Kitchen & Retail Team Member — Training, Growth & Autonomy

Ampol; Brisbane; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Exclusive staff discount card for ALH/

Health and wellbeing programs

Dedicated learning and development

Discounts across Endeavour Group brand

Job summary

ALH Hotels is seeking a Training Specialist - Hospitality Renewals to lead front-line service training across our pub network. You will deliver engaging sessions, tailor content to diverse venues, and drive guest experience initiatives with a data-driven approach.

This role requires significant travel throughout Queensland and interstate, collaboration with venue managers and leadership, and the development of a scalable library of digital and in-person training materials to lift guest

Qualifications

• 3–5+ years of hands-on hospitality operations across F&B, Gaming, or accommodation hotels.
• Exceptional facilitation, public speaking, and presentation skills.
• Experience in training and development with a focus on guest service & hospitality.
• Proven instructional design experience for in-person and digital learning.
• Strong understanding of adult learning principles and service training methodologies.
• Bachelor's degree in related field is preferred.
• Willingness to travel within state and interstate to hotel properties.
• Strong commercial acumen and ability to make strategic recommendations.
• Hold a current unrestricted Australian driver's license.
• Desirable: TA E in Training and Assessment, RSA/RSG, or WSET qualifications.

Responsibilities

• Deliver dynamic, engaging, and interactive training sessions to front-line team members, management, and new hires.
• Adapt facilitation style to diverse audiences and property needs.
• Coordinate scheduling, resources, and logistics for training events and renewals launches.
• Travel significantly to venues to conduct on-site training for renewals and new acquisitions.
• Implement a Train-the-Trainer program to empower managers to conduct reinforcement training.
• Support design of a library of guest experience training modules and job aids.
• Assist in developing digital resources, including training videos and e-learning content.
• Measure training effectiveness and ROI using metrics like mystery shops and guest surveys.

Skills

Hospitality operations

Facilitation

Public speaking

Instructional design

Adult learning

Travel willingness

Cross-functional collaboration

Education

Bachelor's degree in Hospitality Management or related field

Certificate IV in TAE (Desirable)

Job description

Training Specialist - Hospitality Renewals

Posted 6 days ago

Company Description

Calling all experience creators!

Let’s go to the pub! Chances are, it’s one of ours. The cornerstone of over 350 Australian communities, ALH owns and operates more pubs than anyone. In every community, the pub is where stories are made and retold. A place to escape, and feel at home. With passion on tap, our team adds to every pub’s story. A great local is made up of great people. And together, both sides of the bar create something special.

Job Description

• Passion on tap, you can feel the energy
• Execute renewals training needs, ensuring our venues are prepared for launch
• Significant travel around the state and interstate required

As a Training Specialist - Hospitality Renewals within our ALH Hotels team you will play a highly active, dedicated to coordinating and facilitating front-line service training across our diverse hotel portfolio.

Acting as a true champion on the ground, your primary focus will be executing renewals training needs, ensuring venues are fully prepared for relaunch, and consistently delivering strategic "Guest Experience" initiatives.

You will build confidence and execution capability within venue teams to elevate frontline food and beverage offerings, ensuring front of house team members have the skills to deliver a top-shelf guest experience.

This position is highly responsive and data-driven, strategically deploying training initiatives across Renewals, Onboarding, and targeted Performance Improvement areas.

Your ultimate goal is to build and maintain a robust, sustainable, and best-in-class guest experience training program that directly elevates guest satisfaction, loyalty, and overall hotel performance.

Sound good? Read on.
Here’s a snapshot of the responsibilities:

• Deliver dynamic, engaging, and interactive training sessions to front-line team members, management teams, and new hires.
• You will adapt your facilitation style to diverse audiences, learning styles, and specific property needs.
• Coordinate scheduling, resources, and logistics for training events of upcoming hotel renewals launches.
• You will travel significantly to venues to conduct on-site training, particularly for Renewal launches, new hotel acquisitions, and properties requiring intensive service improvement.
• Implement a robust "Train-the-Trainer" program to empower departmental managers and supervisors to confidently conduct ongoing reinforcement training.
• Support the design of a comprehensive library of guest experience training modules, including facilitator guides, participant workbooks, job aids, and e-learning content.
• Assist in the design and development of key digital resources, including training videos and digital learning modules, while continuously updating and modernizing training materials to reflect new industry trends, technologies, and guest expectations.
• Work with leadership to measure the effectiveness and ROI of training programs by tracking improvements in key metrics like mystery shop scores, Guest Satisfaction Surveys (GSS), and team member engagement, providing regular reports to stakeholders.

Qualifications

Now let’s talk about you:

• You bring 3-5+ years of direct hands-on Hospitality Operations experience across F&B, Gaming, or Accommodation Hotels.
• You have exceptional facilitation, public speaking, and presentation skills, with a proven ability to command a room, foster participation, and create a positive learning environment.
• You also possess experience in a training and development role, with a demonstrated focus on Guest service & hospitality,.
• Proven experience in instructional design, including creating engaging content for in-person and/or digital learning platforms.
• Maintain a strong understanding of adult learning principles and service training methodologies.
• A Bachelor's degree in Hospitality Management, Human Resources, Education, or a related field is highly preferred (or equivalent practical experience).
• You have the ability and willingness to travel significantly within your state and interstate to various hotel properties as required.
• Demonstrated strong commercial acumen, critical thinking, and the ability to articulate clear strategic recommendations.
• You are a pragmatic, flexible, and resilient collaborator who thrives under pressure, keeps customer outcomes central to decision-making, handles complex or ambiguous environments with ease, and can build trusted relationships across cross-functional teams.
• Hold a current unrestricted Australian driver's License
• Desirable Extras: A Certificate IV in TAE, state-relevant RSA / RSG certifications, or WSET / equivalent liquor qualifications are highly regarded.

The benefits are good too!

• An exclusive discount card for our ALH Hotels pubs & accommodation, BWS, Dan Murphy’s and other Endeavour Group brands. Through our partnership with Woolworths, you'll also enjoy discounts at Woolies supermarkets and BIG W
• As a valued member of the team, your health and wellbeing is our top priority. You will have access to a range of free services to help you live well and support your physical, mental and financial wellbeing
• Endeavour Group is full of opportunities - use our dedicated learning and development options to grow an idea, yourself, and your career. This is just the start, so dream big
• Find out more about our range of benefits and discounts here

At Endeavour, we value being a workplace where everyone’s welcome - if you meet a number of the requirements (and not all), we encourage you to apply.

Additional Information

We are together creators

We’re big, but part of something much bigger. ALH is in good company, sitting alongside the likes of Dan Murphy’s, BWS, Pinnacle Drinks within the Endeavour Group. Together we create the moments that bring millions of people together. And together we have more fun, create more opportunities, and score a lot more goals. We’re serious about having a good time - creating a safe, inclusive and fun place to rock up to. We’re all about creating a more sociable future, together - for our customers and each other.