Customer Interaction & Hospitality Trainer

Job Description - Customer Interaction & Hospitality Trainer

Position – Customer Interaction & Hospitality Trainer

Location - Hyderabad

ORGANISATION

Gamepoint is an award-winning sports company operating a chain of world class multi-sport centres with sports such as Badminton, Squash, Table Tennis, Basketball, Football, Swimming and Pickleball. Gamepoint offers services such as coaching programs, membership, book n play and events to individuals and institutional customers. Successful serial entrepreneurs including IIM alumni have setup Gamepoint with the vision to be the most trusted and preferred sports destination in India. More details are available at www.gamepointindia.com

At Gamepoint, we believe that sports has the power to transform individuals and communities. We seek enthusiastic individuals who share our passion for sports and are eager to contribute to our vision. are willing to learn and contribute to building a strong sports culture in India

1. Training & Development

• Conduct training sessions for staff on professional customer interaction, communication etiquette, and service standards.
• Train employees on hospitality-driven customer service including greeting, handling queries, resolving complaints, and ensuring guest satisfaction.
• Provide specialized training for Customer Support, Front Office, Guest Relations, and Service Teams.
• Design and deliver role-play exercises, scenario-based learning, and on-the-floor coaching to improve real-time interactions.

2. Training Content Creation

• Develop training modules, SOPs, scripts, and guidelines tailored to company standards.
• Create training calendars, onboarding modules, refresher training, and process improvement materials.
• Update content regularly based on new service standards, customer feedback, and business requirements.

3. Performance Monitoring & Feedback

• Evaluate staff performance through audits, mystery audits, and customer interaction assessments.
• Identify gaps in communication, behaviour, and service delivery, and provide corrective action plans.
• Submit regular reports on training effectiveness and staff progress.

4. Branch Visits & On-Ground Support

• Visit multiple branches periodically to conduct in-person training, observe operations, and ensure SOP adherence.
• Support branch teams with on-the-job coaching and guidance during peak hours.
• Work with managers to maintain uniform service quality across all branches.

5. Guest Experience Enhancement

• Train employees on hospitality skills such as empathy, patience, guest handling, upselling, and conflict resolution.
• Ensure all staff follow service standards that result in a high-quality guest experience.
• Implement best practices from the hotel industry to improve customer satisfaction scores.

6. Coordination & Communication

• Collaborate with HR, Operations, and Branch Managers to schedule training programs.
• Maintain training records, attendance, evaluations, and performance reports.
• Act as a communication bridge between management and staff regarding service expectations.

7. Professional Conduct & Role Modeling

• Demonstrate strong professionalism, grooming standards, punctuality, and communication etiquette.
• Act as a role model for service behaviour and set an example for staff to follow.

Email your resumes to hr@nplay.in

Job Type: Full-time

Pay: ₹10,192.39 - ₹51,815.85 per month

Benefits:

• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person