Position: Freelance Trainer Hospitality & Frontline Service Excellence

Engagement Type: Freelance / Training Assignment

Training Audience: Housekeeping, Patient Care Attendants (PCA) & F&B; Stewards

Location: Hospital / Healthcare Facility

Reporting To: HR / Learning & Development

Engagement Duration: As per training calendar / requirement

Role Purpose To design and deliver practical, engaging and hospitality-oriented training programs for frontline employees working in Housekeeping, Patient Care Attendant (PCA) and Food & Beverage (F&B;) Steward functions.

The trainer will bring strong hospitality industry experience and translate hospitality service standards into a healthcare environment, with emphasis on service excellence, patient-centric behaviour, grooming, communication, courtesy, discipline, teamwork and professional conduct.

Key Training Areas

- Hospitality and service excellence in a healthcare environment
- Patient-centric and guest-centric service behaviour
- Professional grooming, personal hygiene and appearance
- Verbal and non-verbal communication
- Courtesy, empathy and respectful interaction
- Body language and professional etiquette
- Handling patients, attendants, visitors and internal customers
- Service recovery and handling difficult situations
- Telephone and face-to-face etiquette
- Workplace discipline and professional conduct
- Teamwork and coordination across departments
- Time management and responsiveness
- Basic hospitality standards and service protocols
- Managing complaints and escalations appropriately
- Maintaining privacy, dignity and confidentiality while interacting with patients
- Creating a positive patient and attendant experience

Role & Responsibilities Training Design & Planning

- Understand the specific requirements of Housekeeping, PCA and F&B; frontline teams.
- Develop practical, role-specific training modules based on hospitality best practices.
- Customize training content to suit the healthcare environment.
- Prepare training materials, activities, case studies and role plays as required.

1. Training Delivery

- Conduct interactive classroom and experiential training sessions.
- Deliver separate or customized sessions for Housekeeping, PCA and F&B; Stewards.
- Use demonstrations, role plays, simulations, case studies and real-life hospitality examples.
- Ensure training is practical and immediately applicable at the workplace.




- Reinforce service standards through examples from the hospitality industry.

1. Frontline Service Excellence

- Coach employees on skilled behaviour and service orientation.
- Develop a culture of courtesy, empathy, responsiveness and ownership.
- Train employees to anticipate customer/patient needs and respond appropriately.
- Improve the overall patient and attendant experience through frontline interactions.

1. Grooming & Professional Etiquette

- Train employees on grooming, personal hygiene and appropriate workplace appearance.
- Demonstrate professional body language, posture and communication.
- Reinforce standards of punctuality, discipline and workplace conduct.

1. Communication & Behavioural Skills

- Develop communication skills appropriate for patient-facing roles.
- Train employees in active listening and empathetic communication.
- Coach employees on handling difficult conversations and emotionally sensitive situations.
- Build confidence and professionalism among frontline employees.

1. Service Recovery & Complaint Handling

- Train employees to identify and appropriately respond to service concerns.
- Develop skills for managing difficult patients, attendants and visitors.
- Teach appropriate escalation protocols and service recovery behaviours.

1. Assessment & Feedback

- Conduct pre- and post-training assessments where required.
- Evaluate participant engagement and learning.
- Provide individual/group feedback to participants.
- Submit training completion reports and observations to HR/L&D.;

1. Workplace Application

- Conduct practical demonstrations and on-the-job observations, where required.
- Identify behavioural/service gaps and recommend improvement areas.
- Provide recommendations to HR/L&D; for reinforcement and follow-up interventions.

Preferred Candidate Profile
- Graduate / Diploma in Hotel Management, Hospitality Management, Tourism, Service Management or a related discipline.
- 812+ years of relevant hospitality experience, preferably with exposure to reputed hotels,



resorts, luxury hospitality or large service organizations.
- Prior experience in hospitality training, Learning & Development, service excellence or frontline capability development is preferred.
- Strong understanding of hotel operations, guest experience and service standards.
- Experience training frontline employees such as housekeeping, stewarding, F&B; service, guest relations, room service or similar functions.
- Exposure to healthcare hospitality / hospital service excellence will be an added advantage.
- Excellent verbal communication and presentation skills.
- Strong interpersonal skills with the ability to engage employees from diverse educational and professional backgrounds.
- Ability to conduct interactive, practical and activity-based training rather than purely classroom-based sessions.
- Strong understanding of grooming, etiquette, customer service and behavioural standards.
- Comfortable conducting training in Hindi and English; knowledge of Marathi will be an advantage.
- High energy, professional presence and strong facilitation skills.
- Willingness to work on a freelance / assignment-based engagement.

Key Competencies
- Hospitality & Service Excellence
- Patient/Customer Centricity
- Communication Skills
- Empathy & Emotional Intelligence
- Grooming & Professional Etiquette
- Facilitation & Presentation
- Behavioural Coaching
- Conflict & Complaint Handling
- Role Play & Experiential Learning
- Frontline Workforce Engagement
- Teamwork & Collaboration
- Professionalism & Ownership

Key Deliverables
- Training plan and session structure
- Role-specific training content
- Training delivery for identified frontline employees
- Practical demonstrations and role plays
- Participant attendance and completion records
- Pre/post-training assessment, wherever applicable
- Training effectiveness feedback
- Trainer observations and recommendations
- Final training report to HR/L&D;

Success Measures
- Improvement in frontline service behaviour
- Improved grooming and professional etiquette
- Improved communication and patient interaction
- Better handling of complaints and difficult situations
- Increased employee confidence and service ownership
- Positive feedback from participants and operational stakeholders
- Demonstrable improvement in patient/attendant service experience

📌 Freelance Trainer (Mumbai)
🏢 Sir Hn Reliance Foundation Hospital
📍 Mumbai