Learning and Development Trainer

Role Description

• The Learning and Development Trainer will be responsible for designing and delivering training programs across three major focus areas:
• Customer service excellence based on world-class standards.
• Management training focused on accountability, KPIs, and operational consistency.
• English language improvement for intermediate to advanced customer-facing employees.
• The trainer will play a key role in elevating customer experience quality by improving English proficiency, strengthening management practices, and embedding hospitality-level service standards. They will act as a subject matter expert (SME) supporting the Operations Excellence Lead in the creation of Standard Operating Procedures (SOPs) for customer service and management processes, while collaborating with the Training Operations Analyst to develop training materials.
• The primary focus of the role will be day-to-day delivery of training and coaching sessions to customer-facing teams and management personnel.

Key Responsibilities

• Training Development Facilitation
• Design, develop, and facilitate training in:
• English communication (intermediate to advanced)
• World-class customer service standards
• Management best practices (accountability, KPI management, standards adherence)
• Conduct live coaching sessions for customer-facing roles and managers.
• Deliver virtual and in-person training in English; Spanish bilingual proficiency required.
• Employ best practices like experiential learning, role-playing, and scenario-based training.
• SOPs Best Practices Development
• Act as SME for creating customer service and management SOPs in collaboration with the Operations Excellence Lead.
• Provide practical input on standards for service excellence and team leadership processes.
• Coaching Continuous Development
• Conduct individual coaching sessions to build English fluency, customer service skills, and management effectiveness.
• Deliver regular refresher trainings reinforcing key service and leadership behaviors.
• Serve as a trusted development partner for frontline and management teams.
• Collaboration with Training Operations Analyst
• Work closely with the Training Operations Analyst to create, refine, and update training materials aligned with SOPs and evolving business needs.
• Performance Measurement Feedback
• Define and track KPIs for:
• English language skill improvements
• Customer service excellence
• Management training outcomes
• Conduct post-training assessments and iterate based on performance data and feedback loops.
• Cultural Soft Skills Development
• Strengthen employee abilities in active listening, empathy, assertiveness, conflict resolution, and leadership presence.
• Foster a customer-centric, accountability-driven culture across all service teams.

Required Skills

• Hard Skills
• Customer service training development and facilitation.
• English language instruction for intermediate to advanced learners.
• Management coaching: accountability, KPI tracking, operational leadership.
• SOP development and documentation.
• Knowledge of service excellence frameworks (e.g., Ritz-Carlton Gold Standards, Disney Institute).
• Bilingual fluency in Spanish and English.
• Experience in high-growth service, BPO, or startup environments.
• Soft Skills
• Exceptional communication and coaching skills.
• High adaptability in a fast-paced, dynamic environment.
• Ability to collaborate across teams and departments.
• Data-driven training methodology and decision-making.

Nice-To-Have Skills

• TESOL/TEFL certification or similar English teaching qualification.
• Experience with Learning Management Systems (LMS).
• Familiarity with coaching frameworks (e.g., GROW, OKRs).
• Background in luxury service customer training (e.g., Four Seasons, Ritz-Carlton).

Type of Degree

• Education, Communications, Business Administration, Hospitality Management, or a related field.

Years of experience in the field

• 8+ years in training and development.
• Minimum 3+ years in English language training and 3+ years in management or customer service training roles.