Birds of Paradise is Singapore's only Michelin Guide-selected gelato brand, known for our botanical flavours and gelato experiences across 7 boutiques islandwide. We're looking for a Training & Quality Executive / Senior Executive to deliver the day-to-day training that builds boutique teams' confidence and consistency, while supporting audits and managing customer feedback.
RESPONSIBILITIES
- Independently lead training for new boutique openings, from planning through execution
- Deputise for the Training & Quality Manager on routine audits and day-to-day decisions in their absence
- Contribute to the design and ongoing improvement of training materials and programmes, not just their upkeep
- Coordinate and deliver day-to-day training — onboarding, on-the-job training, and refresher sessions — across boutique and HQ employees
- Independently manage customer feedback, reviews, and enquiries, and work cross-departmentally to resolve issues
- Support boutique audits and follow-up visits, recording findings and helping close out corrective actions
WHAT WE'RE LOOKING FOR
- Min. 3 years of relevant experience in training or facilitation, with proven experience in customer service management
- Experience in F&B, retail, or hospitality preferred
- A clear, patient communicator who enjoys helping others learn, with strong interpersonal and customer service skills
- Organised, hands-on, and comfortable training on the ground in boutique environments
- Diploma in Human Resource, Hospitality, Business, or a related field; training certification a plus
REPORTING LINE
Reports to Training & Quality Manager
SUCCESS IS WHEN
Training goes beyond running on schedule — it builds capability, so employees deliver consistently excellent, quality-driven service. New joiners get a welcoming, consistent start, and ongoing coaching and assessment are timely and practical. Audits close out with findings tracked, and customer feedback is resolved to brand standard — turning moments of disappointment into renewed trust and delight.