supervisors & Managers.
• Diversify formats: E-learning, in-person, gamification, storytelling.

Deliver – inspire - role model:

• Deliver key training classes: onboarding, customer service, reinforcement.
• Be a role model in customer service, communication, and positivity.
• Adapt delivery to Gen Z learning behavior.

Training operations management:

• Create and manage the master training calendar.
• Track learner progress, results, and evaluations.
• Issue internal certifications and digital badges.
• Recognize and celebrate top learners.

Measure - improve - customer link:

• Collect and analyze feedback (learners, leaders, CSAT/NPS).
• Improve content based on real-world feedback.
• Report training impact to the CEO regularly.

Succession & career pathway:

• Design growth pathways for various roles.
• Coach and develop internal talents.

Yêu cầu công việc

Education: University degree in HR, Education, Psychology, Business, or related fields.

Field of Study: Proficient in tools like PowerPoint, Canva, Google Suite, LMS, etc.

Experiences:

• From 3-5 years' experience in training within F&B, retail, education, or service industries.
• Strong facilitation and inspiring delivery skills.
• Deep understanding of Gen Z learners.

Capabilities:

• Passion for people development and a customer-oriented mindset.
• Energetic, flexible, creative, and accountable.
• Systematic, detail-oriented, and proactive.
• Strong collaboration skills across departments.