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.
Company Description
Calling all experience creators
Opportunities to play a critical role in the development and delivery of our Guest Experience training.
Bring your passion for the hospitality industry and training & development experience to this great opportunity.
Job Description
The Training Specialist - Guest Experience is a critical, hands-on role responsible for the design, development, and delivery of our front-line guest experience training.
Addressing key focus areas:
Renewals: Training team for venue refurbishment / renewals launch and ensuring consistent brand standard execution.
Onboarding: Integrating newly acquired hotels with our core service standards.
Performance Improvement: Addressing service gaps identified through mystery shopper reports and guest feedback.
This role will be the champion of our service culture, ensuring that front of house team members have the skills and confidence to deliver an outstanding guest experience.
The ultimate goal is to build and maintain a robust, sustainable, and best-in-class guest experience training framework that directly elevates guest satisfaction, loyalty, and overall hotel performance.
Travel: This position will require significant travel to our various hotel venues and properties; applicants must be available to travel as part of the requirements.
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 programs 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 training content is practical, relevant to on-the-ground realities of hotel operations, and aligned with our service standards.
Support 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 and new hotel acquisitions.
Implement a "Train-the-Trainer" program to empower departmental managers and supervisors to conduct ongoing reinforcement training.
Adapt facilitation style to diverse audiences, learning styles, and property needs.
Analyze mystery shopper reports, Voice of Guest (VOG), and online reviews to pinpoint specific service gaps, behavioral 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 logistics and scheduling of Top Shelf front-line training initiatives.
Work with leadership to measure the effectiveness and ROI of training programs 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.
Qualifications
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 related field (or equivalent practical experience).
3-5+ years of experience in a training and development role, focusing on customer service, hospitality, or retail environments.
Proven experience in instructional design, creating engaging content for both in-person and digital learning platforms.
Exceptional facilitation, public speaking, and presentation skills; must command a room and foster participation.
Strong understanding of adult learning principles and service training methodologies.
Ability to travel significantly interstate to various hotel properties as required.
Benefits
Exclusive discount card for ALH Hotels pubs & accommodation, BWS, Dan Murphy's, and other Endeavour Group brands; enjoy discounts at Woolworths supermarkets and BIG W through our partnership with Woolworths.
Access to a range of free services supporting physical, mental, and financial wellbeing.
Opportunities for growth through Endeavour Group's dedicated learning and development options.
Additional benefits and discounts available – find out more through the company portal.
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.
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