19 Oct
Swissport International
Speke
Do you want to be at the forefront of one of the most exciting and fastest growing sectors in Travel & Hospitality?
If you have a passion for delivering world class guest experience, leading hospitality teams and enjoy meeting new faces every day, then this is the role for you.
We are Aspire Executive Lounges. With more than 35 years of ward winning hospitality experience, we are Europe’s largest brand of executive lounges and serve over 5 million customers worldwide within 80 lounges, that’s over 14,000 guests per day.
We deliver outstanding customer experiences, bringing sophistication to everyday travel, delivering our brand promise of ‘the perfect start’.
We are seeking candidates for an exciting opportunity to join a high-flying team of hospitality professionals and to continually improve the Aspire Executive Lounge offering to meet our ambition of being the Best Lounge provider globally.
Job Summary: The Executive Lounge Training Team Leader reports jointly to the General Manager and Senior Regional Training Officer, supporting the entire local lounge team by executing the lounge training function from classroom-based theory induction with new hires to upskilling and practical trainings in the live lounge environment. In this role you will be a senior leader within the lounge, ensuring each team member is exceeding the expectations of our guests by following our training, safe operating & hygiene procedures. Working in partnership with the Lounge Regional Training structure, you will ensure all mandatory and regulatory training is compliant and records are fully auditable.
Key Responsibilities:
- Responsible for both classroom training and on the job training in accordance with global and local standards.
- Coach, mentor and develop new and existing employees by providing objective feedback to improve the performance and behaviour of others.
- Lead by example acting as a role model to staff and tackling poor performance and misconduct whenever it occurs.
- Induct new employees into the business.
- Able to evaluate employee performance by continuously assessing staff within your Lounge to ensure that they are competent and confident to carry out their specific duties.
- Ensure company standards and policies are adhered to.
- Maintain compliance for your Lounge, checking recurrent training is up to date.
- Communicate on a regular basis with the SRTO to discuss training needs within your dedicated Lounge.
- Update Swissport training database to reflect compliance.
- Assist with team leader and other associated roster coverage as required.
- Provide professional day to day leadership to the lounge team, ensuring the highest standards of health and safety, quality, customer service and security are met and maintained.
- To take a pro-active approach to support the operation to best effect in all cases including being the champion for service, dietary and allergen information.
- To take personal responsibility to ensure that the team delivers the appropriate service to the same high standards on every occasion, in order to reduce health and safety incidents and always provide a consistent service to customers.
- Communicate and collaborate to engage others.
Essential Skills:
- Can communicate clearly with your people to help them understand the company’s strategy and goals.
- Be able to build positive and trusting relationships
- Embrace an ideas culture to enable teams to create an agile edge.
- Promote flexibility, adaptability and agility to enable contingency time.
- Provide feedback to the team on operational results to ensure service standards are always upheld.
KEY PERFORMANCE INDICATORS
- Health & Safety
- Customer and Employee Satisfaction
- Training Compliance
- Cost of Labour and Sale Control
QUALIFICATIONS AND COMPETENCIES
- Experience working in aviation, ideally in an operational role.
- Flexible to work on various shifts (days, evening, nights, weekends, and holidays)
- To have undertaken or be prepared to undertake iLead & a L3 training qualification post-appointment.
- Fluent spoken and written English (additional languages beneficial)
- A desire to lead and develop other teams and team members.
- Ability to travel, as required, within the regions lounge network.
The list is not exhaustive and is not intended to restrict the scope of the job but clearly define a starting point and may vary depending on location and local customer requirements.
Benefits:
- Free parking whilst at work.
- Industry recognised food safety training and qualifications to FSA L3.
- Industry recognised CPD opportunities with the Aspire Hospitality Academy.
- Comprehensive Employee Recognition scheme.
- Supervisory Training.
- Free meals and soft drinks during shifts.
- Uniform provided.
- Swissport pension scheme with ability to self-contribute.
- 24-hour employee assistance programme
- Discounted retail – Varies by Airport Outlet.
- Discounted access to Aspire lounge network for family and friends.