ليزا williamson, Hospitality & Training Specialist

ليزا williamson

Hospitality & Training Specialist

Etihad Rail

البلد
الإمارات العربية المتحدة - دبي
التعليم
بكالوريوس, CIPD in L&D
الخبرات
26 years, 10 أشهر

مشاركة سيرتي الذاتية

حظر المستخدم


الخبرة العملية

مجموع سنوات الخبرة :26 years, 10 أشهر

Hospitality & Training Specialist في Etihad Rail
  • الإمارات العربية المتحدة - أبو ظبي
  • أشغل هذه الوظيفة منذ أغسطس 2023

• 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.

L&D MANAGER EMEA في Plaza Premium Group
  • الإمارات العربية المتحدة - دبي
  • ديسمبر 2022 إلى مايو 2023

• 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.

Training Manager في PPMG HOSPITALITY
  • الإمارات العربية المتحدة - دبي
  • ديسمبر 2021 إلى نوفمبر 2022

• 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.

INFLIGHT PERFORMANCE DEVELOPMENT MANAGER في Emirates Airline
  • الإمارات العربية المتحدة - دبي
  • أكتوبر 2007 إلى ديسمبر 2021

• 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.

Training Officer في Emirates Airlines
  • الإمارات العربية المتحدة - دبي
  • يونيو 2011 إلى ديسمبر 2021

• 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.

الخلفية التعليمية

بكالوريوس, CIPD in L&D
  • في ICS Learn
  • يونيو 2022

Level 5 which is equivalent to a BA Honors Degree

بكالوريوس, BA Honors Aviation Management
  • في LEEDS university
  • يونيو 2011

Specialties & Skills

Performance Management
Program Facilitation
Training and Development
CONSTRUCTIVE FEEDBACK
COMMUNICATIONS
LEADERSHIP
APPRAISALS
CUSTOMER EXPERIENCE
KEY PERFORMANCE INDICATORS (KPIS)
MANAGEMENT
ON-THE-JOB TRAINING

اللغات

الانجليزية
اللغة الأم

الهوايات

  • Theatre
    Mental Health First Aider