CUSTOMER SERVICE TRAINER

📝 Job Description – Customer Service Trainer (Hospitality Industry)

Location: Nairobi, Kenya

Industry: Hospitality (Hotels, Restaurants, Tourism, Events)

Status: 🚨 Very Urgent Hire

📌 Job Summary

We urgently seek a Customer Service Trainer with a strong background in the hospitality industry to design, deliver, and evaluate training programs that elevate guest service standards. The ideal candidate will leverage their hospitality experience to instill service excellence, professionalism, and customer-centric behaviors across teams, ensuring memorable guest experiences and improved business performance.

🎯 Key Duties & Responsibilities

Develop and deliver hospitality-focused training programs for hotels, restaurants, and tourism operations.

Create engaging training materials, manuals, and role-play scenarios reflecting real guest interactions.

Train staff on guest communication, etiquette, complaint handling, upselling, and service recovery.

Assess training effectiveness through feedback, observation, and guest satisfaction metrics.

Stay updated on hospitality trends and service innovations.

Collaborate with HR and operations to align training with organizational service goals.

Provide ongoing coaching and mentorship to staff.

🎓 Qualifications & Skills (Mandatory)

Bachelor’s degree in Hospitality Management, Tourism, Business, or related field.

Professional certification in Training & Development (an added advantage).

Mandatory: Demonstrated training skills with ability to design, deliver, and evaluate programs.

5+ years of experience in hospitality customer service roles (front office, guest relations, F&B, reservations).

Proven competence and track record in training delivery and facilitation within the hospitality sector.

Strong knowledge of guest service standards, complaint resolution, and service recovery.

Excellent communication, presentation, and interpersonal skills.

Ability to design interactive training programs using modern tools (PowerPoint, e-learning platforms, role-play, simulations).

💼 Competencies

Service-oriented mindset with empathy and patience.

Strong organizational and leadership skills.

Ability to inspire and motivate teams.

Analytical skills to measure training impact.

Flexibility to adapt training to diverse hospitality environments.

Proven track record of competence in hospitality training and customer service excellence.