Training & Development Manager

Happy Camper•Chicago, IL

5d•Onsite

About The Position

Happy Hospitality is seeking a strategic, hands-on Training & Development Manager to lead the development and execution of front-of-house training across our restaurants. This role is responsible for building and maintaining comprehensive training programs, ensuring operational consistency, and developing teams that deliver exceptional hospitality at every guest interaction. As the owner of our front-of-house learning and development strategy, the Training & Development Manager will create standardized training materials, coach managers and hourly team members, and continuously evaluate training effectiveness to drive performance, retention, and guest satisfaction. Working closely with Operations and Leadership, this individual will help shape the culture, service standards, and leadership development that define the Happy Hospitality experience. This role is ideal for someone who thrives on the restaurant floor, enjoys developing people, and is passionate about creating systems that support long-term operational excellence.

Requirements

3–5+ years of restaurant or hospitality management experience, with prior training, learning and development, or multi-unit operations experience preferred.
Minimum of 2 years of experience leading training programs within a full-service restaurant environment.
Demonstrated success developing both hourly employees and management teams through coaching and structured learning programs.
Strong knowledge of front-of-house restaurant operations, guest service standards, food safety, and responsible alcohol service.
ServSafe and BASSET/TIPS certification, or the ability to obtain certification upon hire.
Excellent communication, facilitation, presentation, and interpersonal skills with the ability to influence and coach employees at all levels.
Highly organized with exceptional project management skills and the ability to manage multiple priorities simultaneously.
Proficient with restaurant POS systems, reservation platforms, Microsoft Office, Google Workspace, and learning management software.
Flexible schedule with the ability to work evenings, weekends, and holidays as needed to support training initiatives.
Bachelor's degree in Hospitality Management, Business Administration, Human Resources, Education, or a related field preferred, or equivalent combination of education and industry experience.
ServSafe Manager Certification
Basset Certification
Allergen Certification
Must be eligible to legally work in the United States.

Nice To Haves

Prior training, learning and development, or multi-unit operations experience preferred.

Responsibilities

Develop, implement, and continuously improve front-of-house training programs, training manuals, SOPs, and operational playbooks for all FOH positions.
Lead all front-of-house training initiatives, hands-on floor training, refresher courses, and ongoing professional development for hourly employees and management.
Coach and develop front-of-house managers and shift leaders through observation, feedback, and leadership development, partnering with Operations to identify performance trends and training opportunities.
Collaborate with Operations and Executive Leadership to assess training needs, identify operational gaps, and implement targeted development plans that improve service execution and team performance.
Facilitate training on POS systems, reservation platforms, menu knowledge, beverage programs, service standards, sales techniques, guest recovery, and company policies.
Measure the effectiveness of training programs through performance metrics, floor observations, coaching sessions, and employee feedback, using results to continuously enhance learning initiatives.
Maintain accurate training documentation, certification records, and compliance tracking while ensuring all employees remain current on required food safety, alcohol service, and regulatory certifications.
Support recruiting and talent development by participating in interviews, evaluating service aptitude during working interviews, and assisting with onboarding and career development initiatives.
Champion a culture of hospitality, accountability, and continuous learning by reinforcing brand standards and delivering consistent coaching across all restaurant locations.
Ensure all training programs and practices remain compliant with applicable federal, state, and local employment, health, safety, and labor regulations.