Learning & Development Specialist

The Learning & Development Specialist co-designs, delivers, and manages the KOFISI Academy — the internal platform responsible for developing hospitality excellence, operational skills, and leadership capability across all KOFISI teams. The role exists to ensure that every KOFISI employee, regardless of location, is trained to the same high standard and equipped with the skills to deliver an exceptional member experience.

Key Responsibilities

1.         Training Facilitation & Delivery

• Organize and lead interactive training sessions, workshops, and e-learning modules across KOFISI locations, adapting delivery style to different audiences from front-line staff through to department heads.

• Foster engagement by incorporating modern learning techniques such as scenario-based learning, simulations, peer learning, and gamification, ensuring all delivery reflects KOFISI five-star hospitality standards.

• Travel to KOFISI Centres across Africa and the Middle East as required to deliver in-person training and inductions.

2.       Academy Programme Execution & Post-Training Skills Embedding

• Lead the rollout of training sessions across KOFISI locations, building and maintaining the Academy calendar and coordinating scheduling, logistics, and participant management.

• Proactively engage centre managers between training cycles to identify performance gaps, follow up on skill application, and support management in addressing issues on the floor.

• Collaborate with line managers to embed learning in day-to-day operations, recognizing that post-training skills application is a shared accountability between the trainer and the relevant manager.

3.       Evaluation, Reporting & Continuous Improvement

• Implement assessments and evaluations to measure training effectiveness at knowledge, behavior, and business impact levels, tracking completion rates, retention scores, and performance improvements.

• Provide regular training impact reports to the Head of Education and senior leadership, highlighting what is working, what needs refinement, and where training investment delivers measurable results.

• Continuously improve programmes based on evaluation data, stakeholder feedback, and changes in business priorities or operational context.

4.       Learning Needs Assessment & Content Development

• Conduct training needs assessments by engaging centre managers and department heads, using performance data, surveys, and direct observation to identify skill gaps.

• Develop practical training content covering hospitality excellence, customer service, F&B operations, leadership, and team management, ensuring all content is tied to measurable performance outcomes.

• Update and refine content to reflect evolving business needs, industry trends, and employee expectations, with curriculum design treated as an aspirational strength of the role.

5.       Stakeholder Management & Cross Departmental Collaboration

•  Build strong working relationships with centre managers, department heads, and senior leadership to surface training priorities and ensure learning reflects real operational requirements.

•  Work across F&B, Operations, Sales, and other departments to ensure the Academy program addresses genuine performance needs rather than theoretical standards.

•     Support managers in reinforcing learning on the floor, helping embed a culture of continuous improvement across KOFISI.

6.       LMS, Digital Learning & Presentation Tools

•      Own and manage the Learning Management System (LMS), ensuring content is current, accessible, and properly tracked; leverage existing infrastructure such as Zoho where applicable rather than building from scratch.

•       Demonstrate sufficient tech literacy to select appropriate platforms for remote and blended learning delivery, including the ability to utilize tools such as Microsoft Teams for features like breakout rooms.

•       Produce high-quality training materials and documentation using word processing and presentation software, including Microsoft Word and PowerPoint, to a professional standard.

Qualification & Skills

• Experience: 3 to 5 years in Learning & Development, with a demonstrated track record of delivering engaging training programmes across diverse teams and levels.

• Facilitation: Primary strength must be in delivery and facilitation — dynamic, articulate, and experienced in leading sessions that drive real behavior change, not just knowledge transfer.

• Proactivity: Self-directed and proactive, comfortable working independently during quieter periods to identify needs and maintain momentum without waiting to be directed.

• LMS & Digital Tools: Proficient with a Learning Management System (Zoho, or equivalent). Able to select and use digital platforms for remote training delivery. Strong proficiency in Microsoft Word and PowerPoint is required.

• Hospitality Experience: A background in hospitality, premium service, or a member experience environment is a desirable bonus, not a mandatory requirement.

• Curriculum Builder: Able to work backwards from a performance gap to a structured training solution. Treated as an aspirational attribute — strong facilitation skills take priority in the selection decision.

• Qualifications: Degree in Education, Human Resources, Business Administration, Hospitality Management, or a related field. Certification in Learning & Development (CIPD, ATD, or equivalent) is a plus but not essential.