Team Leader - Operations

Position: QSR Trainer

Department: Operations / Training

Location: Goa

Experience: 2–5 years in QSR / Café / Restaurant / Hospitality Operations

Role Objective

To train, coach and develop outlet teams to consistently deliver excellent customer service, product quality, hygiene, speed and adherence to company SOPs across all QSR outlets.

Key Responsibilities

• Conduct induction and on-the-job training for new and existing crew.
• Train teams on SOPs, menu/product knowledge, food preparation, portion control and presentation.
• Train employees on customer service, order taking, POS, billing, cash handling and upselling.
• Ensure compliance with food safety, hygiene, grooming and cleanliness standards.
• Conduct practical assessments and certify employees on key operational skills.
• Visit outlets regularly to identify training and performance gaps.
• Conduct refresher training and corrective coaching wherever required.
• Support implementation of new products, processes and SOPs.
• Work closely with Café Managers and Operations to improve speed of service, order accuracy and customer experience.
• Support operational audits and ensure corrective actions are implemented.
• Maintain training attendance, assessment records, skill matrices and monthly training reports.
• Assist in training teams for new outlet openings.

Candidate Profile

• 2–5 years of hands-on experience in QSR, café, restaurant or hospitality operations.
• Prior experience as a QSR Trainer, Café Manager, Restaurant Supervisor, Operations Executive or similar role preferred.
• Strong practical understanding of QSR operations and SOP implementation.
• Excellent communication, coaching and interpersonal skills.
• Comfortable conducting on-floor, hands-on training, not just classroom sessions.
• Good knowledge of food safety, hygiene and customer service standards.
• Ability to identify performance gaps and coach employees effectively.
• Basic MS Office / Google Workspace and reporting skills.
• Willingness to travel between outlets.
• Energetic, disciplined, proactive and comfortable working in a fast-paced environment.

Key Performance Indicators

• Training completion and certification
• SOP compliance
• Improvement in outlet audit scores
• Service speed and order accuracy
• Customer service standards
• Reduction in recurring operational errors
• New-joiner training effectiveness
• Employee skill and competency improvement

Ideal Candidate:

Someone who can train, demonstrate, coach, observe and correct employees on the floor—and ensure that training actually translates into better outlet performance.