Training Manager

4 weeks ago


Abu Dhabi, United Arab Emirates THA Staffing Full time

**ROLE RESPONSIBILTIES**:

- Create training content and provide onboarding and refresher training to the Guest Experience team.
- Provide weekly and monthly reports as required.
- Ensure KPI/SLA requirements are met.
- Create and maintain training schedule and documents for staff onboarding (HSE and SOP implementation training) and keep record of staff training history.
- Training must cover both Venue SOPs and all general customer service related skills.
- Monitor all HSE aspects related to team and provide reports. Attend weekly/monthly meeting with Venue’s Health and Safety Team.
- Escalate any incidents to Venue Management.
- Supervise and observe the performance of Guest Experience team on the ground.
- Keep up to date schedule of any upcoming training requirements.
- Ensure that all instructions given by Venue Operations are cascaded down to the team.
- Responsible for the usage of devices and equipment belonging to Venue and to follow the ICT usage policy.
- Provide any ad-hoc reports and business continuity plans (BCP) when requested.

**ROLE KEY REQUIREMENTS**:

- Languages: Fluent in **English and Arabic**:

- mandatory
- **Strong experience in creating training content/modules**:

- Strong ability to provide training to the staff and mentoring them
- Min. 5 years of customer service training experience
- Ability to manage teams
- Client Management skill set
- Health and Safety experience and reporting
- Ability to handle well the pressure and last-minute requests
- Strong reporting skills
- Experience in quality control and KPIs management
- Capability to implement SOPs
- Proficiency in word, excel. outlook
- Ability of develop and implement SOPs
- Willingness to work on varied shifts, including late nights, weekends, and holidays, if required

**KEY COMPETENCIES**
- Reliability - deliver the promised service dependably and accurately.
- Tangibles - provide clean facilities, a warm and inviting environment, and friendly attitude
- Assurance - know where things are and what’s on in the venue.
- Empathy - listen to visitors, paying attention to what they say, and provide personalised care.
- Responsiveness - provide prompt service and be willing to help


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