Guest Excellence Trainer
- Applications are considered on a rolling basis
- Multiple locations
- Hybrid
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.
Skills & Requirements
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.
Great Place to Work
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Passionate Explorers - We are proud of our history and are driven to create more.
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‘Can-Do’ Mindset - We jump-in and proactively contribute to the greater good.
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Supportive and Collaborative Teams - We are curious and generous with our knowledge. We Trust.
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Genuine Interactions - We want all people to be their true selves.
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Humble Leadership - We have a short distance between leaders and teams.
About the company
Since 1896, HX have championed sustainability in the expedition cruise sector. From launching the world’s first battery-hybrid expedition cruise ships to banishing heavy fuel oil and single use plastics from our fleet. We are at the forefront of driving sustainable practices in expedition cruises that prioritise greener travel.
For nearly 130 years we have been committed to continuously improving what we do for our guests but also for the people we work with.
We are a group of explorers who want to seek out the very best journeys for our guests but also for ourselves. We take our guests on big life-changing adventures, from the stunning wilderness of the Arctic to the incredible creatures on the Galápagos Islands all on our purpose-built expedition ships. Our HX fleet explore hundreds of destinations in over 30 countries across 5 continents.
Our ambition is strong and lofty – we want to become the number one sustainable expedition brand in the world. But we recognise we need passionate explorers, with can-do mindsets, humble leadership skills which bring people together for genuine interactions in a supportive and collaborative way.
As a newly branded company built on a 130-years heritage, HX is at an exciting new chapter and as we embark on this new journey, we believe your skills and passion could thrive. We are looking for talented explorers who want to join us on our exciting expedition to growth and success. This could include travelling and working in amazing HX hubs both on sea and land. From our impressive new Headquarters in London to our state-of-the-art Customer Service Centre just opened in Prague as well as various offices across Europe, the US and APAC.
One thing you’ll find whether on sea or land is a group of people, all connected with the same mindset and purpose - we want to explore more, champion sustainability and become the world’s very best expedition cruise operator.
Single-use plastic banHurtigruten was the first major travel company to have removed single-use plastic from its entire fleet and our hotels.
Hybrid Explorer shipsHX Expedition has two hybrid-electric powered expedition cruise ships that offer a 20% reduction of fuel consumption.
Beach cleanupsHX Expedition Teams encourage guests to take part in beach clean-ups, which results in several metric tonnes of trash every year being removed.
HX Expedition FoundationOur HX Foundation is a dedicated charity supporting local communities and environmental initiatives solely on the areas where HX’s Expedition ships sail, from the Arctic and Alaska to the UK, Galápagos Islands and Antarctica.
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