Q+A Trainer

We are looking for a Q+A Trainer to be tactical and hands on to coach, train, and support the greater Guest Experience department to enhance performance. This Q+A Trainer will facilitate virtual training and onboarding programs covering on-the-job training, systems and tools, customer experience skills, operational workflows, and product knowledge to give real-time feedback. Our Guest Experience team operates remotely and is expected to work east coast hours regardless of where they are located. 

• Evaluate performance and give constructive feedback when reviewing shadowed or recorded calls, guest emails, and chatbot communication to gauge where skills are lacking and create training material 
• Facilitate virtual training programs covering areas such as on-the-job training, systems and tools, customer experience skills, operational workflows, and property portfolio knowledge
• Responsible to improve and create an engaging library of onboarding material, manuals, SOPs, and visual aids 
• Partner with Expansion and Operations to distribute key insights of  new property launches to  build training sessions and provide details to ensure a positive guest experience during the MH stay 
• Create communication plan and engagement with Market Leads, Operations, and other operational stakeholders on a regular basis to inform, engage, and provide updates on guest experience activities 
• Maintain a keen understanding of training trends, developments and best practices
• Monitor common requests or issues that arise from guests to enhance training and distribute to 3rd party agents 
• Assist with guest communication during times of high volume and help handle escalated guest issues across the portfolio 

• Previous experience in a Sales Training, Sales Enablement, or similar role is required; preferably in a hotel setting to be savvy in specific hospitality software and tools 
• Proficient with CRM software, chatbot and call center software, and OTA portals (Kustomer, UJET, Zendesk) 
• Demonstrated experience directing clear coordination / communication / excellent presentation skills to train virtually
• Proven ability to read and evaluate people quickly to coach, manage, and train to strengthen onboarding capabilities
• Phenomenal communication skills and demonstrated confidence during periods of high volume or unexpected situations
• Tech savvy, data driven, entrepreneurial leader
• Upbeat energy and dedication. Mint House is transforming the traditional hotel model and defining a new category of residential hospitality. The Mint House team believes deeply in this mission and invests the time, energy and effort needed to make it a reality
• Goal -oriented, enjoy being hands on, and exceptional balance to manage competing priorities and jump in to help when emergencies arise

Compensation range: $47,000 - $55,000