Hospitality & Service Trainer

Broad Description of Duties:

As a Hospitality & Service Trainer, you will play a crucial role in ensuring our associates deliver exceptional service to our guests. The ideal candidate will have a strong background in serving within the hospitality industry, outstanding communication skills, and a passion for training and development. This role directly reports to HR Director, Talent Development.

Essential Functions/Job Duties:

Associates must be able to perform the essential functions of the position with or without reasonable accommodation.

• Design, develop, and update service training programs, ensuring they align with the organization's service model and guest expectations;
• Create engaging and interactive training materials covering menu knowledge, guest interaction, and order taking;
• Develop and implement training modules focused on upselling strategies to increase revenue while providing value to guests;
• Conduct (and/or create) comprehensive onboarding sessions for new servers, food runners, and bartenders, introducing them to Marcus' culture and service philosophy, as well as specific job responsibilities;
• Provide hands-on training specific to individual theatre layouts and amenities to familiarize new hires with the layout, point of sale systems, and service processes;
• Facilitate training sessions to ensure servers/bartenders/vending associates have a deep understanding of the menu, including ingredients, preparation methods, and allergen information;
• Facilitate training and service expectations that educate servers/bartenders/vending associates on upselling techniques to enhance the guest experience;
• Train servers, food runners, vending associates and bartenders on customer service etiquette, including greeting guests, taking orders, serving food and beverages, and handling customer inquiries or concerns;
• Monitor and evaluate associate upselling skills through role-play and real guest interactions;
• Foster teamwork and effective communication among servers, kitchen staff, and other team members.

*The above list reflects the general details necessary to describe the principal and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

Job Requirements:

• Proven experience as a server in a high-volume restaurant;
• Previous experience in training or mentoring associates within the hospitality industry is preferred;
• Hospitality or Service Certification is preferred;
• In-depth knowledge of food and beverage industry best practices;
• Ability to adapt training methods to accommodate different learning styles.
• Detail-oriented with strong organizational and time-management skills.
• Possess strong interpersonal, verbal, and written communication skills;
• Experience with Excel, PowerPoint, and Canva is preferred;
• Ability to travel to theatre locations up to 50% of the time.

Physical Requirements:

Work is performed in office and theatre environments. The noise level is usually moderate to high with an occasional loud environment. While performing the duties of this job, the employee is frequently required to sit, talk and/or hear, and/or use hands to finger, handle, or touch objects, tools, or controls. The employee is required to stand, and/or walk. The employee must occasionally lift and/or move up to 35 lbs. Specific vision abilities required by this job include close vision and the ability to adjust focus. The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education Required:

• Bachelor's degree in a relevant field of study or combination of experience and education equivalent

Marcus Theatres is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination in our hiring and employment practices in accordance with all applicable laws.