Job Description

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.

2. Training Design / Career Planning

a. Develop structured, scalable training programs for all FOH roles (new hires, existing staff, leadership).

3. Training Administration / Evaluation

a. Manage training logistics, scheduling, and resource allocation.

4. Learning Management System (LMS)

a. Implement and manage an LMS to track employee progress and provide access to training resources.

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).

6. Continuous Improvement & Innovation in Training Programs

a. Stay updated on emerging training methods and technologies (e.g., gamification, VR, mobile learning).

JOB REQUIREMENTS:

• Bachelors 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.