QA Trainer Job at Mint House
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THE ROLE
We are looking for a Q+A Trainer to be tactical and hands on to coach, train, and support the greater Guest Experience department to enhance performance. This Q+A Trainer will facilitate virtual training and onboarding programs covering on-the-job training, systems and tools, customer experience skills, operational workflows, and product knowledge to give real-time feedback. Our Guest Experience team operates remotely and is expected to work east coast hours regardless of where they are located.
AT MINT HOUSE YOU WILL
- Evaluate performance and give constructive feedback when reviewing shadowed or recorded calls, guest emails, and chatbot communication to gauge where skills are lacking and create training material
- Facilitate virtual training programs covering areas such as on-the-job training, systems and tools, customer experience skills, operational workflows, and property portfolio knowledge
- Responsible to improve and create an engaging library of onboarding material, manuals, SOPs, and visual aids
- Partner with Expansion and Operations to distribute key insights of new property launches to build training sessions and provide details to ensure a positive guest experience during the MH stay
- Create communication plan and engagement with Market Leads, Operations, and other operational stakeholders on a regular basis to inform, engage, and provide updates on guest experience activities
- Maintain a keen understanding of training trends, developments and best practices
- Monitor common requests or issues that arise from guests to enhance training and distribute to 3rd party agents
- Assist with guest communication during times of high volume and help handle escalated guest issues across the portfolio
WE ARE LOOKING FOR
- Previous experience in a Sales Training, Sales Enablement, or similar role is required; preferably in a hotel setting to be savvy in specific hospitality software and tools
- Proficient with CRM software, chatbot and call center software, and OTA portals (Kustomer, UJET, Zendesk)
- Demonstrated experience directing clear coordination / communication / excellent presentation skills to train virtually
- Proven ability to read and evaluate people quickly to coach, manage, and train to strengthen onboarding capabilities
- Phenomenal communication skills and demonstrated confidence during periods of high volume or unexpected situations
- Tech savvy, data driven, entrepreneurial leader
- Upbeat energy and dedication. Mint House is transforming the traditional hotel model and defining a new category of residential hospitality. The Mint House team believes deeply in this mission and invests the time, energy and effort needed to make it a reality
- Goal -oriented, enjoy being hands on, and exceptional balance to manage competing priorities and jump in to help when emergencies arise
Compensation range: $47,000 - $55,000
Mint Houses' compensation philosophy is driven by our company value of fostering inclusivity. To best ensure pay equity, we typically bring in fresh mints near the middle of our listed compensation bands and lead with the best overall compensation package (i.e. all people hired at the same experience & level are brought in at the same salary, equity, and benefits). Our Talent team will work with you and can provide more details on our philosophy.
Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. If you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Mint House is an Equal Opportunity Employer and a workplace of belongingness. We're committed to diversity and maintaining a work environment that is free from harassment and discrimination. Applicants from all backgrounds are encouraged to apply, and will not be discriminated against on the basis of any protected status under federal, state, or local law.
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