Passenger Services Supervisor - Line Training

Responsibilities

• Coaching and monitoring the HAS Passenger Service Line Training duties, ensuring high-quality training services are delivered.
• Design, develop and conduct initial, progression and customer service training programs to equip Passenger Services team members with essential competencies.
• Deliver Induction and Customer Service Training, Airline training programme and briefing sessions.
• Conduct training needs analysis and the review existing training programmes.
• Customize and update training syllabus, materials and assessments to align with ISAGO standards and recommended practices addressing the specific needs of airlines.
• Collaborate with frontline coaches to facilitate effective on-the-job training and monitor performance.
• Provide performance feedback and reports for individual team members, coordinating with operation line management for appropriate follow-up and support.
• Evaluate the training process and effectiveness, making recommendation for improvement.
• Support operations and projects as and when required.

 Requirements

• Good airline knowledge: with minimum 5 years’ experience in airline business, customer service excellence, process and procedures.
• Proven experience in training and on-the-job coaching. Preferably with knowledge on course design.
• Detail-minded, strong planning and organizing skill.
• Excellent communication and influencing skills – able to communicate well with all parties.
• Computer literate, especially Microsoft Word and Excel.
• Good command of spoken and written English.  Proficiency in Chinese and an additional language will be an advantage.
• Passion to learn and share with others.