Guest Excellence Trainer

About the role

HX is dedicated to awakening people to the beauty and fragility of the planet through sustainable, expedition‑style travel. The Guest Excellence Trainer will elevate the guest experience by designing and delivering training that embeds the HX Spirit into every interaction, ensuring consistent, empathetic, and exceptional service across all touchpoints.

Key responsibilities

• Design and facilitate engaging training programs on guest experience, service standards, brand values, and sales behaviours, using both in‑person and e‑learning formats.
• Provide technical training on systems such as Seaware, Salesforce, and JIRA to Sales, Service, and Support teams.
• Act as a culture ambassador, embedding the HX Spirit in all training sessions.
• Deliver one‑on‑one and group coaching in partnership with the GX Management Team to improve call quality, interaction consistency, and conversion‑focused behaviours.
• Monitor performance using guest feedback, call insights, and GX data, and create tailored development plans.
• Partner with GX leaders to translate strategy and performance data into scalable training solutions.
• Ensure smooth onboarding for new hires, reducing time‑to‑competency.
• Maintain accurate training records and support continuous improvement initiatives.

Required profile

• Experience in guest experience training, hospitality, travel, or cruise industry.
• Proven ability to design and deliver engaging training programs.
• Strong facilitation and content development skills.
• Collaborative mindset with a commitment to continuous improvement.

Required skills

• Seaware
• Salesforce
• JIRA