Job description Client Hiring - India’s fastest-growing Indoor Amusement Center chain, operating 18 locations across 13 cities Role - Learning & Development Manager / Hospitality Trainer Experience - 5+ Years As we expand, we are looking for a passionate and experienced Learning & Development Manager / Hospitality Trainer to enhance employee skills, service excellence, and operational efficiency through structured training programs. Job Overview The Learning & Development Manager / Hospitality Trainer will be responsible for designing, implementing, and evaluating training programs to enhance employee capabilities, ensure exceptional guest experiences, and maintain high operational standards. The role will focus on customer service training, leadership development, operational excellence, and employee engagement. Key Responsibilities 1. Training Program Development & Implementation Design and execute training programs for frontline staff, outlet managers, and leadership teams. Develop training modules on customer service, hospitality etiquette, safety protocols, sales techniques, and operational excellence. Conduct onboarding training for new hires to ensure seamless integration into the company culture. 2. Customer Service & Hospitality Training Train staff on guest interaction, problem resolution, and service standards to enhance the overall customer experience. Implement role-playing exercises, case studies, and real-time training to improve communication and service delivery. Regularly assess and refine customer service strategies to align with industry best practices. 3. Leadership & Soft Skills Development Design and conduct leadership training programs for managers and team leads. Develop modules on team motivation, conflict resolution, communication, and decision-making. Implement coaching and mentorship programs to nurture future leaders. 4. Operational & Safety Training Ensure all employees are well-trained in standard operating procedures (SOPs), safety regulations, and emergency protocols. Conduct mock drills and hands-on training to reinforce safety measures. Work with department heads to identify skill gaps and develop training solutions. 5. Performance Evaluation & Training Effectiveness Establish KPIs to measure training effectiveness, including staff performance, customer feedback, and operational improvements. Conduct post-training assessments, quizzes, and real-time evaluations to track learning progress. Gather feedback from employees and management to refine and improve training programs. 6. Continuous Learning & Industry Trends Stay updated with trends in hospitality training, customer service, and L&D best practices. Introduce new training techniques, e-learning modules, and interactive workshops. Foster a culture of continuous learning and professional development. Qualifications & Skills Bachelor’s / Master’s degree in Human Resources, Hospitality Management, Business Administration, or a related field. 5+ years of experience in Learning & Development, Training, or Hospitality Training. Strong expertise in customer service training, leadership development, and operational excellence. Excellent presentation, communication, and coaching skills. Ability to design engaging, interactive, and effective training programs. Strong knowledge of hospitality standards, safety regulations, and guest experience strategies. Hands-on experience with LMS (Learning Management Systems), e-learning platforms, and training tools. Ability to travel across multiple locations to conduct on-site training. What We Offer Competitive salary with performance-based incentives. Career growth opportunities in a fast-paced, expanding organization. A dynamic, engaging, and fun work environment. Job Type: Full-time Pay: ₹600,000.00 - ₹720,000.00 per year Schedule: Day shift Experience: Learning & Development Manager: 5 years (Required) Work Location: In person