Customer Service Trainer

Job Purpose:
This job aims at setting a service level standard for all jobs that require interaction with the Raya Smart Buildings guests, then create and deliver a guest manual and material to all the new hires and the current staff (and the outsourced employees too).
Key Responsibilities:
 Collaborate with managers to determine training needs and schedule training sessions
 Create a service level standards for all jobs that require customer interface (Guest Relations – Housekeeping – Safety & Security – Duty Manager …..)
 Organize training session for the current teams and the new hires (Staff/Outsourced)
 Administer the training process starting from conducting the pre-evaluation survey – collecting the participants information – organize the training session then collect the post evaluation survey
 Prepare and deliver a comparison report between the pre and post evaluation surveys
 Provide in-house training sessions (Soft Skills & English if needed ) to the outsourced employees and the company staff
 Own the induction process on the premises
 Actively keep up to date on the latest trends in the hospitality trainings in the field of hospitality
 Offer effective feedback and counseling to front line associates and managers

Required skills, expertise & Knowledge:
 Hospitality or customer relationship training experience
 Training delivery in Arabic and English
 Training material development in both languages (Arabic – English)
Educational Background:
 Bachelor degree
 TOT certificate is a must
 English proficiency
Professional Experience:
 From 6 to 8 years of relevant experience is a must to have (working as a trainer to customer facing employees)