Collinson Group is a global leader in driving loyalty and engagement for many of the world's largest companies. The Training and Development Specialist is responsible for developing, implementing, and monitoring comprehensive brand, hospitality, and compliance related training initiatives that support Airport Dimensions and its partners organizational and operational goals.
Requirements
- Bachelor's degree in hospitality management, human resources, or related field.
- Minimum 8 years of experience in hospitality or airport operations, with at least five years in training, compliance, or comparable role.
- Experience with LMS (Learning Management System) platforms and digital training tools.
- Excellent communication, facilitation, and organizational skills.
- Demonstrated ability to facilitate large-scale training initiatives, including written and oral delivery and collateral.
- Exceptional attention to detail and a passion for hospitality, maintaining high standards for in-lounge delivery.
- Experience in aviation, premium travel, or luxury service environments is a strong plus
- Bilingual or multilingual capabilities.
- Familiarity with union environments and collective bargaining agreements.
- Strong Brand and Service Translator
- Demonstrates the ability to translate brand values into observable behaviors, service rituals, and daily standards.
- Understands how brand promise, tone, and guest expectations must be consistently delivered across teams, shifts, and touchpoints.
- Has partnered with operations, marketing, or brand teams to ensure service delivery aligns with brand identity.
- Communication & People Skills
- Facilitate clear, concise, and always professional communication with internal teams and external vendors to ensure ongoing effective program development.
- Build and maintain strong working relationships across departments and partnerships to ensure smooth operations and knowledge sharing.
- Proficient skills in preparing and presenting executive leader-level presentations; both written and oral.
- Foster a culture of hospitality, accountability, and continuous improvement.
- Communicates clearly and confidently with diverse audiences, from frontline staff to senior leaders.
- Influences by building trust and demonstrating value.
- Comfortable facilitating both small-group coaching sessions and larger classroom-style training.
- Observe service in real time and provide constructive, behavior-based coaching.
- Build credibility with frontline staff by being present, approachable, and hands-on.
- Coach supervisors and managers to reinforce standards and sustain training outcomes.
- Organizational and Time Management Skills
- Coordinate multiple tasks, deadlines, and projects simultaneously, ensuring timely completion and attention to detail with limited manager oversight.
- Support the implementation and tracking of training initiatives, ensuring teams have the resources and information they need to succeed.
- Manage deadlines and adjust priorities to meet operational goals in a fast-paced environment.
- Understand and adapt to the realities of airport operations: peak travel times, staffing variability, security requirements, and irregular operations.
- Able to tailor training to a fast-paced, regulated environment without compromising service quality.
- Work collaboratively with lounge leadership to align training with operational priorities.
- Critical Thinking & Problem-Solving
- Identify challenges in operations or vendor relations and proactively find solutions to improve efficiency and service quality.
- Utilize data and analytical skills to propose Guest Experience and food and beverage programs that meet the evolving, fast-paced requirements of our guests
- Data Interpretation & Reporting
- Interpret and apply reports and data from various departments to inform decisions and operational improvements.
- Uses guest feedback, service metrics, audits, and observations to identify training gaps.
- Measure training effectiveness and adjust programs to drive continuous improvement.
- Approach retraining as proactive, not corrective.
- Diligence & Accuracy
- Ensure accuracy in managing tasks like invoice approvals, vendor communications, and operational support.
Benefits
- 100% employer paid medical, dental, life & LTD insurance for employees
- 100% match to your 401k deferrals (limited) with 100% vesting at 6 months
- Supplemental Insurance including STD, additional Life
- Priority Pass Membership
- Global Mentoring Program
- Wellness Programs
- Lifestyle Benefits
