Training Specialist - Guest Experience

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.

• Passion on tap, you can feel the energy! 
• An exciting opportunity 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

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. 

A highly responsive and data-driven position, deploying training initiatives strategically, with various 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 of this position 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.

This position will require significant travel to our various hotel venues and properties, applicants must be available to travel as part of the requirements of this position.

Sound good? Read on:
Here’s a taster of the Training Specialist - Guest Experience 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 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 in design and development of key digital resources including training videos / digital learning modules
• Continuously update and modernize 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" 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 the 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.

Now let’s talk about you: 

• You have a 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 
   

The benefits are good too! 

• An exclusive discount card for our 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 
• As a valued member of the team, your health and wellbeing is our top priority. You will have access to a range of free services to help you live well and support your physical, mental and financial wellbeing
• Endeavour Group is full of opportunities - use our dedicated learning and development options to grow an idea, yourself, and your career. This is just the start, so dream big
• 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.

We are together creators 

We’re big, but part of something much bigger. ALH is in good company, sitting alongside the likes of Dan Murphy’s, BWS, Pinnacle Drinks within the Endeavour Group. Together we create the moments that bring millions of people together. And together we have more fun, create more opportunities, and score a lot more goals. We’re serious about having a good time - creating a safe, inclusive and fun place to rock up to. We’re all about creating a more sociable future, together - for our customers and each other.

#WeAreTogetherCreators #ComeAsYouAre #DreamBig #FeelTheEnergy #LeaveYourMark #ALH #EndeavourGroup 

You can learn more about working with us on LinkedIn or at endeavourgroupcareers.com.au
 
Our Talent Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Endeavour Group is not responsible for any fees related to unsolicited resumes.