Purpose of the job

As a critical contributor to the Guest Experience and Operations Support organization, the Training and Development Specialist is responsible for development, implementation, oversight and monitoring of comprehensive brand, hospitality, and compliance related training initiatives that support Airport Dimensions and its partners organizational and operational goals. The Training Specialist is responsible for designing, implementing, and sustaining training programs that ensure exceptional hospitality, consistent brand delivery, and a premium guest experience within an airport lounge environment. This role serves as a cultural steward, translating brand standards into daily behaviors while equipping lounge team members with the skills, confidence, and service mindset required to exceed guest expectations in a fast-paced, high-visibility setting.

The Training Specialist oversees onboarding, retraining, and continuous development for front-of-house and back-of-house teams, ensuring service consistency across shifts, peak travel periods, and operational disruptions. Through hands-on coaching, service observations, and performance measurement, the Training Specialist drives service excellence, brand alignment, and guest satisfaction. The Training and Development Specialist will have responsibility over both new-lounge openings as well ongoing training/retraining and compliance initiatives. Leveraging findings from network auditing data, this role will work closely with the internal compliance team as well as third-party training specialists to identify opportunity areas for future training and development.

The ideal candidate for this position would bring a hospitality-first mindset, with a deep understanding that guest experience is emotional, not transactional. They will have experience in premium hospitality environments such as airport lounges, luxury hotels, resorts, cruise lines, upscale restaurants, or branded customer experience operations. Additionally, the ideal candidate would naturally model warmth, professionalism, empathy, and composure—especially during high-volume or disrupted travel periods, and when facilitating training within large groups. The holder of this position will act as a role model in the lounge environment with a full knowledge of all aspects of the operation to be able to act in the capacity of mentor for all positions holding a direct function.

Key Responsibilities

• Work as part of the Operations Support team and the wider shareholder structure to develop training initiatives, recognizing the impact of a robust, ongoing training plan
• Work with the Partnership Operations team to ensure optimal operational performance outcomes, both for new lounge openings and existing lounge retraining efforts
• Ongoing collaboration with the Partnership Operations team to identify and action service gaps, SLA performance and compliance, guest feedback opportunities, and ongoing safety and systems compliance
• Work with AD’s global training team to organize and implement onboarding, service excellence, and leadership training tailored to the airport lounge environment.
• Ensure newly onboarded and seasoned team members are trained in brand standards, guest engagement, food & beverage service, and other critical objectives.
• Creation, implementation, and continuous improvement of Standard Operating Procedures (SOPs) that support consistency, efficiency, and excellence in service delivery.
• Collaborate with internal and external training specialists to lead the development, documentation, and rollout of new SOPs across all lounge operations.
• Design and deliver pre-opening onboarding and immersion programs that bring the brand, service standards, and guest experience to life, even before the doors open.
• Partner with operations to support and align on staffing, service readiness, and training timelines for seamless launch and execution of a new lounge location.
• Conduct on-site service simulations, soft-opening support, and real-time coaching to ensure operational readiness and consistent guest experience at and after a lounge opening.
• Develop and execute ongoing training refresh programs to reinforce hospitality standards, brand behaviors, and service excellence across all lounges.
• Use guest feedback, performance data, and service observations to identify when retraining is needed and to tailor refresh content accordingly.
• Implement refresher training during seasonal peaks, staffing changes, or operational updates to maintain service consistency.
• Ensure training remains current, engaging, and relevant through continuous updates to materials, delivery methods, and reinforcement tools.
• Manage and maintain training content in LMS (Learning Management System), ensuring materials remain current, accessible, and compliant, track completion and certification.
• Partner with in-lounge and above-lounge leadership and stakeholders, Operations, and Guest Experience teams to escalate recurring issues and recommend improvements or solutions.
• Regular review and analysis of guest feedback channels including but not limited to Google and Loop CSAT, ensuring guest feedback is incorporated into ongoing training and lounge audit strategy
• Partner with lounge managers and regional leaders to identify training needs and deliver targeted learning solutions, whether in person or remotely, on time and to completion.
• Evaluate training effectiveness through guest satisfaction scores, audits, and operational KPI’s.
• Act as consultant and subject matter expert to strategic AD partnerships, ensuring successful ideation, compliance, and analysis of new and evolving training programs.

Knowledge, skills, and experience required

Required Qualifications

• 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.

Preferred 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.

About us: Our story

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

Reward & Benefits: What's in it for me?

You can look forward to a competitive salary and benefit plan including but not limited to:

• 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

Equal Opportunities: Our commitment to inclusion

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

If you need any extra support throughout the interview process, then please email us at recruitment@collinson.com