Customer Service
  • Customer Service
  • Nairobi

Big Square


Are you passionate about shaping the future of hospitality management and customer service excellence? Do you thrive in environments where talent development and organizational compliance are top priorities? If so, we have an exciting opportunity for you!

Position Title: Customer Service & Management Trainer
Location: Nairobi, Kenya
Application Deadline: 14th May 2024

Minimum Requirements:

  1. Diploma or Degree in Hospitality Management.
  2. 3-5 years of experience as a Trainer in the hospitality industry; must have experience as a Restaurant Manager.
  3. Experience in an ISO-certified company is an added advantage.


Design and Implement Training Programs: As a Customer Service & Management Trainer, you will be responsible for designing and implementing comprehensive training programs tailored to enhance both management skills and customer service excellence. Your creative approach to curriculum design will ensure that our teams receive the highest quality training, equipping them with the tools they need to succeed.

Oversee Talent Management: You will play a pivotal role in talent management, ensuring that all employees have equitable development opportunities. By identifying and nurturing talent within the organization, you will contribute to the growth and success of our team members while fostering a culture of continuous learning and development.

Ensure Compliance: Compliance with organizational policies is paramount to our success. You will be tasked with ensuring that all training programs and practices align with company policies and industry standards. Your attention to detail and commitment to excellence will help us maintain our ISO-certified status and uphold the highest standards of quality and service.

Manage Staff Productivity: As part of your role, you will be responsible for monitoring and managing staff productivity. By providing ongoing support and coaching, you will empower our team members to perform at their best, driving productivity and efficiency across the organization.

Conduct Training Needs Analyses: Regular training needs analyses are essential for identifying gaps and opportunities for improvement. You will conduct thorough analyses to assess training requirements, ensuring that our programs remain relevant and effective. Your insights will inform our training strategy, allowing us to continuously evolve and adapt to meet the changing needs of our organization.









[Your Name]

[Your Address]

[City, State, Zip Code]

[Your Email Address]

[Your Phone Number]


Hiring Manager Big Square

[Company Address]

Nairobi, Kenya

Dear Hiring Manager,

I am writing to express my interest in the Customer Service & Management Trainer position at Big Square, as advertised. With a solid background in hospitality management and extensive experience as a Trainer in the industry, I am confident in my ability to contribute effectively to your team.

Throughout my career, I have demonstrated a passion for developing talent and fostering a culture of excellence. My experience as a Restaurant Manager has equipped me with valuable insights into the operational aspects of the hospitality business, enabling me to design targeted training programs that address the specific needs of our team members.

I am particularly drawn to Big Square’s commitment to delivering exceptional customer experiences and investing in employee development. I am excited about the opportunity to leverage my skills and expertise to contribute to the continued success and growth of your organization.

Thank you for considering my application. I am eager to further discuss how my qualifications align with the needs of your team. Please find attached my resume for your review.


[Your Name]

10 Expert Tips for Being a Successful Applicant for the Customer Service & Management Trainer Position:

  1. Tailor your resume and cover letter to highlight relevant experience in hospitality management and training.
  2. Showcase your ability to design and deliver effective training programs, emphasizing measurable outcomes and results.
  3. Demonstrate your understanding of ISO standards and compliance requirements within the hospitality industry.
  4. Highlight any experience you have as a Restaurant Manager, showcasing your practical knowledge of frontline operations.
  5. Provide examples of your leadership and coaching skills, illustrating your ability to develop and motivate teams.
  6. Emphasize your commitment to continuous learning and professional development, including any relevant certifications or qualifications.
  7. Research our company culture and values, aligning your application with our mission and vision.
  8. Prepare to discuss your approach to talent management and staff development during the interview process.
  9. Be enthusiastic and passionate about the opportunity to make a positive impact on our team and organization.
  10. Follow up on your application with a thank-you email or call to express your continued interest in the position.

Possible Customer Service & Management Trainer Interview Questions With Answers:

  1. How do you approach designing training programs for diverse teams? Answer: I believe in taking a customized approach to training design, considering the unique needs and learning styles of each team. By conducting thorough needs analyses and soliciting input from stakeholders, I ensure that training programs are relevant, engaging, and impactful.
  2. Can you provide an example of a time when you successfully improved staff productivity through training initiatives? Answer: In my previous role, I implemented a series of targeted training sessions focused on time management and task prioritization. As a result, we saw a measurable increase in productivity, with team members reporting greater efficiency and reduced turnaround times on key tasks.
  3. How do you stay updated on industry trends and best practices in hospitality management? Answer: I make it a priority to stay informed about industry trends and best practices through ongoing professional development, networking, and attending conferences and workshops. Additionally, I actively seek feedback from peers and colleagues to stay abreast of emerging trends and innovative approaches.
  4. How do you handle resistance to change during the implementation of new training initiatives? Answer: I approach resistance to change with empathy and understanding, recognizing that change can be challenging for some individuals. I strive to communicate the rationale behind new initiatives clearly, highlighting the benefits and addressing any concerns or misconceptions. Additionally, I involve team members in the process by soliciting their feedback and encouraging collaboration, fostering a sense of ownership and buy-in.
  5. Can you share an example of a time when you successfully addressed a performance gap through targeted training interventions? Answer: In a previous role, I identified a performance gap related to customer service skills among frontline staff. I developed and delivered a specialized training program focused on effective communication and conflict resolution techniques. As a result, we saw a significant improvement in customer satisfaction scores and a reduction in customer complaints.
  6. How do you ensure that training programs align with organizational goals and priorities? Answer: I collaborate closely with senior leadership and department heads to align training initiatives with overarching organizational goals and priorities. By gaining a deep understanding of business objectives and strategic initiatives, I ensure that training programs are directly tied to key performance indicators and contribute to the achievement of our broader mission and vision.
  7. What strategies do you use to evaluate the effectiveness of training programs and measure ROI? Answer: I employ a variety of evaluation methods, including pre- and post-training assessments, participant feedback surveys, and performance metrics analysis. By collecting data at multiple touchpoints throughout the training process, I am able to assess both short-term and long-term impact and make data-driven decisions to continuously improve and refine our training offerings.
  8. How do you approach designing training programs for remote or distributed teams? Answer: When designing training programs for remote or distributed teams, I leverage technology to create interactive and engaging learning experiences. I utilize virtual collaboration tools, e-learning platforms, and multimedia resources to ensure that all team members have access to training materials and can participate actively regardless of their location.
  9. Can you provide an example of a time when you successfully adapted training programs to meet the needs of a diverse workforce? Answer: In my previous role, I led a multicultural team with diverse language proficiencies and cultural backgrounds. To ensure that training programs were accessible and inclusive for all team members, I provided materials in multiple languages, incorporated cultural sensitivity training, and offered flexible scheduling options to accommodate different time zones and work schedules.
  10. How do you foster a culture of continuous learning and development within your team? Answer: I believe in leading by example and creating a supportive environment where learning is valued and encouraged. I provide ongoing coaching and feedback to team members, recognizing and rewarding their efforts to enhance their skills and knowledge. Additionally, I promote cross-functional collaboration and knowledge sharing, facilitating opportunities for peer-to-peer learning and professional growth.

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We are committed to attracting and retaining the best employees from all races and backgrounds in our continued effort to become a better development partner. We are an equal Employer and do not charge any application/recruitment fee whether refundable or not.

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