Job Description

Location:

Dubai, UAE

Company:

Melodica Music & Dance Institute

About Melodica:

Melodica is the leading music and dance institute in the UAE with 25+ branches, dedicated to nurturing creativity and customer excellence. With a rapidly growing presence, we are committed to delivering top-quality experiences for students, parents, and staff.

Role Overview:

The

L&D Supervisor

will design, implement, and oversee training programs for

Front Desk teams

across all branches. This role ensures front desk employees are well-trained in customer service, sales, operational processes, and brand standards to deliver a seamless experience. The L&D Supervisor will act as a bridge between HR, Operations, and Branch Managers, driving consistency and performance excellence across all locations.

Key Responsibilities:

Training & Development

Develop, update, and deliver

training programs

for Front Desk teams (onboarding, customer service, upselling, complaint handling, operational systems, and soft skills). Conduct regular

classroom, on-the-job, and e-learning training sessions

. Design training manuals, SOPs, and toolkits tailored to front desk needs. Implement

sales and customer service workshops

to enhance student enrollment and retention.

Performance Management

Assess training needs through

branch audits, feedback, and performance reviews

. Monitor front desk staff performance and identify skill gaps. Work closely with Branch Managers to ensure consistency in standards and training effectiveness.

Coordination & Supervision

Supervise and mentor a team of

branch-based trainers/coordinators

. Ensure training schedules align with business requirements across

25+ branches

. Act as the main point of contact between HR, Operations, and Front Desk teams for training matters.

Quality Assurance

Regularly

visit branches

to observe service quality, provide feedback, and ensure adherence to SOPs. Maintain high standards of

customer satisfaction

and smooth front desk operations. Introduce

continuous improvement initiatives

based on industry best practices.

Requirements:

Bachelor's degree in HR, Business Administration, Education, or related field. 4-6 years' experience in

Training & Development, Customer Service Training, or Operations Training

(preferably in education, hospitality, or service industry). Strong understanding of

front desk operations, sales processes, and customer experience management

. Excellent facilitation, coaching, and presentation skills. Ability to travel frequently across branches in the UAE. Proficiency in MS Office; exposure to

LMS/e-learning platforms

preferred.

Key Competencies:

Strong leadership and supervisory skills. Excellent communication and interpersonal skills. Analytical mindset with the ability to measure training ROI. Customer-first attitude and high cultural awareness. Flexibility to manage multiple priorities across various locations.
Job Type: Full-time