Job Title: Communication Specialist Trainer cum Process Trainer (Reservations)

Job Code: 397900
Location: Mumbai
Travel: Travel across locations as and when required
Experience: 5–8 Years
Band: BPO 3
Salary: Up to ₹9 LPA
Employment Type: Full-time
Joining: Immediate

Role Overview

We are looking for a highly skilled Communication Specialist Trainer cum Process Trainer to strengthen communication capabilities, enhance guest interaction standards, and drive process excellence across hospitality properties.

The candidate will be responsible for communication training, process and SOP training, coaching, quality improvement, and behavioral capability development for both new and tenured employees.

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 various touchpoints.

• Develop and deliver modules covering soft skills, brand language, and service behavior standards.

• Coach employees on effective communication and professional guest interactions.

2. Process & SOP Training

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

• Ensure process alignment and consistency to reduce service variability.

• Conduct refresher training and compliance checks.

• Identify process gaps and reinforce correct procedures through targeted training.

3. Quality & Performance Coaching

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

• Conduct individual and group coaching sessions.

• Deliver capability-building workshops to improve employee performance.

• Work closely with quality and operations teams to address performance gaps.

4. Content Development & Training Frameworks

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

• Develop competency frameworks for employee development and upskilling.

• Create engaging learning materials aligned with business and service requirements.

• Continuously update training content based on process and business changes.

5. Monitoring & Reporting

• Track training effectiveness using KPIs, assessments, scorecards, and quality metrics.

• Monitor learner performance and training outcomes.

• Provide data-driven insights to management regarding employee readiness, service gaps, and improvement opportunities.

• Maintain accurate training records and reports.

Required Skills & Competencies

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

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

• Experience training hospitality teams across multiple functions.

• Strong understanding of service excellence and complaint handling.

• Strong process orientation with the ability to effectively teach SOPs and workflows.

• Excellent coaching and facilitation skills.

• Ability to coach diverse teams with empathy, energy, and professionalism.

• Comfortable working with audits, assessments, quality evaluations, and performance measurement.

• Strong presentation, interpersonal, and stakeholder management skills.

Preferred Qualifications

• Bachelor's degree in Hospitality, Communications, or a related field.

• Hospitality degree is preferred but not mandatory.

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

Candidate Requirements

• Candidates must be willing to travel across locations as required.

• PAN and DOB are required for employee profile creation in the database.

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

Key Skills

Hospitality Training | Communication Training | Process Training | Guest Experience | Soft Skills | SOP Training | Quality Coaching | Complaint Handling | Behavioral Coaching | Training Content Development | Facilitation | Service Excellence