Guest Experience Training Manager

About the role

AirManiax India is seeking an experienced Guest Experience Training Manager to lead Learning & Development across its indoor family entertainment parks. You will design, develop and deliver training that raises hospitality standards, enhances customer service, and builds employee capability at multiple locations.

Key responsibilities

• Design and deliver engaging training programs on hospitality, customer service, communication, grooming, guest handling and service etiquette.
• Create structured training modules, facilitator guides, presentations, role‑plays, assessments, SOP manuals and checklists.
• Conduct induction, refresher and on‑the‑job sessions for frontline and operational teams.
• Coach employees to deliver exceptional guest experiences at every touchpoint.
• Identify skill gaps through regular centre visits, observe performance and provide actionable feedback.
• Run Train‑the‑Trainer programs and develop internal trainers.
• Map the customer journey, analyse feedback and recommend initiatives to improve satisfaction, loyalty and retention.
• Track training attendance, completion, feedback and learning effectiveness; prepare monthly capability reports.

Required profile

• Proven experience in training, learning & development or hospitality operations.
• Strong understanding of SOP‑based learning, customer service standards and hospitality best practices.
• Ability to work closely with Operations and Centre Managers to identify needs and drive consistent service quality.
• Excellent communication, coaching and facilitation skills.

Required skills