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About the Role
As a Guest Relations Trainer, you will champion service excellence by designing and delivering training programs that empower guest-facing teams. You will serve as a mentor, coach, brand ambassador, and auditor to ensure all team members embody the company's commitment to hospitality.
Responsibilities
- Conduct on-site hands-on training sessions focusing on communication, soft skills, and service excellence.
- Champion the de-escalation of guest complaints and teach effective problem-solving techniques.
- Observe employee service behaviors in real-time to provide constructive feedback and positive reinforcement.
Requirements
- Minimum 2 years of experience in guest relations or guest-facing hospitality roles.
- Ability to travel with agility and flexibility.
- Ability to adapt to different local property cultures, team dynamics, and diverse guest demographics.
- Exceptional verbal and written communication skills.
- Strong mentorship and coaching abilities.
- Deep understanding of the service industry.
- Natural passion for teaching, patience, and leadership.
Skills
- Training delivery
- Communication
- Soft skills development
- Service excellence
- Conflict resolution
- Mentorship
- Coaching
- Multilingual fluency
- Cultural adaptability
Experience Level
- Minimum 2 years in guest relations or guest-facing hospitality roles
Education Level
- Bachelor’s degree in Hospitality Management, Communications, or a related field preferred
Benefits
- 75%–90% discount on private stays at all a&o hostels
- Corporate benefits and discounts on leisure activities and events
- Subsidized language courses
- Subsidized company pension plan
- 100% coverage of public transportation costs
- Professional development training programs
- Free and anonymous mental health coaching via nilo
- Daily drinks, fruit, and vegetables
- Access to hot meals at the buffet
- Loyalty bonuses including cash rewards and additional vacation days
About the Company
- a&o hostels