Service Excellence Trainer (Waldorf Astoria Riviera Maya)

Job description

The Brand Culture Trainer is responsible for delivering, inspiring, and reinforcing the hotel’s service culture, brand values, and luxury standards through engaging and impactful learning experiences.
This role ensures that every Team Member embodies the brand’s philosophy and delivers service that is intuitive, personalized, and emotionally engaging, creating memorable experiences for every guest.

What will I be doing?

 

· 
Facilitate brand culture, service excellence, and behavioral standards training for all departments.

· 
Lead sessions that promote emotional intelligence, storytelling, and authentic luxury service delivery.

· 
Ensure all trainings are aligned with the brand’s tone, values, and vision of hospitality.

· 
Partner with department heads to reinforce service culture through on-the-job coaching and observation.

· 
Adapt and customize brand and service training materials to local culture and operational needs.

· 
Use experiential and interactive learning methods to enhance engagement and retention.

· 
Support new hire orientation programs, ensuring cultural integration and brand alignment.

· 
Conduct follow-ups and service audits to evaluate the practical application of training content.

· 
Provide feedback and coaching to leaders and team members to sustain performance improvements.

· 
Analyze guest feedback, quality reviews, and mystery audits to identify training opportunities.

· 
Promote initiatives that strengthen team engagement and pride in the brand’s heritage and values.

· 
Collaborate with Human Resources and Operations to support recognition and internal communication programs.

· 
Serve as a brand ambassador, exemplifying the behaviors and service mindset expected from all team members.

What are we looking for?

 

A Brand Culture Trainer serving Hilton brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:

·  Inspiring facilitator
·  Excellent communicator
·  Detail-oriented
·  Emotionally intelligent
·  Creative
·  Service-driven
·  Luxury service standards (e.g., Forbes Travel Guide)

What will it be like to work for Hilton?

 

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands .  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And our amazing Team Members are at the heart of it all!