Learning and Development Manager - F & B

Learning & Development Manager

Company: BLR Restaurants Pvt. Ltd.
Brands: BLR Brewing Co. | Hamilton | Beanlore
Department: Human Resources
Designation: Learning & Development Manager
Location: Bengaluru
Reports To: Head of HR / Senior Management

1. Job Purpose

To design, implement and manage learning and development initiatives across all company outlets, ensuring employees possess the necessary skills, product knowledge, service standards and leadership capabilities to deliver exceptional guest experiences and achieve business objectives.

2. Key Responsibilities

A. Training & Development

• Develop and implement annual training calendars for all brands and outlets.
• Conduct Training Needs Analysis (TNA) in coordination with HR, Operations and outlet leadership.
• Design and deliver training programmes for service staff, bartenders, baristas, kitchen teams, supervisors and managers.
• Develop structured induction and onboarding programmes for new employees.
• Conduct refresher training on service standards, guest handling, upselling, product knowledge and operational procedures.
• Implement train-the-trainer programmes to build internal training capabilities.

B. Hospitality Standards & Service Excellence

• Ensure consistent implementation of brand standards, SOPs and service protocols.
• Conduct training on guest engagement, complaint handling, suggestive selling and customer experience.
• Coordinate with Operations to identify performance gaps and improve outlet-level service delivery.
• Support the development of role-specific competency frameworks and skill assessments.

C. Leadership Development

• Develop training programmes for Team Leaders, Supervisors, Outlet Managers and emerging leaders.
• Conduct workshops on communication, people management, team engagement, conflict resolution and performance management.
• Build succession-planning and career-development initiatives for high-potential employees.

D. Compliance & Workplace Training

• Coordinate POSH awareness training and other applicable statutory or mandatory training programmes.
• Conduct training on workplace safety, fire safety, emergency response, hygiene and food safety in coordination with relevant teams.
• Maintain training records and ensure completion of mandatory programmes within prescribed timelines.

E. Training Evaluation & Reporting

• Measure training effectiveness through assessments, practical demonstrations, observation and feedback.
• Conduct periodic outlet training audits and identify areas requiring improvement.
• Track training completion, attendance, assessment scores and post-training performance.
• Prepare monthly L&D dashboards and reports for HR and senior management.
• Monitor the impact of training on guest feedback, service quality, upselling and employee performance.

F. Training Content & Documentation

• Develop training manuals, presentations, SOP guides, assessment questionnaires and onboarding checklists.
• Create standardised training materials across BLR Brewing Co., Hamilton and Beanlore while accommodating brand-specific requirements.
• Maintain a centralised repository of training materials, records and employee certifications.

3. Key Performance Indicators (KPIs)

• Training calendar completion and adherence.
• Employee induction and mandatory training completion rates.
• Training effectiveness and assessment scores.
• Improvement in service quality and guest satisfaction.
• Reduction in recurring operational errors and service-related complaints.
• Improvement in upselling and product knowledge.
• Internal promotions and leadership development outcomes.
• Training audit scores and compliance completion.
• Monthly reporting accuracy and timely submission.

4. Qualifications & Experience

• Bachelor's degree in Hospitality Management, Human Resources, Business Administration or a related field.
• A postgraduate qualification or certification in Learning & Development, HR or Training is an advantage.
• Approximately 5–8 years of relevant experience, preferably including 2–3 years in an L&D leadership role.
• Experience in the restaurant, brewery, bar, café, hotel or broader hospitality industry is strongly preferred.
• Demonstrated experience in designing and delivering training programmes across multiple locations.

5. Required Skills & Competencies

• Strong facilitation, presentation and communication skills.
• Excellent understanding of hospitality operations and service standards.
• Training needs analysis and instructional design.
• Leadership coaching and employee development.
• Data analysis, reporting and MS Excel proficiency.
• Training assessment and evaluation.
• Stakeholder management and cross-functional coordination.
• Willingness to travel regularly across company outlets in Bengaluru.

6. Personal Attributes

• Passion for employee development and service excellence.
• Strong ownership, planning and execution skills.
• Ability to influence employees at all organisational levels.
• Practical, hands-on approach to workplace learning.
• Ability to manage multiple training priorities across different brands and outlets.

Role Expectation: The Learning & Development Manager is expected to build a structured, measurable and sustainable learning culture across all brands, improving employee capability, operational consistency and the overall guest experience.

Pay: Up to ₹70,000.00 per year

Benefits:

• Food provided
• Health insurance

Application Question(s):

• Are you available for a face to face interview?

Experience:

• Hospitality: 4 years (Required)

Work Location: In person