Description

We are looking for an experienced, passionate, and dynamic Customer Service Trainer to join our hospitality team. The successful candidate will be responsible for developing and delivering engaging training programs that equip employees with the skills needed to provide exceptional guest experiences and maintain high service standards.

Key Responsibilities:

• Develop and deliver customer service training programs for hospitality staff.
• Train employees on professional communication, guest engagement, service etiquette, and complaint handling.
• Conduct onboarding and induction training for new employees.
• Assess staff performance and identify training and development needs.
• Conduct practical coaching sessions and role-playing exercises to improve service delivery.
• Develop training materials, manuals, presentations, and standard operating procedures.
• Monitor customer feedback and work with management to address service gaps.
• Ensure staff consistently uphold the company’s customer service standards.
• Support supervisors and managers in improving team performance and guest satisfaction.
• Conduct refresher training and follow-up evaluations to measure training effectiveness.
• Promote a positive, professional, customer-focused culture across the organization.

Requirements:

• Degree or Diploma in Hospitality Management, Hotel Management, Customer Service, Business Administration, Training and Development, or a related field.
• Proven experience as a Customer Service Trainer, Learning and Development Trainer, Hospitality Trainer, or similar role.
• Previous experience working in the hospitality, hotel, restaurant, or food and beverage industry is highly preferred.
• Strong understanding of customer service principles and guest experience standards.
• Excellent presentation, communication, coaching, and interpersonal skills.
• Ability to engage, motivate, and train employees at different levels.
• Experience in developing training materials and evaluating training outcomes.
• Strong problem-solving skills and the ability to handle customer service challenges effectively.
• A professional, confident, energetic, and approachable personality.

• Develop and deliver customer service training programs for hospitality staff.
• Train employees on professional communication, guest engagement, service etiquette, and complaint handling.
• Conduct onboarding and induction training for new employees.
• Assess staff performance and identify training and development needs.
• Conduct practical coaching sessions and role-playing exercises to improve service delivery.
• Develop training materials, manuals, presentations, and standard operating procedures.
• Monitor customer feedback and work with management to address service gaps.
• Ensure staff consistently uphold the company’s customer service standards.
• Support supervisors and managers in improving team performance and guest satisfaction.
• Conduct refresher training and follow-up evaluations to measure training effectiveness.
• Promote a positive, professional, customer-focused culture across the organization.

• Excellent presentation skills
• Excellent communication skills
• Excellent coaching skills
• Excellent interpersonal skills
• Ability to engage employees
• Ability to motivate employees
• Ability to train employees at different levels
• Experience in developing training materials
• Experience in evaluating training outcomes
• Strong problem-solving skills
• Ability to handle customer service challenges effectively

• Degree or Diploma in Hospitality Management, Hotel Management, Customer Service, Business Administration, Training and Development, or a related field.
• Proven experience as a Customer Service Trainer, Learning and Development Trainer, Hospitality Trainer, or similar role.
• Previous experience working in the hospitality, hotel, restaurant, or food and beverage industry is highly preferred.
• Strong understanding of customer service principles and guest experience standards.
• A professional, confident, energetic, and approachable personality.