Service Excellence Trainer

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. Through innovative, experiential learning and consistent on-the-floor coaching, the Service Excellence Trainer ensures that every moment reflects our commitment to excellence.

Working at the heart of the operation, this role connects people, service, and standards—ensuring that what we believe in is clearly seen and felt by every guest.

Key Responsibilities

Embedding Service Excellence & Culture

• 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.

Training Design & Delivery

• Design and deliver innovative, experiential training programmes that reflect our commitment to service excellence and continuous improvement (Learning).
• 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.

L&D Operations & Stakeholder Collaboration

• 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.
• Ensure all learning initiatives are aligned, inclusive, and support a culture of continuous learning and improvement.
• Contribute to the wider People & Development agenda, with opportunities to build generalist HR capability.

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

Development Opportunities

• Broaden experience within People & Development / HR
• Contribute to leadership and organisational development programmes
• Access to professional development, including CIPD pathways

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)