Reservations - Communication Specialist Trainer

Communication Specialist Trainer cum Process Trainer (Reservations)

Location: Mumbai (Travel required as needed)
Experience: 5–8 Years
Employment Type: Full-Time
Joining: Immediate Requirement

Role Overview

We are looking for an experienced Communication Specialist Trainer cum Process Trainer (Reservations) to enhance communication skills, guest interaction standards, and process excellence across hospitality operations. The ideal candidate will have strong experience in hospitality training, guest experience coaching, communication development, and process training.

The role involves training new and existing employees, improving service quality, ensuring SOP compliance, and developing effective training programs to enhance overall guest satisfaction.

Key Responsibilities

1. Communication & Soft Skills Training

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

• Develop communication skills and improve frontline employees' readiness for guest interactions.

• Design and deliver soft skills, brand communication, and service excellence training programs.

2. Process & SOP Training

• Train employees on reservation processes, standard operating procedures (SOPs), service guidelines, and escalation protocols.

• Ensure process compliance and consistency in service delivery.

• Conduct refresher training and regular compliance assessments.

3. Quality & Performance Coaching

• Identify performance gaps through quality audits, feedback, and evaluations.

• Conduct individual coaching sessions and group training workshops.

• Improve guest handling, complaint resolution, and overall service quality.

4. Training Content Development

• Develop training materials, assessments, e-learning modules, and behavioral training guides.

• Create competency frameworks and structured employee development programs.

• Design training initiatives for new hires and experienced employees.

5. Monitoring & Reporting

• Monitor training effectiveness through KPIs, quality scorecards, and performance assessments.

• Track employee progress and identify opportunities for improvement.

• Prepare training reports and share performance insights with management.

Required Skills & Competencies

• Excellent verbal and written communication skills in English and Hindi.

• Strong experience in hospitality training, communication training, and process training.

• Knowledge of reservation processes, guest experience, and service excellence.

• Expertise in soft skills training, behavioral coaching, and complaint handling.

• Strong understanding of SOPs, quality standards, and process compliance.

• Experience in training content development, assessments, and performance monitoring.

• Excellent presentation, interpersonal, and team coaching skills.

• Willingness to travel as required.

Qualifications

• Bachelor's degree in Hospitality, Communications, or a related field preferred but not mandatory.

• Certification in Training, Communication Excellence, or Behavioral Coaching is an added advantage.

• 5–8 years of relevant experience in hospitality training, guest experience coaching, communication training, or process training.

Important Requirements

• Immediate joiners preferred.

• Candidates must be willing to travel as required.

• PAN and Date of Birth (DOB) are mandatory for employee profile creation in the database.

• Former and current TCS/Tata employees are not eligible.