Full-Time Training Specialist - Guest Experience

An exciting opportunity to play a critical role in the development and delivery of our Guest Experience training.

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.

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.

Responsibilities:

• Design, create, and maintain a comprehensive library of guest experience training modules.
• Develop specialised training programs focused on key touchpoints of the guest journey.
• Collaborate with operations leaders to ensure all training content is practical and aligned with our service standards.
• Deliver dynamic, engaging, and interactive training sessions (in-person and virtual).
• Travel to venues to conduct on-site training.
• Implement a "Train-the-Trainer" program.
• Analyze mystery shopper reports and guest feedback to pinpoint specific service gaps.
• Manage the logistics and scheduling of front-line training initiatives.
• Measure the effectiveness and ROI of training programs.

Requirements:

• Bachelor’s degree in Hospitality Management, Human Resources, Education, or a related field.
• 3-5+ years of experience in a training and development role.
• Proven experience in instructional design.
• Exceptional facilitation, public speaking, and presentation skills.
• Strong understanding of adult learning principles and service training methodologies.
• Ability to travel significantly.

Benefits:

• Exclusive discount card for ALH Hotels, BWS, Dan Murphy’s, and other Endeavour Group brands.
• Discounts at Woolworths supermarkets and BIG W.
• Access to a range of free services to support physical, mental, and financial wellbeing.

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