About the role
The Assistant Manager – L&D will be responsible for designing, delivering, and evaluating training programs to enhance the performance, engagement, and development of employees across all airport hospitality operations. This role supports the implementation of learning initiatives aligned with organizational goals and brand standards, with a strong focus on service excellence in a dynamic airport environment.
Key Responsibilities:
1.Learning Design & Delivery
- Design, develop, and deliver
engaging training programs including onboarding, soft
skills, customer service, operational procedures, and leadership
development.
- Facilitate classroom, virtual,
and on-the-job training sessions for frontline,
supervisory, and mid-level teams.
- Localize global training content
to fit the brand tone, airport-specific needs, and
customer profiles.
2.Training Coordination & Logistics
- Plan and schedule training
sessions in coordination with department heads and
operational leads.
- Manage training logistics such as
materials, venues, attendance tracking, and evaluation
forms.
- Maintain updated
training records and reports for audits and compliance.
- Monitor training effectiveness
through feedback, assessments, and KPIs like customer
satisfaction scores and service recovery metrics.
- Collaborate with Quality and
Operations teams to identify performance gaps and
recommend learning interventions.
- Work closely with
cross-functional teams including Operations, Guest Services,
Housekeeping, and F&B to align training with business
needs.
- Liaise with external
training partners and certification agencies when
required.
Requirements Qualifications & Skills:
- Bachelor’s degree in HR,
Hospitality Management, Psychology, or related field.
- 4–6 years of experience in
Learning & Development, preferably in the hospitality,
aviation, or retail sector.
- Strong facilitation and public
speaking skills.
- Hands-on experience with learning
management systems (LMS), digital training tools, and
content creation platforms.
- Excellent interpersonal,
organizational, and analytical skills.
- Passion for guest service, team
development, and continuous improvement.
- Prior experience working in an
airport or high-volume hospitality setting.
Benefits