Hospitality & Training Specialist
Etihad Rail
Total years of experience :26 years, 9 Months
• Developing a customized training program for service delivery.
• Implementing a comprehensive hospitality roadmap for service delivery.
• Implementing key performance indicators.
• Defining measurable quality standards.
• Developing strategic training and recruitment initiatives.
• Lead trainer and assessor.
• Conducted TNA within the regional team.
• Executed training initiatives regionally.
• Orchestrated a monthly training calendar for EMEA region.
• Implemented monitoring and evaluation processes to assess training effectiveness.
• Designed and delivered service excellence training modules.
• Designed, developed, facilitated training a 2-week program for a cohort of 70.
• Created training manual, SOP manual and training materials.
• Coached general managers for training delivery.
• Implemented SOPs to streamline operational processes.
• Monitored and assessed training effectiveness.
• Managed team performance of up to 30 members, ensuring rigorous adherence to safety, security, and service compliance standards.
• Maintained seamless communication with the Flight Deck.
• Coached, mentored, and developed new leaders, providing on-the-job training, and offering constructive feedback.
• Effectively mediated conflicts between crew members and passengers.
• Conducted comprehensive evaluations of crew performance, facilitating appraisals against Key Performance Indicators (KPIs)
• Produced detailed and factual reports for senior management and stakeholders, covering various aspects such as customer experience, product development, safety, medical incidents, catering, and service recovery situations.
• Delivered high-impact, competency-based training programs.
• Collaborated on the design and development of innovative training initiatives.
• Facilitated and delivered engaging group training and leadership sessions to culturally diverse audiences.
• Developed and maintained confidential, continual assessment reports, offering constructive feedback on performance, and reviewing ongoing development plans to support future learning and professional growth.
• Identified and reported trends and training issues, contributing valuable insights to enhance program effectiveness.
• Recognized for the ability to create and deliver dynamic training solutions that align with organizational goals and empower individuals to reach their full potential.
Level 5 which is equivalent to a BA Honors Degree