Mortgage Broker Associate

Passion on tap, you can feel the energy. Execute renewals training needs, ensuring our venues are prepared for launch. Significant intrastate and interstate travel required. As a Training Specialist - Hospitality Renewals within our ALH Hotels team, you will play a highly active role dedicated to coordinating and facilitating front-line service training across our diverse hotel portfolio.

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 for newly acquired properties, 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.

Here’s a snapshot of the responsibilities:

• Deliver dynamic, engaging, and interactive training sessions (in-person and virtual) to front-line team members, management teams, and new hires.
• 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.
• 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:

You bring 3-5+ years of direct hands-on Hospitality Operations experience across F&B, Gaming, or Accommodation Hotels. You also possess experience in a training and development role, with a demonstrated focus on customer service, hospitality, or retail environments. Proven experience in instructional design, including creating engaging content for in-person and/or digital learning platforms.

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. 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.

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.