Service Excellence Training Facilitator // BLR WORLD

JOB DESCRIPTION

Service Excellence Training Facilitator - BLR WORLD (Doha)

About BLR

BLR WORLD is an award-winning talent consultancy for the culture, entertainment and events sectors, enabling organisations to plan, staff and operate unique permanent and temporary visitor experiences with the very best people.

Our core services are HR Consultancy, Recruitment, Training, and Operations. We find brilliant people, create high performing teams, design environments and training to help them thrive, then manage them seamlessly on the ground. The result? One-of-a-kind experiences delivered by energised and enthusiastic teams, exceeding the highest standards.

About the role

As a Service Excellence Trainer, you will be responsible for delivering dynamic, in-person training sessions designed to equip hospitality staff across multiple departments with the fundamentals of customer experience and service excellence. You will engage front-line teams from various roles (front office, housekeeping, food & beverage, concierge, security, and other guest-facing positions) with relevant, experience-driven facilitation that reinforces consistency, professionalism, and soft skills across Qatar-based properties.

Responsibilities

• Deliver engaging and interactive training sessions for guest-facing hotel staff, covering areas such as guest reception, service etiquette, complaint handling, cultural awareness, and service recovery.

• Facilitate soft skills modules tailored to multiple hotel departments, including communication, emotional intelligence, teamwork, and professionalism.

• Adapt delivery style to suit the specific needs of different properties and audiences (luxury, business, lifestyle, and budget hotels).

• Create a learning environment that is welcoming, inclusive, and effective for diverse staff groups.

• Collect feedback from participants and stakeholders after each session to ensure continuous improvement.

• Report on participant engagement, training outcomes, and observations to the internal training team.

• Share insights from facilitation to support TNA activities and future training design, without directly leading these processes.

Candidate Requirements

• Proven experience in delivering service excellence, soft skills, or operational training within the hospitality or tourism industry.

• Strong knowledge of guest service standards, cultural sensitivity, and hospitality best practices.

• Excellent facilitation and public speaking skills, with the ability to motivate and engage adult learners.

• Flexibility to work across different hotel properties and schedules, including occasional weekends.

• Proficiency in English (spoken and written); and at least one other language (Arabic, Urdu or Hindi)

Soft Skills

• Excellent presentation and facilitation skills with the ability to inspire and engage participants.

• Strong problem-solving skills and a proactive approach to training challenges.
  Highly organized, reliable, and adaptable in fast-paced hospitality settings.

• Strong interpersonal skills with the ability to collaborate effectively with hospitality and tourism stakeholders.

Hard Skills

• Experience in delivering training to diverse hotel teams, including front office, housekeeping, F&B, and security staff.

Location & Commitments

• Consultancy agreement based on a training day rate (aligned with project requirements).

• Willingness to provide onsite training support and coordination as required.

• Ability to conduct training sessions across hotels in Qatar.