Assistant L&D Manager - Front Office

Position Overview
As the Assistant L&D Manager, you will work closely with the L&D Manager (Operations) to execute training programs that build the skills, mindset, and consistency of our frontline teams. You'll coordinate training logistics, deliver sessions, and help measure impact - ensuring every staff member embodies the M Village service spirit.
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Key Responsibilities
Learning Strategy & Planning
• Develop and execute a property-wide L&D roadmap focused on service excellence and operational readiness.
• Conduct training needs analysis aligned with business metrics (guest satisfaction, productivity, and quality audits).
• Forecast and plan training resources to support hotel openings, seasonal surges, and performance gaps.
Training Program Design & Delivery
• Design and deliver hands-on, engaging training content for SOPs, guest interaction, grooming, upselling, and complaint handling.
• Customize programs for each function (FO, Kitchen, Butler, etc.) while maintaining brand consistency.
• Deliver sessions through workshops, on-the-floor coaching, and digital modules (where applicable).
Operational Integration
• Embed training into performance reviews and career progression plans for non-managerial and supervisory roles.
• Partner with Residence Managers and Ops Leads to reinforce learning at the property level.
• Monitor post-training performance and adjust programs to drive continuous improvement.
Onboarding & Cultural Immersion
• Build onboarding journeys that embed M Village values from day one.
• Ensure new hires quickly adapt to operational standards, service expectations, and team dynamics.
Learning Systems & Tracking
• Implement and manage simple tools or an LMS (if applicable) to track training completion and compliance.
• Maintain up-to-date training records, schedules, and SOP libraries.
Stakeholder Engagement & Support
• Act as a partner to operations leaders-advising on team development, coaching practices, and service training.
• Support new property launches with pre-opening training plans.
Evaluation & Reporting
• Define success metrics for each program and track learning impact.
• Prepare reports and insights for senior management on training effectiveness and team capability.