City Trainer

Job Purpose

The purpose of the Field Trainer role is to implement, and monitor training programs to enhance the skills and competencies of team members for new / existing kitchens . This ensures alignment with NSO Brands operational standards, brand values, and customer expectations.

Job Dimensions:DesignationCity TrainerGrade5Scope of the RoleThe Field Trainer plays a pivotal role in ensuring employees are equipped with the skills and knowledge to maintain operational excellence at POD Levels. The scope of work includes, but is not limited to:

#Training Delivery

#Sensory Evaluation of Vendor Products, Provide categorical and very objective feedback

#Buddy Training

# Quality Assurance and Performance Managements

#Operational Support

#Coaching and Development

#Monitoring and Evaluation

#Collaboration and Reporting

Reporting HierarchyRole Reports toTraining Manager – CorporateDotted line reporting (if any):Nil

Roles Reporting to this role

Nil

No. of Reporting Levels:NilNo. of Reporting Teams:NilJob DescriptionAreas of ResponsibilityIndicative Activities

Training and Delivery

Conduct hands-on training sessions for restaurant shift managers, and store managers. ( Buddies )Facilitate onboarding programs for new hires ( alogn with Buddy trainer)Facilitate and help in order to understand detailed and unbiased RCA for customer complaints .Food Safety- Food Preparation and other related activites, from receiving to serving, are in compliance with food safety standard.Effectively implement and Provide ongoing training on Recipe SOP, New opearation process & Flow, and review time to time to ensure Policies & Procedures are guiding the opeation team to achieve metrics.Ensure the POD goes through a indepth Culinary Training before the new store opening or a New Brand implementation.

Food Sensory

Conduct PODs Level Sensory for food products for all session ( Break Fast, Lunch, Snack and Dinner .Conduct Mystery Order to review Service performance against the standard ( Packaging, Receip Adherence, and delivery experience)

To be able to train the team and also take calls on certain aligned POD interventions like assembly of food , seasonings , and garnishing etcShare the sensory report to concerns stakeholder in an unbiased manner without any pre-notions

Quality Assurance & Performance Management

Monitor and assess the performance of kitchen teams through regular quality checks and feedback sessions and be responsible for CX Ratings and other call outsImplement a robust evaluation and certification system to ensure that all trained staff meet the desired culinary and service standards.

Use key performance indicators (KPIs) to measure the effectiveness of training programs and adjust strategies accordingly.

Operations Support

Ensure each staff is trained on Kitchen equipment operating procedure and preventive miantanence procedure to increase efficiency and reduce cost.Support new store openings and ensure teams are well-prepared for launch.Conduct refresher training sessions to ensure compliance with updated Daily/ Cafe standards or policies.Support store teams in meeting and exceeding customer satisfaction targets.

Coaching and Development

Provide tailored coaching to team members to improve specific competencies, such as:

# Operational efficiency.

# Customer complaints/ IGCC/ other business metrics .

# Food preparation and PackagingProvide real-time, actionable feedback during and after training sessions.Collaborate with management to identify high-potential employees for leadership development programs.Conduct regular follow-ups to ensure the implementation of learned skills on the job.

Monitoring and Evaluation

Maintain accurate training records, including attendance, performance evaluations, and feedback.Develop reports on training outcomes and share actionable insights with the operations team.Regularly update training materials to align with the latest Daily/ Cafe procedures and standards.Implement continuous improvement strategies for training programs.

Collaboration and Reporting

Work closely with the operations and NPD team to align training initiatives with business goals.Prepare training reports and share insights with senior management.Coordinate with the HR and operations departments for workforce development strategies.

Work closely with Unit Manager and area manager/ City head to align training with business goals.