Front-Line Guest Experience Training Specialist
About the Role
The front-line guest experience training specialist is a critical, hands-on role responsible for the design, development, and delivery of our front-line guest experience training. This position requires a proven track record of translating operational knowledge into engaging, actionable training.
* 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.
Requirements
To succeed in this role, you will need:
* A proven track record 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
We offer:
* 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.