Position Summary

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The Assistant Manager – L&D; will be responsible for designing, delivering, and evaluating training programs to enhance the performance, engagement, and development of employees across all airport hospitality operations. This role supports the implementation of learning initiatives aligned with organizational goals and brand standards, with a strong focus on service excellence in a dynamic airport environment.

Key Responsibilities

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1.Learning Design & Delivery

- Design, develop, and deliver engaging training programs including onboarding, soft skills, customer service, operational procedures, and leadership development.

- Facilitate classroom, virtual, and on-the-job training sessions for frontline, supervisory, and mid-level teams.

- Localize global training content to fit the brand tone, airport-specific needs, and customer profiles.

2.Training Coordination & Logistics

- Plan and schedule training sessions in coordination with department heads and operational leads.

- Manage training logistics such as materials, venues, attendance tracking, and evaluation forms.

- Maintain updated training records and reports for audits and compliance.

3.Performance & Quality Enhancement

- Monitor training effectiveness through feedback, assessments, and KPIs like customer satisfaction scores and service recovery metrics.





- Collaborate with Quality and Operations teams to identify performance gaps and recommend learning interventions.

4.Stakeholder Management

- Work closely with cross-functional teams including Operations, Guest Services, Housekeeping, and F&B; to align training with business needs.

- Liaise with external training partners and certification agencies when required.

Requirements

Qualifications &

Skills

- Bachelor’s degree in HR, Hospitality Management, Psychology, or related field.

- 4–6 years of experience in Learning & Development, preferably in the hospitality, aviation, or retail sector.

- Strong facilitation and public speaking skills.

- Hands-on experience with learning management systems (LMS), digital training tools, and content creation platforms.

- Excellent interpersonal, organizational, and analytical skills.

- Passion for guest service, team development, and continuous improvement.

- Prior experience working in an airport or high-volume hospitality setting.

Perks

https://encalmit-my.sharepoint.com/:v:/g/personal/vrinda_jain_encalm_com/EUBDXxxBBvlPjc3E8S03dJEBpnAyLOreU05H7fO_yP9gUw?e=XXuUNf&nav;=eyJyZWZlcnJhbEluZm8iOnsicmVmZXJyYWxBcHAiOiJTdHJlYW1XZWJBcHAiLCJyZWZlcnJhbFZpZXciOiJTaGFyZURpYWxvZy1MaW5rIiwicmVmZXJyYWxBcHBQbGF0Zm9ybSI6IldlYiIsInJlZmVycmFsTW9kZSI6InZpZXcifX0=

📌 EH-LnD--AM - Assistant Manager LnD (Delhi)
🏢 Encalm Hospitality
📍 Delhi