Hospitality Trainer (Bots_Trainer)

KEY OUTPUTS

• Responsible for enhancing hospitality standards across all Botswana operations through effective training, coaching, mentoring and skills development initiatives.
• Support lodge teams in delivering exceptional guest experiences that consistently reflect the &Beyond Golden Thread, Brand Standards and Service Ethos.
• Identify operational training needs across all lodges and departments and develop practical training interventions that improve service delivery, teamwork and guest satisfaction.
• Conduct regular lodge visits to monitor service delivery, assess operational standards and provide hands-on training and support to management and team members.
• Establish training needs, prioritise development requirements and formulate training plans to assess, evaluate and measure learning outcomes.
• Maintain training records, skills matrices and development plans to track employee progress and departmental competencies
• Support management teams in identifying talent and developing succession plans in conjunction with the Human Capital Manager through coaching, mentorship, leadership development initiatives and our Understudy Program.
• Promote and instill a culture of guest care, learning excellence and accountability throughout all departments.
• Collaborate closely with Human Capital Manager and lodge management teams to support onboarding, skills development and performance improvement initiatives.
• Provide regular feedback and reporting on training activities, skills development progress and operational opportunities to management.
• Stay abreast of hospitality industry trends, guest expectations and innovative training methodologies to ensure training programmes remain relevant and impactful.

PREVIOUS WORK EXPERIENCE REQUIRED

• Minimum 10 years' experience in the hospitality industry.
• Previous experience in training, learning and development, hospitality management or a similar operational leadership role.
• Experience within luxury lodges, hotels or safari operations would be highly advantageous.
• Proven ability to facilitate training programmes and coach employees at all levels.
• Qualification in Hospitality Management, Training and Development, Education or a related field.
• Recognised Trainer/Facilitator certification would be advantageous.

PERSONAL CHARACTERISTICS

• Passionate about developing people and creating exceptional guest experiences.
• Excellent communication, presentation and facilitation skills.
• Strong interpersonal skills with the ability to build relationships across all levels of the business.
• An outgoing, positive and approachable personality.
• Highly organised with strong planning and administrative skills.
• Self-motivated with the ability to work independently and travel extensively.
• Professional, well-presented and results driven.
• Strong attention to detail and commitment to excellence.
• Ability to work under pressure and meet deadlines.
• Good command of the English language.