Senior Trainer

Michael & Son Services Inc. • Alexandria, VA

16h

About The Position

The Senior Trainer architects and leads the overarching customer experience and service excellence strategy across our entire trade operations. This individual contributor transforms technical service delivery into a premium brand differentiator by embedding elite, world-class hospitality standards into field and office operations.

Requirements

• 10+ years of experience in luxury hospitality management and / or training management within residential services, HVAC, plumbing, or electrical sectors.
• Direct, verified prior employment with elite hospitality brands (e.g., Four Seasons, Ritz-Carlton).
• Direct, verified training or employment experience with Disney or Disney-like service culture frameworks.
• Proven success adapting hospitality principles to various industries specifically decentralized, field-based, or trade industries.
• Exceptional ability to gain buy-in and respect from seasoned trade professionals.
• Strong aptitude for translating customer feedback metrics into actionable training strategies.
• Expert at pivoting training methods to support rapid business scaling or new trade lines.

Nice To Haves

• Bachelor's Degree and / or certifications in Hospitality is preferred.

Responsibilities

• Establish premier service benchmarks for all customer-facing trade and support roles.
• Assist with designing the end-to-end customer journey map from initial dispatch call to post-service follow-up.
• Collaborate with executive leadership to align service behaviors with business growth goals.
• Build a comprehensive, scalable curriculum for field and office staff.
• Translate luxury hospitality frameworks into practical, field-friendly communication steps.
• Develop specialized modules for defusing high-stakes escalations and premium client management.
• Partner with Service Managers to drive customer satisfaction metrics.
• Audit service delivery via field ride-alongs, call monitoring, and "mystery shopper" programs.
• Analyze operational data to identify performance gaps and deploy targeted training interventions.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior