Assistant L&D Manager - Front Office

Summary

The Assistant L&D Manager - FO leads all training and development efforts for the Front Office team ahead of and during the new property's opening. This role designs, delivers, and tracks training programs to ensure every Front Office team member - from Guest Service Agents to Bell/Door staff, Concierge, and Front Office Staffs, Leads - is fully prepared to deliver brand-standard service from day one of operations. This is a pre-opening critical role requiring hands-on training delivery, and readiness reporting to Operations Director.

Key Responsibilities

1- Pre-Opening Training Planning

• Build the Front Office training plan and timeline aligned to the property's opening date, working backward from go-live to ensure all staff are certified and ready.
• Partner with property leadership to identify training needs across all FO sub-departments (Reception, Guest Services, Concierge, Bell/Door, and Business Center if applicable).
• Adapt and localize brand/company training curricula (SOPs, PMS systems, guest service standards, upselling, safety/emergency procedures) for the new property.

2- Training Delivery

• Conduct classroom, on-the-job, and simulation-based training for new Front Office hires, covering systems (PMS, POS, key systems), SOPs, service standards, and brand culture.
• Run PMS and technology training sessions (e.g., Opera, Odoo) to ensure operational fluency before opening.
• Deliver soft-skills training: guest service recovery, upselling, communication standards, and grooming/presentation standards.
• Lead mock check-in/check-out drills, simulated arrivals, and stress-testing exercises to validate readiness.

3- Readiness Assessment & Certification

• Develop and administer competency assessments, role-plays, and certification checklists for each FO position.
• Track individual and team training completion; maintain readiness dashboards for leadership review.
• Identify skill gaps and provide targeted coaching or refresher sessions before opening.

4- Documentation & Compliance

• Maintain training records, attendance logs, and certification files in compliance with brand and company standards.
• Ensure all training materials (manuals, checklists, quick-reference guides) are updated, accurate, and available for ongoing use post-opening.

5- Cross-Functional Support

• Support the broader pre-opening training calendar (e.g., all-associate orientation, brand culture sessions) as needed.
• Coordinate with Human Resources on new hire onboarding schedules to align with training timelines.
• Act as a resource for property leadership during the initial post-opening stabilization period, providing on-the-floor coaching and support.

• 100% salary during probation.
• 13th-month bonus.
• Participate in Social, Health, and Unemployment Insurance.
• Young and dynamic working environment.
• Performance-based evaluation with fast career growth opportunities.
• Employee discounts for company services.

Qualifications

• Minimum 3–5 years of Front Office / Guest Services experience in a premium or luxury hotel/resort setting, with at least 1-2 years in a training, supervisory, or L&D role.
• Prior hotel pre-opening experience strongly preferred.
• Working knowledge of hotel PMS systems (Opera or similar).
• Strong presentation, facilitation, and coaching skills.
• Excellent organizational skills with the ability to manage multiple training tracks and deadlines simultaneously.
• Strong written and verbal communication skills.
• Flexible schedule availability, including evenings/weekends as required during pre-opening ramp-up.

• CV