Collinson · 1 day ago
Training and Development Specialist-Airport Dimensions
Dallas, TX
Full-time
Hybrid
Senior Level, Lead/Staff
8+ years expCollinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. The Training and Development Specialist is responsible for developing, implementing, and overseeing training initiatives that support operational goals and enhance guest experiences within airport lounges.
Consumer Services
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
Qualification
Required
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
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
Benefits
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
Company
Collinson
Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Michael Brassil, FCA, CPA
CFO & SVP for the Americas
Jeremy Dalkoff
Vice President, Partnerships - Americas
Company data provided by crunchbase