People & Service Development Manager

2 days ago

Mandaluyong City, National Capital Region, Philippines Figaro Coffee Systems, Inc. Full time $40,000 - $60,000 per year

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

  1. Customer Service Standards
  2. Develop, implement, and enforce consistent service standards across all stores.
  3. Conduct regular store audits to evaluate customer experience and operational efficiency.
  4. Resolve escalated service issues and coach teams on best practices.
  5. Training & Development
  6. Design and deliver training programs for store staff, supervisors, and managers.
  7. Create training manuals, SOPs, and role-play exercises to improve communication and hospitality.
  8. Develop a "service culture" program to improve mindset, professionalism, and consistency.
  9. Operations & Quality Control
  10. Partner with Operations Managers to streamline processes and eliminate inefficiencies.
  11. Ensure product quality, store cleanliness, and customer touchpoints meet company standards.
  12. Implement checklists, scorecards, and measurable KPIs for staff performance.
  13. People Development
  14. Mentor and coach store managers in leadership, service recovery, and team management.
  15. Identify training gaps and establish refresher courses.
  16. Help recruit and evaluate front-line staff with higher hospitality standards.

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