Job Description

A bit about the role:

At HX our purpose is to awaken people to the beauty and fragility of the planet, with adventure that reignites a sense of wonder. We take curious travellers to incredible destinations, sustainably and in true expedition-style. We bring them off the beaten track, to special destinations across the Arctic, Antarctic, Galapagos, British Isles, Alaska, Northern Norway, and Central / South America.

The Guest Excellence Trainer plays a pivotal role in elevating the guest experience by developing and delivering training programs that empower our front-line teams to provide exceptional service and drive core GX performance outcomes. This role focuses on embedding the HX Spirit into every interaction, ensuring consistency, empathy, and excellence across all guest touchpoints. The ideal candidate is an engaging facilitator, creative content developer, and passionate advocate for guest-centric standards. Collaboration, adaptability, and a commitment to continuous improvement are essential for success in this role.

We are a passionate team who deliver our global operations from every corner of the world and our people are instrumental in continuing to inspire this adventure, play their part and deliver on our promise of guest centric and memorable experiences, benefiting the communities we visit, enriching our guests and inspiring a more sustainable world.

Key Responsibilities:

·Deliver and execute responsibilities in a safe manner.

·Design and facilitate impactful training programs focused on guest experience, service standards, brand values, and sales behaviours, including interactive in-person content, and e-learning.

·Provide targeted technical training for Sales, Service, and Support teams across multiple systems (Including Seaware, Salesforce, and JIRA), ensuring full understanding of the GX policies and procedures required to deliver consistent guest excellence.

·Act as a culture ambassador by embedding the HX Spirit into every training session and interaction.

·Provide impactful one-on-one and group coaching support in collaboration with the GX Management Team that strengthens call quality, guest interaction consistency, and conversion‑focused behaviours.

·Monitor and assess performance, using guest feedback, call insights, and GX performance data,

providing constructive coaching and tailored development plans for individuals and teams.

·Partner with GX leaders to translate strategy, guest insights, and performance data into scalable training and coaching solutions that enhance guest satisfaction and commercial outcomes.

·Ensure smooth onboarding for new hires, reducing time-to-competency through structured training programs and orientation materials.

·Maintain accurate training records and contribute to continuous improvement initiatives.

About you:

Experience required:

·Experience in guest experience training, hospitality, travel, or cruise industry.

·Proven ability to design and deliver engaging training programs for diverse audiences with a focus on measurable performance improvement.

·Works effectively in a diverse, multinational organisation.

·Fluency in English is required.

·Willingness to travel or deliver training in different time zones if required.

·Strong verbal and written communication skills with the ability to simplify complex concepts.

·Proven ability to facilitate engaging and impactful training sessions both in-person and virtually.

·Creative content development skills for interactive and digital learning.

·Coaching and mentoring experience to improve individual and team performance.

·Comfortable learning and using new software, including LMS and digital training tools.

Desirable Knowledge & Skills:

·Strong understanding of adult learning principles, instructional design, and e-learning.

·Experience delivering sales methodology training and embedding sales capability in service environments.

·German Language.

·Experience of the Expedition Travel Specialist Role.

·Ability to adapt to changing business needs and operational demands.

·Knowledge of guest experience best practices and service excellence standards.

·Experience delivering training in a multinational or remote work environment.

Key Personal Attributes:

• Safety minded for themselves and others.
• You value diversity and take pride in bringing people and perspectives together.
• Motivated to deliver results consistently and to the highest standards.
• Personal integrity and honesty.
• Resilient and calm when working under pressure.
• Agile and responsive to changing business needs.
• Dependable and trustworthy approach to work.
• Detail oriented and proactive problem solver.