Hospitality & Sales Trainer

BPTP Ltd.; Faridabad District; On-site; INR 900,000 - 1,400,000; Full time

Job summary

BPTP Ltd. seeks an Experienced Individual Contributor for Training & Customer Experience to independently drive learning initiatives and elevate customer experience standards across projects and geographies.

You will develop and deliver impactful training, implement service protocols, and support capability building for customer-facing and operational teams. Role focuses on standardizing processes, conducting quality reviews, and improving service excellence, partner productivity, and customer

Qualifications

• Good training delivery, facilitation and presentation skills.
• Strong coordination, planning and execution capabilities.
• High attention to process, compliance and documentation.
• Effective communication and stakeholder management skills.
• Ability to work closely with senior leadership and execute defined strategies efficiently.

Responsibilities

• End-to-End Customer Experience Ownership.
• Experience Touchpoint Management.
• Customer Experience KPI / CSAT Monitoring.
• SOPs, Protocols & Service Standards.
• Cross-functional Coordination.
• Club Engagement & Operational Support.
• Experience Reporting.
• Training Documentation & Records.
• Experience Audits & Quality Reviews.
• Operational Observations.
• Rectification Reviews.
• Corrective & Preventive Actions.
• Compliance Monitoring.
• Behavioral & Communication Training.
• Module Development.
• Protocol Creation.
• Evaluation Sheets.
• Channel Partner Trainings and Prospective Client Handling, including show-arounds as required.
• Internal Functional Trainings (Learning & Development, GRE, CRM, Security, Drivers, Valet, Doorman, Relationship Managers and Sales Teams).
• TTT Programme.
• Professional Certifications.
• Self-learning.
• Strong understanding of real estate sales processes and customer behavior.

Skills

Training delivery

Facilitation

Presentation skills

Coordination and planning

Stakeholder management

Documentation

Communication

Job description

The Experienced Individual Contributor Training & Customer Experience is responsible for independently driving training initiatives while strengthening customer experience standards across projects and geographies. The role focuses on developing and delivering impactful learning interventions, creating and implementing service protocols, enhancing customer touchpoints, standardizing operational processes, conducting quality reviews, and supporting continuous capability building across customer-facing and operational teams. The position plays a critical role in improving service excellence, operational consistency, partner productivity, and customer satisfaction through structured training, governance, and customer experience initiatives.

Key Responsibilities

1. Customer Experience Excellence

• End-to-End Customer Experience Ownership.
• Experience Touchpoint Management.
• Customer Experience KPI / CSAT Monitoring.

2. Operational Excellence & Process Governance

• SOPs, Protocols & Service Standards.
• Cross-functional Coordination.
• Club Engagement & Operational Support.
• Experience Reporting.
• Training Documentation & Records.

3. Quality Assurance, Audit & Compliance

• Experience Audits & Quality Reviews.
• Operational Observations.
• Rectification Reviews.
• Corrective & Preventive Actions.
• Compliance Monitoring.

4. Capability Building & Training

• Behavioral & Communication Training.
• Module Development.
• Protocol Creation.
• Evaluation Sheets.
• Channel Partner Trainings and Prospective Client Handling, including show-arounds as required.
• Internal Functional Trainings (Learning & Development, GRE, CRM, Security, Drivers, Valet, Doorman, Relationship Managers and Sales Teams).
• TTT Programme.
• Professional Certifications.
• Self-learning.
• Strong understanding of real estate sales processes and customer behavior.
• Good training delivery, facilitation and presentation skills.
• Strong coordination, planning and execution capabilities.
• High attention to process, compliance and documentation.
• Effective communication and stakeholder management skills.
• Ability to work closely with senior leadership and execute defined strategies efficiently.