Training Specialist - Hospitality Guest Experience

TL;DR

Training Specialist - Hospitality Guest Experience: Design, develop, and deliver front-line Food & Beverage and guest experience training with an accent on service culture, guest journey touchpoints, and Sequence of Service. Focus on conducting on-site training sessions, creating comprehensive training modules, and measuring program effectiveness through metrics like mystery shopper scores and guest satisfaction.

Location: Bulimba, QLD, 4171. Significant travel within the state and nationally to hotel venues required.

Company

ALH, part of hirify.global, owns and operates over 350 pubs across Australian communities.

What you will do

• Travel to venues for on-site training during launches, acquisitions, and service improvements.
• Deliver engaging in-person and virtual training sessions to front-line teams, managers, and new hires.
• Design and maintain a library of training modules, facilitator guides, workbooks, job aids, and e-learning content.
• Develop programs for key guest journey touchpoints: Connection, Experience, Loyalty, and Sequence of Service.
• Collaborate with operations and capability teams to align training with service standards and operational realities.
• Analyze guest feedback, mystery shopper reports, and reviews to identify service gaps and measure training ROI.

Requirements

• 5+ years proven track record in hospitality, ideally high-volume Food & Beverage, Hotel, or Entertainment.
• Experience in training and development focused on customer service or hospitality environments.
• Exceptional facilitation, public speaking, and presentation skills.
• Experience creating content for in-person and digital learning platforms.
• Strong understanding of adult learning principles and service training methodologies.
• Formal qualifications in Hospitality Management, HR, Education, or equivalent highly desired.

Culture & Benefits

• Exclusive discount card for ALH pubs, accommodation, BWS, Dan Murphy’s, and hirify.global brands, plus Woolworths and BIG W.
• Free health and wellbeing services supporting physical, mental, and financial wellness.
• Dedicated learning and development opportunities for career growth.