Training Manager

ABOUT THE COMPANY

Barista & Co. is a family-owned business that was established in 2016 with the simple idea of serving coffee at events. In a bid to be in direct control of the entire process, we started our Coffee Roastery in 2018. Our passionate, dedicated and knowledgeable team directly engaged farmers to better understand the coffee we buy. We then carefully hand roast the coffee to highlight the natural characteristics of the coffee and thereafter brew coffee with scientific precision to ensure every cup of coffee we serve is excellent!
Our coffees are sourced from estates or co-operatives across Kenya. We are registered dealers at The Nairobi Coffee Exchange. Get in touch with us if you are looking to Import some of Kenya’s Finest Specialty Coffees

JOB SUMMARY

Role OverviewThe Training Manager is responsible for developing, implementing, and continuously improving all operational and leadership training programs across the business. The role ensures consistency in service standards, operational execution, customer experience, hygiene compliance, and brand delivery across all outlets.

RESPONSIBILITIES

1. Training Strategy & DevelopmentDevelop and implement a group-wide training frameworkCheck monthly training calendars for all departments and evaluate needDevelop onboarding programs including 30-60-90 day plansDesign and maintain SOP manuals and operational training systemsAlign all training programs with our brand standardsEnsure all training materials remain updated quarterly2. Operational Training ExecutionConduct classroom and practical floor training sessionsLead pre-opening and new branch training programsEnsure all new hires are operationally floor-readyConduct live operational coaching during peak periodsSupport operational teams with workflow improvement trainingEvaluate service standards and operational consistency across branches3. Leadership DevelopmentImplement Train-the-Trainer programsDevelop second-line leadership pipelinesCoach Branch Managers, Supervisors, and Team LeadersConduct leadership workshops on communication, discipline, motivation, and conflict resolutionIdentify high-potential staff for internal promotion pathwaysCreate succession development plans for critical operational roles4. Performance & Quality ControlConduct branch audits and operational assessments weeklyReview customer complaints and implement corrective trainingConduct mystery audits and service evaluationsTrack and improve branch KPI performanceMonitor SOP compliance across all departmentsEnsure corrective action plans are implemented effectively5. Compliance & SafetyEnsure food safety and hygiene compliance trainingMaintain audit-ready training documentationConduct safety drills and compliance refreshersEnsure all legal and operational certifications remain validTrain teams on health and safety procedures6. Content Creation & Systems ManagementCreate training videos, quizzes, and operational guidesMaintain digital training records and certification databasesDevelop cross-training matrices and staff competency trackersSupport implementation of digital LMS systemsMaintain training attendance and evaluation records7. Culture & Guest ExperienceTrain staff on premium guest engagement standardsDevelop guest recovery and complaint handling trainingEnsure consistency of service culture across all outletsSupport employee engagement and motivation initiativesKey Performance Indicators (KPIs)Training completion rateNew hire readiness timelineReduction in customer complaintsIncrease in customer satisfaction scoresImprovement in mystery audit resultsSOP compliance percentageStaff retention and internal promotion rateReduction in operational errors and wastageCross-training coverage percentageEmployee engagement improvementReduction in staff turnoverRequired Skills & Qualifications5–8+ years of hospitality training and operations experienceStrong food & beverage operational knowledgeExperience managing multi-outlet operationsExcellent leadership and coaching abilitiesStrong communication and presentation skillsExperience in SOP creation and implementationKnowledge of food safety and compliance standardsStrong organizational and reporting skillsAbility to work in high-pressure operational environmentsProficiency in POS systems and digital training toolsRecommended Supporting DocumentsAnnual Training CalendarTraining Attendance RegisterBranch Audit Checklist30-60-90 Day Onboarding PlansStaff Competency Assessment FormsLeadership Development PlansPerformance Improvement Plans (PIP)SOP Manuals for all departmentsCross-Training MatrixFood Safety Compliance TrackerTraining Feedback FormsBranch Handover ChecklistsMystery Audit TemplatesGuest Recovery Training Guides

REQUIRED SKILLS

Training delivery, Logistics planning and management, Training program planning, Restaurant management, Training requirements analysis, Human resource and personnel development, Customer service, Talent management and planning, Food and beverage, Interpersonal communication

REQUIRED EDUCATION

Bachelor's degree