Training & Development Officer - FOH Operations

About this opportunity

We are seeking a dynamic Training & Development Officer to join our Front of House Operations team in Muscat. This role is pivotal in enhancing the skills and performance of our restaurant staff, ensuring exceptional customer service and operational excellence. Responsibilities: 1. Training & Development: -Conduct Training Needs Analysis (TNA) to identify operational and service gaps. -Design and deliver induction, orientation, and onboarding programs for new hires. -Develop training materials, presentations, SOP guides, assessment tools, and training manuals. -Facilitate classroom, practical, and on-the-job training programs. -Conduct refresher training sessions on service standards, food safety, and operational procedures. -Coordinate cross-training initiatives to enhance workforce flexibility and succession planning. -Support the implementation of new company initiatives, menu launches, and operational changes. 2. FOH & Restaurant Operations Training -Train employees on restaurant service standards and guest engagement techniques. -Ensure team compliance with restaurant SOPs and brand standards. -Conduct product knowledge training covering food, beverages, promotions, and menu specifications. -Train staff on reservation management, POS systems, cash handling, and customer service protocols. -Coach supervisors and team leaders on leadership and people management skills. -Monitor service delivery and provide corrective coaching where required. 3. Performance Management -Evaluate employee performance through assessments, observations, and service audits. -Maintain employee training records and competency matrices. -Track individual development plans and follow up on training effectiveness. -Recommend development programs for high-potential employees. -Provide coaching and mentoring to improve operational performance. 4. Compliance & Quality Assurance -Ensure adherence to food safety, hygiene, HACCP, and occupational health & safety standards. -Conduct compliance audits and mystery guest evaluations. -Monitor implementation of company policies and procedures. -Support quality improvement initiatives to enhance guest satisfaction. 5. Reporting & Administration -Maintain an updated annual training calendar. -Prepare monthly training reports and KPI dashboards. -Monitor training attendance, completion rates, and certification records. -Manage training budgets, schedules, venues, and training resources. -Coordinate with restaurant managers and department heads regarding training requirements. - Bachelor's degree in Hospitality, Human Resources, Education, or a related field. - Proven experience in training and development within the restaurant or hospitality industry, specifically with Front of House operations. - Excellent communication and presentation skills to effectively engage and motivate staff. - Strong organizational skills with the ability to manage multiple training initiatives simultaneously. - Knowledge of training methodologies and instructional design. - Ability to work collaboratively with diverse teams and adapt to a fast-paced environment. - Passion for enhancing customer service and staff development. -3-5 years of experience in restaurant, hospitality, or F&B operations. -Minimum 3 years of experience in training and development. -Experience in multi-unit restaurant operations is an advantage.