Trainer FOH

About the role

Develop and implement FOH service standards to ensure a consistent guest experience across all Toko Bakmi Kita outlets. Conduct training for FOH teams, including Waiter, Cashier, Captain, Supervisor, and Restaurant Manager, covering service sequence, hospitality, product knowledge, suggestive selling, complaint handling, grooming, and communication. Conduct regular on-the-job training, roleplay, and floor coaching to improve service performance during actual restaurant operations.

Key responsibilities

• Observe and assess FOH performance, identify skill and competency gaps, and develop appropriate training and improvement programs

• Develop training materials, SOPs, service guidelines, competency assessments, and FOH certification standards

• Conduct regular service audits across outlets and provide clear corrective action plans based on findings

• Analyze customer feedback and service-related complaints to identify recurring issues and translate them into training initiatives

• Develop and coach internal trainers / service champions at each outlet to ensure continuous training and consistent service standards

• Work closely with Restaurant Managers and Operations team to ensure training standards are consistently implemented in daily operations

• Monitor and measure training effectiveness through service audit scores, competency assessments, customer feedback, complaint trends, and other service performance indicators

• Build a strong service and hospitality culture that reflects the Toko Bakmi Kita brand

About you

• Minimum 5 years of experience in restaurant operations, hospitality, or F&B service, with experience as a Service Trainer, FOH Trainer, Restaurant Supervisor/Manager, or similar role

• Strong understanding of restaurant FOH operations and guest service standards

• Proven experience conducting training, coaching, and practical/on-the-job training

• Able to develop structured training materials, assessments, and service SOPs

• Strong communication, presentation, coaching, and interpersonal skills

• Hands-on and comfortable working directly on the restaurant floor

• Strong observation and analytical skills in identifying service and performance gaps

• Experience in casual dining or hospitality groups is preferred

• Experience implementing Train-the-Trainer or competency certification programs is a plus

• Willing to work mobile across Toko Bakmi Kita outlets in Serang and Jabodetabek