Communication Specialist Trainer cum Process Trainer (Reservations

Gratitude Inc

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17 hours ago

5-8 Year(s)

Mumbai

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Job Description

Key Skills

Coaching Training english Strong English Communication Skills Hospitality Strong written & verbal communication (English + Hindi)

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Job Description – Communication Specialist Trainer cum Process Trainer (Reservations)

Location: Mumbai (with travel across as and when required)

Experience: 5–8 years in Hospitality Training / Guest Experience Coaching / Communication & Process Training

Role Type: Full‑time / Immediate requirement

Band: BPO 3 (up to 9 LPA)

Role Overview

We are seeking a highly skilled Communication Specialist Trainer cum Process Trainer to build communication capability, enhance guest interaction standards, and drive process excellence across properties. The individual will be responsible for training, coaching, and processes. adherence, quality upliftment, and behavioral communication enhancement for both new and tenured workforce.

Key Responsibilities

1. Communication Training:

- Conduct training on verbal communication, tone, articulation, empathy, guest handling, and professional etiquette.

- Improve frontline team readiness for guest interactions across touchpoints.

- Develop modules for soft skills, brand language, and service behavior standards.

2. Process & SOP Training:

- Train teams on SOPs, service guidelines, escalation protocols, and workflow adherence.

- Ensure process alignment to reduce service variability.

- Conduct refresher training and compliance checks.

3. Quality & Performance Coaching:

- Identify gaps through audits and feedback evaluations.

- Conduct coaching sessions and capability‑building workshops.

4. Content Development & Frameworks:

- Design training content, assessments, e‑modules, and behavioral playbooks.

- Create competency frameworks for development and upskilling.

5. Monitoring & Reporting:

- Track training effectiveness using KPIs and scorecards.

- Provide insights to management on readiness, service gaps, and improvements.

Required Skills & Competencies

- Strong written & verbal communication (English + Hindi).

- Experience training hospitality teams across functions.

- Deep understanding of service excellence & complaint handling.

- Strong process orientation and ability to teach SOPs.

- Ability to coach diverse teams with empathy and energy.

- Comfortable with audits, assessments, and measurement.

Preferred Qualifications

- Bachelor’s degree in hospitality (preferably not mandatory), Communications, or related field.

- Certification in training, communication excellence, or behavioral coaching.

**PAN and DOB are required to create an employee profile in the database.**

Please Apply using this Link

https://myglit.com/lateral/cref/675982cafb

Role

Any Other

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

Any Other

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Tolulope Edun

Recruiter - Gratitude Inc

NA, nigeria

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