Trainer, Guest Experience
3 weeks ago
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 guest-focused training program for YVR employees
- Research, write and create course content including all materials and modules for in-class and on-the-job 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 up-to-date, 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 customer-centric 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 in-person 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
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