
People & Service Development Manager
3 days ago
We are seeking a highly skilled professional with experience in top-tier restaurants or hospitality brands to elevate our customer service, training, and store operations. This person will ensure consistent, high-quality service across all branches, develop training programs, and instill a culture of excellence.
A Specific Responsibilities
- Customer Service Standards
- Develop, implement, and enforce consistent service standards across all stores.
- Conduct regular store audits to evaluate customer experience and operational efficiency.
- Resolve escalated service issues and coach teams on best practices.
- Training & Development
- Design and deliver training programs for store staff, supervisors, and managers.
- Create training manuals, SOPs, and role-play exercises to improve communication and hospitality.
- Develop a "service culture" program to improve mindset, professionalism, and consistency.
- Operations & Quality Control
- Partner with Operations Managers to streamline processes and eliminate inefficiencies.
- Ensure product quality, store cleanliness, and customer touchpoints meet company standards.
- Implement checklists, scorecards, and measurable KPIs for staff performance.
- People Development
- Mentor and coach store managers in leadership, service recovery, and team management.
- Identify training gaps and establish refresher courses.
- Help recruit and evaluate front-line staff with higher hospitality standards.
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