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Service Excellence Trainer
St. Ermin's Hotel - Autograph Collection
London, KSA
Full Time
Mid
Onsite
4 weeks ago
Training DesignCoachingFacilitationInterpersonal CommunicationHospitalityFood & Beverage
Free
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Training DesignCoachingFacilitation
About the Role
St. Ermin's Hotel seeks a Service Excellence Trainer to embed a culture of gracious service through experiential learning and on-the-floor coaching. The role designs and delivers training programs, champions hotel values, and partners with operational leaders to ensure exceptional guest experiences.
Key Skills for This Role
Training DesignCoachingFacilitationInterpersonal CommunicationHospitalityFood & Beverage
Responsibilities
- Champion hotel values and translate vision into day to day service standards
- Design and deliver innovative, experiential training programmes
- Maintain visible presence on the floor, delivering real time coaching
- Partner with operational leaders to identify training needs and co create solutions
- Liaise with third party providers and platforms including LMS and Marriott platforms
Requirements
- Previous experience in a guest facing hospitality role (ideally Food & Beverage)
- Experience in training, coaching, or mentoring others
- Strong facilitation and interpersonal communication skills
- Ability to engage and inspire diverse teams
- Creative and forward thinking approach to learning design
Full Job Posting
Role Description
- The Service Excellence Trainer plays a critical role in bringing our vision to life: 'Gracious service, created through a culture of Fun, Love and Energy; delivering breathtaking hospitality and success.'
- This role is responsible for embedding a culture of gracious service across the hotel by translating our values into everyday behaviours, team interactions, and guest experiences.
Key Responsibilities
- Champion our values by ensuring Teamwork, Communication, Passion, Respect and Learning are consistently reflected in guest service behaviours.
- Translate our vision of Fun, Love and Energy into tangible, day to day service standards.
- Act as a role model for gracious service—demonstrating attention to detail, empathy, and positivity in every interaction.
- Build strong relationships across departments, reinforcing a sense of shared accountability and community.
- Maintain a visible presence on the floor, delivering real time coaching that is constructive, honest, and supportive.
- Inspire teams to take pride in their role and deliver brilliant, personalised guest experiences.
- Design and deliver innovative, experiential training programmes that reflect our commitment to service excellence and continuous improvement.
- Create training experiences that are engaging, practical, and infused with energy, positivity, and purpose.
- Deliver training across multiple formats: On the job coaching, Classroom sessions, Informal learning moments, Online Learning, Multi media resources.
- Continuously evolve training to maintain our competitive edge in delivering breathtaking hospitality.
- Partner with operational leaders to identify training needs and co create innovative solutions.
- Liaise with third party providers and platforms, including External training partners, LMS and Marriott platforms, Engagement and AI tools.
You are
- Deeply passionate about guest service and the details that create exceptional experiences
- Naturally able to ignite energy and positivity in others
- A believer in the power of team connection and shared success
- Someone who communicates with authenticity, honesty, and warmth
- Someone who leads with kindness, empathy, and inclusivity
- Driven by personal and professional growth—for yourself and others
- Someone who thrives in a hands on, on the floor coaching environment
Experience & Skills
- Previous experience in a guest facing hospitality role (ideally Food & Beverage)
- Experience in training, coaching, or mentoring others
- Strong facilitation and interpersonal communication skills
- Ability to engage and inspire diverse teams
- Creative and forward thinking approach to learning design
- Highly enthusiastic with a passion for excellent service
Package & Benefits
- Salary: circa £45k (DOE)
- Service Charge: circa £5,000 annually
- Medicash (including online & in person mental health support)
- Mintago Financial Wellbeing platform (including FCCA support)
- Annual Health Check
- Tastecard
- Tax free childcare scheme
- Tech scheme
- Cycle to work scheme
- Apprenticeships & L&D development opportunities (including CIPD)
- Worldwide Marriott discounts & lifestyle benefits
- Pension: 3% employer contribution (based on 5% employee contribution)
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