Training Coordinator
Hotel Engine is the world’s largest Lodging Performance Network, established to create a richer, more rewarding business travel experience by connecting a global network of businesses and lodging partners. Our innovative travel-tech company is on an incredible growth trajectory and will continue to build on our strong foundations by bringing our customer obsession, data-driven problem-solving, and bias for action into every decision we make.
In December of 2021, we closed our series B funding round with a $1.3 billion valuation, and that’s just the beginning. We expect 2022 to be our best year yet.
Working hard behind the scenes building and supporting our platform are exceptional people–from our large engineering and product teams to our fast-growing sales, supplier, and member support orgs, to our data, marketing, and operations teams.
We value our individuality, and we also understand that together, we thrive. Most importantly, we know we’re not for everyone! We’re focused on finding the right people who are energized by our culture, with diverse experiences and backgrounds that will help us unlock our full potential. Complacency doesn’t live here. We’ve built a team of world-class people who really want to work with other world-class people. Click here to view our DNA, and if you like what you see, please, read on!
Our Member Support team prides itself on providing world class customer service for our clientele. We are looking to add a training coordinator to support our Member Support team from the start of their Hotel Engine career to continued development and support for the team and individuals. We strive to consistently improve our processes and elevate our team to the next level. Our current associates work closely with all clients; from individuals, to hotel suppliers and even our API integration partners to resolve any and all detail changes. Therefore, we are looking for a training coordinator who is proficient in phone, casework and chat. You will primarily conduct 60% - 70% of our virtual training sessions which require employee interaction.
Here's what you'll do:
- Responsible for all training class facilitation - you will be the warm greeting that Hotel Engine gives to our new employees.
- Utilize a professional and engaging approach in the presentation of training programs, ensuring interactive methods are employed.
- Incorporate training methods that support all learning styles in the delivery of training programs.
- Partner with Member Support Specialists to develop and update training materials to achieve performance improvement and external customer satisfaction.
- Conduct training classes in a manner consistent with supporting the business in meeting its goals and objectives; i.e., ensure trainees are adequately prepared.
- Act as support in team wide training when new processes are implemented, including feedback loops on gaps in technology.
- Consistently seeks to improve our day-to-day practices, including efficiency gains from a technical aspect, and collaboration with leadership on how we can implement 1% improvements.
Here's what we're looking for:
- 1+ years customer service role
- Great Presentation Skills; effective in a variety of formal and informal presentation settings; one-one-one, small and large group facilitation.
- Experience with Call Center Analytics, Microsoft, and Salesforce.com (CRM) strongly preferred
- You have a passion for learning, and will have knowledge in business practices, technology, and information affecting the business and organization.
- Customer Obsessed: you are dedicated to meeting the expectations of both internal and external customers and rise to the occasion.
- You are a time management guru and can work through your day, week and month effectively.
- Excellent active listening skills
- People and results-driven with a bias towards action
- Eager to learn and continue personal development for the team
- Experience working in the hospitality industry or the travel tech industry a plus
Cash compensation:
- The base salary range for this role is $48,000 - $50,000 annually. Final offer amounts are determined by multiple factors, including prior experience, expertise & may vary from the amount above.
Hotel Engine Total Rewards Philosophy | We recognize that there is more to work than day-to-day responsibilities. Hotel Engine has been recognized on Built-in Colorado’s Best Places to Work list 3 years in a row (2020-2022) for our positive culture and robust growth opportunities.
As a company, we’re also dedicated to giving back to our greater community, and have comprehensive corporate social responsibility programs supporting community, social justice and environmental causes. In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:
- Competitive base salaries
- Annual performance bonuses
- Stock options for all associates + performance-based stock options
- Insurance benefits including medical coverage (with a plan available at no cost to employees) + 100% paid dental and vision insurance
- 401(k) plan with a match program
- Unlimited PTO + 2 paid days each year to volunteer with your favorite non-profit
- Paid parental leave and family medical leave
- Hotel discounts through our exclusive platform
- The ability to make a real impact in an incredibly fast-growing organization; you’ll never be just another cog in the wheel.