We have a great opportunity for a Guest Service & Operational Trainer to join the team at Head Office in Mellor Brook.
You will work closely with the Group Training Support Manager and the People Team, our Operational Directors and our onsite teams to develop a suite of learning solutions including on the job and in property training across a variety of operational departments including but not exclusive to Customer service in our Front of House teams, Food and drinks service.
This role requires weekly travel across the estate to support our properties.
Your day to day activities will include:
* Working closely with our properties, their management teams and their operational teams to promote and train in Brand standards and company SOPs utilising various training modules and coaching methods to bed them into our properties
* Utilise a variety of learning methods, i.e classroom, e-learning, TEAMS, mentoring and coaching etc and help develop implement online training solutions
* Delivering training on site in line with structured training plans
* Being pro-active and responsive to training requests, as required, to address immediate business needs as a result of feedback, audits etc
* Utilising our guest feedback results, NPS scores and survey results to produce action plans with the properties to address short falls in service standards
* Using and promoting our internal communications platform to share training resources, best practice and give greater visibility of our training activities across the properties.
Working Conditions:
Although the role will be based at Head Office, the expectation is that the majority of time will be spent in property. Therefore, this role will include weekly travel across the estate. A car will be provided.
What are we looking for:
* Essential to have proven experience of training to a high standard
* Essential to have hospitality experience in an operational role
* Essential to have demonstrable experience of adapting to learning styles and experience in using a variety of training resources.
* Have excellent verbal and written communication skills, with an adaptable, professional and approachable manner and ability to talk to people on all levels.
* The ability to work on their own initiative, both remotely and as part of a team with the aim of supporting colleagues and our properties
* Have a flexible working attitude and willingness to help and assist others and the demands of the business. Evening and weekend work may occasionally be required to support operational departments
* Essential experience of Microsoft Word, Microsoft Excel, PowerPoint and Outlook required
* Desirable experience of hospitality tools including, but not exclusive to; Zonal, Reputation, I-tables, Live Res Events, Rezlynx, Opera,
* Full driving licence required
In return, we are offering a rewarding role with scope for career progression along with;
* A fun, engaging and supportive environment where you will receive the training and support to develop and progress
* Free parking
* Health cash plan with access to discounted perks and high street discounts
* 33 days annual leave
* Discounted accommodation, food and drink in our beautiful properties across the country
* Pension & Life assurance
* Employee Assistance Programme
* Enhanced maternity and paternity pay
* Apprenticeships available
* Long service awards, including free meals and free stays with your friends or family
* Wagestream - ability to access up to 40% of your wages as you earn them
Salary £35,000 p/a
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