全职 TRAINING EXECUTIVE 工作, 薪水 up to MYR 4,500, DOME CAFÉ SDN BHD Federal Territory 公司招聘中 - Ricebowl

The Training Executive is responsible for supporting and executing customer service training programmes across all DÔME Café outlets, with a strong focus on floor operations, service standards, customer experience, and operational consistency. This highly operational role requires regular outlet visits to observe daily operations, conduct on the job coaching, support service improvements, and ensure customer service standards are consistently maintained. The Training Executive will work closely with Operations and Café Management teams to identify service gaps, reinforce SOP compliance, and enhance the overall guest experience through structured training, coaching, and hands on operational support.

REQUIREMENT

• Diploma or Degree in Hospitality, Hotel Management, Business Administration, Training, or related field.
• Minimum 2–3 years of experience in F&B operations, customer service training, hospitality, or retail service environment.
• Strong understanding of restaurant or café floor operations and customer service standards.
• Good communication, coaching, and interpersonal skills.
• Able to conduct hands-on training and engage effectively with operational staff.
• Strong observation and problem-solving skills.
• Proficient in Microsoft Office applications.
• Able to work independently and in a fast-paced operational environment.

DUTIES & RESPONSIBILITIES

1. Customer Service Training & Floor Coaching

• Conduct customer service and operational training for Front of House employees across all outlets.
• Provide hands-on floor coaching to employees on service delivery, hospitality standards, product knowledge, grooming, and customer engagement.
• Ensure all staff consistently follow company SOPs and service procedures during daily operations.
• Guide and support outlet teams in handling customer complaints, difficult situations, and service recovery professionally.
• Monitor service performance during outlet visits and provide immediate coaching and corrective guidance where necessary.
• Reinforce brand culture, teamwork, professionalism, and positive service behaviour at all times.
• Be physically present on the outlet floor to observe staff performance, customer interaction, and operational flow to ensure training effectiveness.

2. Operational Training Support

• Assist in developing and updating operational training materials, service manuals, and training modules.
• Conduct induction and onboarding training for new employees.
• Support Operations team during outlet openings, promotional campaigns, and operational rollouts.
• Ensure consistency in operational execution and customer experience standards across all outlets.
• Work closely with Café Managers and District Managers to identify training needs and performance gaps.

3. Outlet Visits & Service Audits

• Conduct regular outlet visits to evaluate customer service standards, cleanliness, teamwork, grooming, and operational readiness.
• Observe employee interactions with customers and provide feedback for continuous improvement.
• Prepare outlet visit reports and follow up on corrective actions with outlet management.
• Monitor compliance with company SOPs, hygiene practices, and service expectations during operational audits.
• Spend substantial working time at café outlets to ensure direct engagement with operations and employees on the floor.

4. Training Administration & Reporting

• Maintain proper records of training attendance, coaching reports, and outlet visit findings.
• Prepare monthly training reports and service improvement updates for Management review.
• Coordinate training schedules and ensure employees attend mandatory operational training sessions.

5. General

• Collaborate closely with Operations, HR, and outlet management teams to support operational excellence and customer satisfaction initiatives.
• This position is primarily field and outlet-based, requiring regular physical presence at café outlets to monitor service standards, conduct on-floor coaching, and support operational teams directly.
• The Training Executive is expected to spend substantial time on the outlet floor engaging with employees and customers to ensure training effectiveness and service consistency.
• Perform any other duties, responsibilities, or special projects assigned by the immediate superior or Management from time to time.
• Must possess own transport and be willing to travel regularly to outlets.
• Willingness to work weekends, public holidays, or flexible hours when operational support or training is required.

BENEFITS

• Health Insurance Coverage
• Maternity Leave Benefits
• Opportunities for Career Advancement
• Parental Leave Benefits
• Professional Development Opportunities

Pay: RM3,000.00 - RM4,500.00 per month

Benefits:

• Additional leave
• Health insurance
• Maternity leave
• Opportunities for promotion
• Professional development

Work Location: In person