Calling all experience creators
Let's go to the pub"
Chances are, it's one of ours.
The cornerstone of over 350 Australian communities, ALH owns and operates more pubs than anyone.
In every community, the pub is where stories are made and retold.
A place to escape, and feel at home.
With passion on tap, our team adds to every pub's story.
A great local is made up of great people.
And together, both sides of the bar create something special.
About Us
ALH owns and operates more pubs than anyone in over 350 Australian communities.
In every community, the pub is where stories are made and retold.
A place to escape and feel at home.
With passion on tap, our team adds to every pub's story.
A great local is made up of great people.
Together, both sides of the bar create something special.
About The Role
TheTraining Specialist - Guest Experienceis a critical, hands-on role responsible for the design, development, and delivery of our front-line guest experience training.
Responsibilities
Design, create, and maintain a comprehensive library of guest experience training modules, including facilitator guides, participant workbooks, job aids, and e-learning content.
Develop specialised training programmes focused on key touchpoints of the guest journey: Connection, Experience and Loyalty as well as Sequence of Service.
Collaborate with operations leaders and the group Capability team to ensure all training content is practical, relevant to the on-the-ground realities of hotel operations, and aligned with our service standards.
Support the design and development of key digital resources, including training videos and digital learning modules.
Continuously update and modernise training materials to reflect new industry trends, technologies, and guest expectations.
Deliver dynamic, engaging, and interactive training sessions (in-person and virtual) to front-line team members, management teams, and new hires.
Travel to venues to conduct on-site training, particularly for Renewal launches, new hotel acquisitions and properties requiring intensive service improvement.
Implement a "Train-the-Trainer" programme to empower departmental managers and supervisors to conduct ongoing reinforcement training.
Adapt facilitation style to diverse audiences, learning styles and property needs.
Analyse mystery shopper reports, Voice of Guest (VOG) and online reviews to pinpoint specific service gaps, behavioural trends and areas for improvement.
Conduct comprehensive training needs assessments for newly acquired hotels to create a tailored integration and guest experience culture onboarding plan.
Manage the logistics and scheduling of front-line training initiatives.
Work with leadership to measure the effectiveness and ROI of training programmes by tracking improvements in key metrics (e.g. mystery shop scores, GSS, team member engagement).
Provide regular reports to stakeholders on training activities, progress and outcomes.
What do we need from you
Proven track record (ideally within high-volume F&B, hotel or entertainment sectors) of translating operational knowledge into engaging, actionable training.
Bachelor's degree in Hospitality Management, Human Resources, Education or a related field (or equivalent practical experience).
3-5+ years of experience in a training and development role with a demonstrated focus on customer service, hospitality or retail environments.
Proven experience in instructional design, including creating engaging content for both in-person and digital learning platforms.
Exceptional facilitation, public speaking and presentation skills; must be able to command a room, foster participation and create a positive learning environment.
Strong understanding of adult learning principles and service training methodologies.
Ability to travel significantly interstate to various hotel properties as required.
Benefits
An exclusive discount card for ALH Hotels pubs & accommodation, BWS, Dan Murphy's and other Endeavour Group brands.
Through our partnership with Woolworths, you'll also enjoy discounts at Woolies supermarkets and BIG W.
Access to a range of free services to support your physical, mental and financial wellbeing.
Opportunity to grow with Endeavour Group through dedicated learning and development options.
Find out more about our range of benefits and discounts here.
At Endeavour, we value being a workplace where everyone's welcome – if you meet a number of the requirements (and not all), we encourage you to apply.
Seniority Level
Mid-Senior level
Employment Type
Full-time
Job Function
Human Resources
Retail
#J-*****-Ljbffr