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Trainer, Guest Experience

3 months ago

Vancouver, British Columbia, Canada Vancouver Airport Authority Full time

Located on the traditional, ancestral and unceded lands of the xwməθkwəy̓əm (Musqueam), YVR is made up of a team of diverse people who are working collaboratively to Connect BC proudly to the World.

Safety is at the core of everything we do; we're innovative, fun, and we invest in our people.

With high engagement scores, an abundance of learning and development opportunities, and a holistic approach to wellness, we're looking for someone to join our team.


We have a full-time, acting assignment/term opportunity (to May 2024) for a
Trainer, Guest Experience with the Airport Operations team.

Reporting to the Manager, Passenger Operations, the Trainer, Guest Experience will be responsible for developing and implementing guest-focused training program for YVR's frontline Guest Experience team, as well as other departments and partners at YVR.


Key responsibilities include:

  • Plan, develop and deliver an engaging airport operations and guestfocused training program for YVR employees
  • Research, write and create course content including all materials and modules for inclass and onthejob training
  • Lead and organize training sessions as well as develop recurrent training plans for a shift environment
  • Collaborate and liaise with internal and external YVR partners and stakeholders to continually evaluate, improve and revise training materials and plans
  • Responsible for ensuring all training materials and documentation including SOPs (Standard Operating Procedures) are uptodate, accurate and reflective of a changing operational environment

Key qualifications include:

  • Completion of a bachelor's degree in business management, human resources or equivalent experience and/or education; professional designations in training and/or facilitation are considered assets
  • Minimum 5 years of training experience with skills in creating and implementing a customercentric training program
  • Proven presentation, group facilitation skills; adept at engaging and teaching to various adult learning needs
  • Strong experience in customer service and/or guest experience leadership with a solid understanding of customer data and drivers of customer satisfaction
  • Exceptional understanding and knowledge of the airport operations environment
  • Significant computer skills including MS Teams, developing online training modules and course content as well as delivering training inperson and online
  • Strong communications and relationship skills with the ability to engage with various stakeholders to gather information and feedback that can be quickly adapted to training materials
  • Additional language skills, preferably French, is considered an asset