Training Specialist - Hospitality Guest Experience job opportunity at Endeavour Group.

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Date2026-02-24T06:30:34.473Z bot
Endeavour Group Training Specialist - Hospitality Guest Experience
Experience: General
Pattern: Full-time
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loacation 152 Oxford Street, Bulimba, Queensland, Australia
loacation 152 Oxford Str..........Australia
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Job DescriptionPassion on tap, you can feel the energy! An exciting opportunity to play a critical role in the development and delivery of our Guest Experience trainingBring your passion for the hospitality industry and training & development experience to this great opportunityThe Training Specialist - Hospitality Guest Experience is a critical, hands-on role responsible for the design, development, and delivery of our front-line Food & Beverage and 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. 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 both within the state and Nationally 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:Travel to venues to conduct on-site training, particularly for Renewal launches, new hotel acquisitions and properties requiring intensive service improvement.Deliver dynamic, engaging, and interactive training sessions (in-person and virtual) to front-line team members, management teams, and new hires.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.Continuously update and modernize training materials to reflect new industry trends, technologies, and guest expectations.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.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.

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