Rooms Division Trainer

The Rooms Division Trainer is responsible for designing, delivering, and tracking departmental training programs across all Rooms Division sectors, including Front Office, Housekeeping, and Spa. This role focuses on elevating luxury service standards, streamlining operational workflows, and ensuring consistency across all guest touchpoints. As a departmental mentor, the Trainer bridges the gap between operational standard operating procedures (SOPs) and daily flawless execution, cultivating a culture of service excellence and professional growth.

• Work closely with respective Heads of Department (HODs) to support the development, regular updating, and implementation of comprehensive training modules and standard operating procedures (SOPs) tailored to Front Office, Housekeeping, and Spa operations.
• Lead the departmental orientation and technical onboarding for all new hires, ensuring quick integration and alignment with brand standard behaviors.
• To handle all customers’ enquiries at The Fullerton Shop and/or over the telephone politely, and with great patience, ensuring that each visitor or caller has his/her need met at the end of each visit/call.
• Conduct regular on-the-floor service audits, identify performance gaps, and deliver targeted, constructive side-by-side coaching to team members.
• Design cross-training programs between departments (e.g., Front Desk and Spa reception alignment) to maximize workforce flexibility and smooth out guest transitions.
• Coordinate and log all mandatory training, including health and safety protocols, data protection, and emergency procedures.
• Maintain precise training logs, measure training effectiveness through Net Promoter Score (NPS) and mystery shopper reports, and provide monthly metrics to the Rooms Division leadership team.
• Actively collaborate with Department Heads to identify sales and upselling training opportunities within the rooms and spa divisions.
• Ensure grooming, uniform, and luxury behavior standards are exceptional and consistently taught across all tiers of the division.
• Able to work flexible hours/shifts to support training across all operational periods and perform other duties assigned to him/her.