Hospitality Trainer

Role & responsibilities

Role summary

Design, deliver and assess applied hospitality training (front office/reservations, PMS, guest tracking, housekeeping ops, F&B service & dining etiquette) so trainees are workplace-ready for hotels, restaurants and corporate travel desks.

Key responsibilities

A. Training delivery & facilitation

Deliver classroom, demo and hands-on practical sessions in: Front Office & Reservations, Guest Handling & VIP protocols, PMS operations (Fidelio/OPERA), Night Audit basics, Housekeeping SOPs and inspections, F&B service (covers, mise en place, service sequence, clearing), dining etiquette and customer interactions.

Use demos, role-plays, tabletop simulations, mock-rooms and restaurant setups to replicate real hotel scenarios.

B. Curriculum design & content management

Create competency-based lesson plans, trainer guides, checklists (room inspection checklists, reservation workflows) and assessment rubrics mapped to job outcomes and industry standards (IHM/NCHMCT).

Maintain up-to-date SOPs (check-in/out process, overbooking handling, lost & found, night audit) and update training materials based on employer feedback.

C. PMS & tech labs

Run PMS labs (OPERA/Fidelio): create/check/modify PNRs, process reservations, apply rate plans, post charges, produce reports and demonstrate night audit routines. OPERA/ Fidelio practical tasks must be part of assessment.

D. Assessment, certification & placement readiness

Design formative & summative assessments (timed PMS tasks, practical room inspections, service assessments). Certify trainees for placement and provide employer-ready skill reports.

Work with placement team to conduct employer spot checks, mock interviews & soft skills grooming.

E. Industry liaison & quality

Maintain relationships with hotels, restaurateurs and corporate accounts for internships and placements. Collect employer feedback and adjust curriculum.

Ensure training records, attendance, and candidate portfolios are audit-ready.

F. Mentoring & team support

Mentor junior trainers; conduct train-the-trainer sessions; supervise lab assistants and coordinate with F&B kitchen team for live service sessions.

Preferred candidate profile

Qualification: Graduate + Diploma/ Degree from IIH / IHMCT & AN / recognized Hotel Management institute OR equivalent professional degree in Hotel Management (23 year diploma accepted with strong industry record).

Required & preferred qualifications / skills

Essential

Graduate + IIH / IHMCT&AN diploma/degree or equivalent (must provide certificate).

10–15 years frontline hotel experience across property types (luxury/upscale & budget) with demonstrable front-office/reservations/guest handling & F&B / housekeeping exposure.

Hands-on experience with Fidelio / OPERA (or equivalent PMS) — able to demonstrate PNR/reservation flows, posting of charges, night audit entries.

Practical knowledge of Housekeeping SOPs, room inspection, linen & inventory control, Housekeeping reporting.

Solid F&B service skills: cover setup, service sequence, wine & beverage basics, banqueting basics and dining etiquette.

Good English communication.

Training or facilitation experience (lesson plans, assessments, L&D methods).

Preferred

Trainer certification (Train-the-Trainer / TTT).

Experience with POS systems and F&B billing.

Food safety certification (HACCP / Food Handler card).

Experience delivering corporate / adult education programs and use of LMS.

Core competencies (behavioural & instructional)

Instructional design for adults, strong facilitation, classroom control, empathy & coaching.

Professional grooming & role modeling (essential in hospitality).

Problem-solving under pressure, calm incident handling (guest complaints & escalation).

Data-driven mindset for measuring trainee outcomes & improving pass/placement rates.