Trainer

Trainer & Auditor

Location: Mumbai (Travel Required)

Reports To: Founder / Operations Head

Role Summary

The Trainer & Auditor is responsible for ensuring that every Happidli outlet consistently delivers the same authentic food, customer experience, and operational excellence. This role combines hands-on training with rigorous auditing to maintain brand standards across all existing and future stores.

The ideal candidate is highly detail-oriented, an excellent communicator, and passionate about coaching teams while holding them accountable to SOPs. They will act as the brand guardian, ensuring that every Happidli store reflects the company's values, quality standards, and customer promise.

Key Responsibilities

1. Training & DevelopmentConduct structured induction and on-the-job training for all new team members.

• Train staff on recipes, SOPs, hygiene, customer service, billing, and daily store operations.
• Demonstrate best practices through practical, hands-on sessions.
• Continuously refresh and upgrade the skills of existing staff through periodic training programs.
• Ensure every employee understands not just the "how" but also the "why" behind each SOP.

2. Certification & Skill AssessmentEvaluate each trainee through practical and theoretical assessments.

• Certify employees only after they meet Happidli's competency standards.
• Maintain training records, certification status, and re-certification schedules.
• Identify skill gaps and create improvement plans for underperforming team members.
• Recommend additional coaching wherever required before certification.

3. Store Audits & ComplianceConduct scheduled audits across all Happidli outlets.

• Carry out surprise audits to ensure day-to-day compliance with SOPs.
• Travel regularly across Mumbai and nearby regions to visit stores.
• Audit product quality, food consistency, hygiene, customer service, store cleanliness, equipment handling, and operational discipline.
• Share detailed audit reports with management, highlighting strengths, observations, and corrective actions.

4. Product Quality & Customer ExperienceEnsure products are prepared exactly as per approved recipes and standards.

• Monitor consistency in taste, presentation, portion size, and food quality across all outlets.
• Evaluate customer interactions and service standards.
• Identify recurring operational issues affecting customer satisfaction.
• Work closely with store teams to implement immediate corrective actions.

5. Operational ExcellenceAudit adherence to all operational SOPs and checklists.

• Verify cleanliness, food safety, storage practices, inventory handling, and equipment usage.
• Ensure stores comply with Happidli's operational standards at all times.
• Monitor implementation of new systems, processes, and operational improvements.
• Provide practical recommendations to improve efficiency without compromising quality.

6. Communication & CoordinationAct as the single point of contact for all matters related to:

• Product Quality
• Customer Service Standards
• Store Operations Audits
• Build strong working relationships with store staff, store managers, central kitchen teams, and management.
• Communicate audit findings professionally and constructively.
• Follow up with stores until corrective actions are successfully implemented.

7. Continuous ImprovementUpdate training material as products, SOPs, or systems evolve.

• Suggest improvements to recipes, training methods, and operational processes.
• Share best practices across all outlets.
• Help build a culture of learning, accountability, and operational excellence.
• Key Performance Indicators (KPIs)Employee certification success rate
• Training completion within planned timelines
• Store audit scores
• SOP compliance percentage
• Product quality consistency across stores
• Customer service audit ratings
• Reduction in repeat operational observations
• Speed of corrective action closure
• Hygiene and food safety compliance scores
• Team feedback on training effectiveness
• Required SkillsExceptional attention to detail
• Strong training and coaching abilities
• Excellent observation and auditing skills
• Outstanding verbal and written communication
• Ability to provide constructive feedback while maintaining positive relationships
• Strong organizational and reporting skills
• High level of integrity and objectivity
• Basic computer proficiency (Google Sheets, Docs, Forms, WhatsApp, presentation tools)
• Willingness to travel extensively across Mumbai and surrounding areas

Language Requirements

The ideal candidate should be comfortable communicating with diverse teams and customers across Mumbai. Fluency in the following is preferred:

• English
• Hindi
• Marathi (preferred but not mandatory)

The ability to switch comfortably between languages based on the audience is highly desirable.

Preferred Qualifications

Bachelor's degree or Diploma in Hospitality, Hotel Management, Food Production, Retail Operations, or a related field.

• 3–5 years of experience in restaurant training, QSR operations, hospitality quality assurance, or multi-unit store auditing.
• Experience in developing SOPs, conducting operational audits, and training frontline teams is preferred.
• Prior experience in South Indian cuisine or café/QSR formats is an advantage.

What Success Looks Like

A successful Trainer & Auditor ensures that every Happidli outlet—regardless of location or team—delivers the same authentic food, exceptional customer service, and operational discipline. They build confident, certified teams, identify gaps before they become problems, and uphold the brand's standards through consistent training, transparent audits, and continuous improvement. They are the custodians of the Happidli experience, ensuring every guest receives the same quality and warmth at every store.