Department: Operations
Location: Ahmedabad / Multiple Locations
Reporting To: Head – Business Operations
About AirManiax India Pvt. Ltd.
AirManiax India Pvt. Ltd. is a leading indoor family entertainment and adventure park committed to delivering world-class recreational experiences for families, children, schools, and corporate groups. Through innovative attractions, interactive play zones, and exceptional guest service, we strive to create memorable experiences in a safe and engaging environment.
Position Summary
AirManiax is looking for an experienced and passionate Training Manager – Hospitality & Customer Experience to lead the Learning & Development function across multiple centres. The role is responsible for designing, developing, and delivering training programs that enhance hospitality standards, customer service excellence, operational efficiency, and employee capability.
The ideal candidate will work closely with Operations and Centre Managers to identify training needs, develop SOP-based learning modules, coach frontline teams, and drive a consistent customer experience across all locations.
Key ResponsibilitiesHospitality & Customer Experience Training
- Design and deliver engaging training programs on hospitality, customer service, communication, grooming, guest handling, and service etiquette.
- Conduct induction, refresher, and on-the-job training sessions for frontline and operational teams.
- Develop customer service standards and ensure consistent implementation across all centres.
- Coach employees to deliver exceptional guest experiences at every customer touchpoint.
Training Content Development
- Develop structured training modules, facilitator guides, presentations, role plays, assessments, SOP manuals, and training checklists.
- Create learning content covering:
- Hospitality Excellence
- Customer Service & Guest Delight
- Complaint Handling & Conflict Resolution
- Communication Skills
- Grooming & Professional Etiquette
- Front Desk & Telephone Etiquette
- Upselling & Cross-selling
- Teamwork & Workplace Behaviour
- Safety & Service Standards
- Customer Experience Journey
Capability Building
- Visit centres regularly to identify skill gaps and operational training requirements.
- Observe employee performance and provide coaching and actionable feedback.
- Work with Centre Managers to improve service quality and operational efficiency.
- Conduct Train-the-Trainer (TTT) programs and develop internal trainers.
Customer Experience Improvement
- Map and evaluate the customer journey to identify improvement opportunities.
- Analyse customer feedback, complaints, reviews, and operational observations.
- Recommend initiatives that improve guest satisfaction, loyalty, and retention.
- Collaborate with HR and Operations to implement customer experience improvement projects.
Training Evaluation & Reporting
- Conduct pre- and post-training assessments.
- Track training attendance, completion, feedback, and learning effectiveness.
- Prepare monthly training reports and capability development dashboards.
- Measure training impact using customer feedback, service audits, complaint trends, and operational KPIs.
SOP & Process Excellence
- Develop and continuously improve SOPs, operational guidelines, and service standards.
- Ensure adherence to defined hospitality practices across all centres.
- Conduct periodic service audits and recommend process improvements.
Desired Skills & Competencies
- Strong knowledge of hospitality operations and customer service excellence.
- Excellent facilitation, coaching, mentoring, and presentation skills.
- Experience in designing and delivering impactful learning programs.
- Strong interpersonal and stakeholder management abilities.
- Excellent analytical, planning, and problem-solving skills.
- Ability to work with cross-functional teams across multiple locations.
- Proficiency in Microsoft PowerPoint, Excel, and training tools.
- Willingness to travel frequently across centres.
Qualifications
- Bachelor's or Master's degree in Hospitality Management, Hotel Management, Business Administration, Human Resources, Learning & Development, or a related field.
Experience
- 5–10 years of relevant experience in Learning & Development, Hospitality Training, Customer Experience, Hotel Operations, Premium Retail, QSR, Entertainment, Theme Parks, Gaming, Multiplex, or other service industries.
- Experience managing training across multiple locations is highly preferred.
Key Performance Indicators (KPIs)
- Improvement in customer satisfaction and guest experience.
- Standardization of hospitality and customer service practices.
- Successful implementation of SOP-based learning programs.
- Reduction in customer complaints and service gaps.
- Improved employee capability and training effectiveness.
- Consistent service delivery across all centres.
- Development of a strong internal trainer network.
Why Join AirManiax?
- Opportunity to build and lead the Learning & Development function in a fast-growing entertainment brand.
- Exposure to multi-location operations and customer experience transformation.
- Collaborative and innovative work environment.
- Career growth opportunities in hospitality, operations, and organizational development.
Pay: ₹600,000.00 - ₹1,000,000.00 per year
Work Location: In person
