Job Overview
Service and Standards Trainer
Fiji Airways is looking to recruit passionate, knowledgeable and world class role model(s) to deliver transformative and meaningful educational programs to ensure the indoctrination of our Service Culture that help equip the cabin crew and front line employees to deliver World Class Service Standards.
This role is key to setting the foundations of our Service Culture and ensuring that the delivery of and alignment to World Class Service Standards is consistent throughout the organization.
KEY RESPONSIBILITIES
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Develop service standards, behavioural competences, and appropriate evaluation methodologies for cabin crew.
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Create educational programs including but not limited to Standard Operating Procedures, Service Standards Codes of conduct, World Class Service behaviours, FJ Service Mind-set and Grooming Standards.
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Provide world-class training and educational programs that are transformative and impactful.
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Mentor and coach all Cabin Crew throughout their education and career progression.
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Perform theoretical and practical evaluations of the Cabin Crew’s performance and making recommendations.
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Ongoing review of training programs and alignment with recommendations and reports provided by quality and service standards leads, testimonials and customer experience departments.
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Utilize the company’s learning management system to create and maintain eLearning courseware with policy changes to meet current and future training needs.
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Train additional instructors through train the trainer methods when required.
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Collaborate and consult with stakeholders across the organization to create educational programs that meet world-class standards of service.
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Provide frontline stakeholders with feedback on training and quality needs assessments across all customer service functions and provide recommendations for improvement.
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Guide and empower frontline employees and managers to apply skills learned in training.
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Develop the skills and practices needed to advance corporate initiatives and cross-functional expertise to support the training department.
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Conduct company-requested audits to measure training effectiveness and compliance with service standards.
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Monitor and evaluate employees against world-class standards and develop intervention training and education as needed.
QUALIFICATIONS, SKILLS & EXPERIENCE
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Degree or equivalent qualification in Training and development, Hospitality Management, Quality Assurance, or similar field, with emphasis on Customer Service, or Cabin Crew Training.
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Completion of full Safety and Emergency Procedures training course, and certification as competent to perform safety and service line checks.
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NLP Practitioner preferred.
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TOTs qualification not mandatory but would be advantageous.
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Previous experience in Customer Service Training or as an Instructor for Cabin Crew training or UYS training will be an advantage.
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Experience in developing course content and lesson plans.
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Computer and eLearning skills required.
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Excellent organizational skills and ability to multitask.
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Must be highly motivated and possess strong initiative.
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Proficient with MS Office products (i.e. MS Word, Power Point, Outlook, etc.)
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Ability to work flexible hours (including weekends, early morning and evening/night).
Applications are open to all Fijians. Former employees of Fiji Airways or Fiji Link are welcome to apply. All shortlisted applicants will be contacted for next steps of the recruitment process.
Applications close on Monday, 10 April 2023
If you are interested in this opportunity
VISIT: https://www.fijiairways.com/en-fj/about-fiji-airways/our-careers/