Manager, Hospitality and Professional Development Training

Director of Training, MAB Academy

The Manager, Hospitality Training & Professional Development is responsible for leading, designing, and delivering high-quality hospitality, customer service, and professional development training programs for both internal MAG business units and external clients. This role oversees the end-to-end training cycle including needs analysis, curriculum development, class delivery, quality assurance, and continuous improvement to ensure all programs meet organisational standards, regulatory requirements (where applicable), and industry best practices.

Leadership & Operational Management

• Provide strategic and operational leadership to the Hospitality and Professional Development Training unit, ensuring alignment with organisational goals, service culture standards, and regulatory expectation.
• Oversee the end-to-end delivery of all training programs to ensure consistency, quality, and operational efficiency.
• Lead the design and development of new programs, modules, and learning solutions that support business growth and elevate customer experience standards.
• Ensure all processes, documentation, and governance practices comply with company policies, audit requirements, and relevant authority standards.
• Drive continuous improvement across training quality, operational workflow, learner experience, and resource utilisation.

Team Performance & People Development

• Lead, motivate, and coach a team of instructors to build a high-performing, collaborative, and accountable unit.
• Oversee workforce planning, instructor readiness, competency development, and continuous upskilling.
• Foster a culture of innovation, service excellence, and professional learning within the team.

Project & Programme Delivery

• Manage the scheduling, planning, and execution of all training projects and initiatives across internal and external stakeholders

Financial Planning & Revenue Generation

• Oversees budgeting, forecasting, and financial management for the unit while driving revenue growth through commercially viable programs, optimizing instructor utilization, and monitoring financial performance for new spanet opportunities.

Stakeholder & External Relations

• Build and maintain strong relationships with internal business units, external organisations & clients, industry partners, and regulatory authorities.
• Represent MABA professionally and support strategic partnership related to service culture, training standards, safety compliance, and customer experience improvement.

• Degree/ Professional qualification or its equivalent from a recognised higher institution with at least five (05) years of related experience; or
• Diploma/ STPM or its equivalent with 10 years of relevant working experience
• HRDC TTT accreditation
• At least 5 years of experience as a customer experience specialist, or a similar, or Training and consulting background

• Strong expertise in adult learning, instructional design, and competency-based training, including virtual and blended delivery.
• Solid foundation in hospitality, customer experience, and service culture, preferably within airline, hotel, tourism, or customer-facing sectors.
• Strong stakeholder management skills with the ability to influence and communicate effectively across all organisational levels.