Position Purpose:
The Learning and Development Director plays a key role in ensuring club standards are met across all food, beverage, and guest service areas within the club. This individual is responsible for designing and implementing tailored training programs that uphold the club’s standards of hospitality, discretion, and consistency across all FOH departments. This role ensures all front--of-house staff are equipped with the skills, knowledge, and mindset to deliver exceptional, personalized service to our members and their guests.
Key Responsibilities:
Training Program Design & Delivery
· Develop and execute a structured learning and development strategy focused on guest experience, service excellence, and operational standards in line with the club’s standards and culture.
· Design training modules for key F&B areas: food and beverage steps of service, member experience, and private event service.
· Deliver hands-on training and coaching for both front- and back-of-house teams, including servers, bartenders, hosts, porters, and room attendants.
· Develop club-specific training materials such as SOPs, training manuals, and presentations.
Club Standards & Member Experience
· Uphold and embed the club’s service standards, ensuring consistent delivery of personalized, discreet service expected in a private membership environment.
· Partner with department heads to maintain the highest standards of service and hospitality across all touch points—restaurant, bars, lounges, and hotel rooms.
Team Development & Coaching
· Facilitate onboarding and ongoing development for all FOH staff, instilling strong knowledge of club standards, processes, brand, and member preferences.
· Mentor managers and supervisors on leadership, performance management, and coaching skills.
· Conduct regular service audits and provide real-time coaching and feedback on the floor.
Operational Excellence & Compliance
· Monitor service performance and identify skill gaps, working proactively to implement improvements.
· Ensure all training meets legal, health, and safety standards including food hygiene, alcohol service compliance, and guest safety protocols.
· Coordinate with HR to track training progress, maintain accurate records, and support professional development goals.
Qualifications:
· Minimum 3 years of F&B operations experience, preferably in high-end private clubs, luxury hospitality, or fine dining.
· At least 2 years in a training, L&D, or leadership development role within a hospitality environment.
· Deep understanding of luxury service standards and the nuances of private member environments.
· Engaging presentation and facilitation skills.
· Strong interpersonal and coaching abilities.
· Proficient in Microsoft Office and LMS platforms.
· Ability to manage multiple training programs across departments with discretion and flexibility.
· Understanding of hotel operations is a plus.
