Training Specialist - Hospitality Renewals

Company Description

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.

Job Description

• Write your story, leave your mark
• Coordinate and facilitate front-line service training across our diverse hotel portfolio
• Significant intrastate and interstate travel required

As a Training Specialist - Hospitality Renewals within our ALH Hotels team you will play a highly active, dedicated to coordinating and facilitating front-line service training across our diverse hotel portfolio. 

Acting as a true champion on the ground, your primary focus will be executing renewals training needs, ensuring venues are fully prepared for relaunch, and consistently delivering strategic "Guest Experience" initiatives. 

You will build confidence and execution capability within venue teams to elevate frontline food and beverage offerings, ensuring front of house team members have the skills to deliver a top-shelf guest experience. 

This position is highly responsive and data-driven, strategically deploying training initiatives across Renewals, Onboarding for newly acquired properties, and targeted Performance Improvement areas. 

Your ultimate goal is to build and maintain a robust, sustainable, and best-in-class guest experience training program that directly elevates guest satisfaction, loyalty, and overall hotel performance.  

Sound good? Read on.

Here's a snapshot of the responsibilities:

• Deliver dynamic, engaging, and interactive training sessions (in-person and virtual) to front-line team members, management teams, and new hires. 
• You will adapt your facilitation style to diverse audiences, learning styles, and specific property needs.  
• Coordinate scheduling, resources, and logistics for training events of upcoming hotel renewals launches. 
• You will travel significantly to venues to conduct on-site training, particularly for Renewal launches, new hotel acquisitions, and properties requiring intensive service improvement.  
• Implement a robust "Train-the-Trainer" program to empower departmental managers and supervisors to confidently conduct ongoing reinforcement training.
• Support the design of a comprehensive library of guest experience training modules, including facilitator guides, participant workbooks, job aids, and e-learning content. 
• Assist in the design and development of key digital resources, including training videos and digital learning modules, while continuously updating and modernizing training materials to reflect new industry trends, technologies, and guest expectations.  
• Work with leadership to measure the effectiveness and ROI of training programs by tracking improvements in key metrics like mystery shop scores, Guest Satisfaction Surveys (GSS), and team member engagement, providing regular reports to stakeholders.  

Qualifications

Now let’s talk about you: 

• You  bring 3-5+ years of direct hands-on Hospitality Operations experience across F&B, Gaming, or Accommodation Hotels.  
• You also possess 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 in-person and/or digital learning platforms. 
• You have exceptional facilitation, public speaking, and presentation skills, with a proven ability to command a room, foster participation, and create a positive learning environment.  
• Maintain a strong understanding of adult learning principles and service training methodologies.  
• A Bachelor's degree in Hospitality Management, Human Resources, Education, or a related field is highly preferred (or equivalent practical experience).  
• You have the ability and willingness to travel significantly within your state and interstate to various hotel properties as required.  
• Demonstrated strong commercial acumen, critical thinking, and the ability to articulate clear strategic recommendations. 
• You are a pragmatic, flexible, and resilient collaborator who thrives under pressure, keeps customer outcomes central to decision-making, handles complex or ambiguous environments with ease, and can build trusted relationships across cross-functional teams. 
• Hold a current unrestricted Australian driver’s License
• Desirable Extras: A Certificate IV in TAE, state-relevant RSA / RSG certifications, or WSET / equivalent liquor qualifications are highly regarded. 

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.

Additional Information

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.