Customer Service Trainer

Ohana Inns is hiring a fractional CHOPS Customer Service Trainer to prepare new hires and coach its guest-support team. The role develops onboarding, practical training, coaching, and playbooks to improve customer service and team performance.

Responsibilities:

• Onboard new Choperators. Run a clear first-30-days program covering our tools, our properties, our policies, and the Ohana way of talking to guests
• Teach our doctrines in practice. Bring Heart First, Refund Last, Own the Sky, and Project Lemon to life with real calls, real messages, and role play, so the team knows when to fix, when to rebook, and when compensation is the right call. You'll also bring your playbooks, methods and skills to the team. We want you to add your best stuff to our best stuff
• Coach from real conversations. Listen to calls and read message threads every week, give specific feedback, and run short group sessions on the patterns you spot
• Build the playbook. Write and keep current the scripts, "say this, not that" guides, escalation paths, and quick-reference sheets the team actually uses
• Close the gaps the numbers show. Use our team metrics (first response time, CSAT, first contact resolution, on-site escalation rate, and pre-booking conversion) to decide what to train next
• Train for the hard days. Prepare the team for storms, outages, overbookings, and upset guests so nobody is learning it live
• Keep the loop tight with local teams. Work with property managers in each region so Choperators know the quirks of every home and inn they support
• Help us use AI well. Coach the team on using our AI tools to work faster and know more, without ever putting a bot between us and our guests

Requirements:

• 5+ years in guest-facing customer service, with at least 2 years training or coaching a support team
• Hospitality, vacation rental, or hotel experience
• A knack for turning messy real-world situations into simple, teachable steps
• Comfort giving direct, kind feedback and getting people to want more of it
• Clear writing in English, and the habit of documenting what works
• Experience with property management systems, guest messaging tools, and phone platforms
• Fluent Spanish
• Time as a frontline agent at a short-term rental company
• Experience building training with AI tools or a learning platform