Senior Instructional Designer / Facilitator (Hospitality – ILT Evaluation)

ELB Learning

3d•Onsite

About The Position

We are seeking a Senior Instructional Designer with strong facilitation and SME experience in the hospitality industry to observe, evaluate, and provide structured feedback on a live instructor-led training (ILT) session titled “Turning Customers into Promoters / Wow Experience”. This role is not to facilitate the session, but to evaluate another facilitator’s delivery and assess the effectiveness of the training in driving a shift from process-focused behaviors to people-first, customer-centric behaviors. The ideal candidate brings a strong lens in instructional design, ILT delivery, adult learning, and hospitality operations, and can quickly identify opportunities to strengthen content realism, engagement, flow, storytelling, role plays, and behavior transfer to store environments.

Requirements

Senior-level experience in Instructional Design, Facilitation, and ILT evaluation.
Strong hospitality industry background (required).
Proven ability to evaluate and improve instructor-led training experiences.
Deep understanding of adult learning principles and behavior-based learning.
Experience acting as an SME or reviewer for live training programs.
Comfortable providing candid, constructive feedback to internal stakeholders.
Able to synthesize observations quickly and communicate insights clearly.

Nice To Haves

Experience assessing customer experience (CX) or service excellence training.
Background in coaching facilitators or reviewing facilitator performance.
Familiarity with scaling ILT programs across multiple locations.

Responsibilities

Attend and observe live ILT sessions onsite.
Evaluate training effectiveness across:
Learner engagement and participation
Flow, pacing, and storytelling
Role plays and experiential activities
Behavioral alignment with customer-centric outcomes
Assess the facilitator’s delivery approach and impact.
Identify gaps and opportunities to improve realism, relevance, and transfer of learning to the job.
Provide feedback and recommendations verbally and via written notes to ELB leadership (not client-facing).
Contribute insights on scalability and what would be required to support broader facilitation or deployment in the future.
Capture most observations during the session, with a brief follow-up discussion afterward.