Executive Trainer - Client Experience ***Live Anywhere!***

Executive Management Omaha, Nebraska


Description

Summary:

The Executive Trainer - Client Experience assists the Vice President of Client Experience in creating, planning and executing the training and development of client facing teams at all Jet Linx locations to increase overall satisfaction, actively promote referrals, and creating an exceptional experience for internal and external clients.

Duties & Responsibilities:

  • Evaluate, create, and implement the Client Experience training and development program utilizing various engagement tools and methods (i.e., coaching, online training, mobile applications).
  • Design and deliver an annual training calendar with e-learning courses, workshops, and other relevant trainings related to Jet Linx Service Standards.
  • Assess base service performance with unannounced periodic inspections and evaluations to ensure all standards are executed respective to service and facility.
  • Develop and utilize score cards, share results, and ensure appropriate follow up to establish accountability and improvement.
  • Process all Service Improvement Opportunities, review results, address challenges and improve protocols to guarantee consistently excellent, ultra-luxury service delivery.
  • Assess the client journey, identify opportunities, and proactively intervene to avoid lapse in service.
  • Collaborate with the VP of Client Experience in recruitment, on-boarding, and talent development for the Concierge teams at all Jet Linx locations.
  • Provide input on performance evaluations while coaching and mentoring the Concierge team members in maximizing their potential.
  • Champion opportunities to consistently improve the internal and external client experience.
  • Through exceptional service delivery, assist base leadership to foster retention, drive growth and increase client satisfaction and revenue opportunities.
  • Guide Personal Flight Concierges in effective problem resolution as needed.
  • Develop and test new strategies to consistently improve service delivery and provide remarkably uncommon client experience.
  • Arrange for Elevated Lifestyle (EL) partner presentation and team trainings on a regular basis.
  • Develop and present re-current trainings to Personal Flight Concierge team members.
  • Exemplify the Jet Linx Team Member Service Standards, the Jet Linx’s core values and “Supply the High” in all interactions.
  • Other duties as assigned.

Knowledge, Skills & Abilities:

  • Ability to understand and tailor all actions in accordance with defined Jet Linx Service Standards
  • Excellent verbal and written communication and interpersonal skills to interact with all levels of the company and its customers effectively and professionally
  • Self-motivated and willingness to take initiative utilizing client information for problem resolution and improvements to service
  • Ability to work flexible, non-standard hours including nights, weekends, and holidays
  • Ability to work in a fast-paced environment, with strong attention to detail and organizational skills
  • Proficient with Microsoft Office Suite
  • Experience with e-learning, engagement platforms and practices
  • Current knowledge of effective training and development methods and techniques
  • Ability to maintain the confidentiality of sensitive information
  • Self-motivated and willingness to take initiative utilizing client information for problem resolution and improvements to service
  • Adept at building and maintaining effective training and development content
  • Strong coaching and mentoring skills with the ability to provide candid, performance-based feedback without direct supervision

Education and Work Experience:

  • 2-3 years of previous experience in Training and Development or similar role
  • 5+ years of experience delivering ultra-luxury services in the hospitality and/or aviation industry required
  • Associate Degree or equivalent from 2-year college or hospitality program preferred
  • Forbes Travel Guide Five Star luxury hospitality background preferred
  • Certifications in client service-oriented training and education preferred

Physical Requirements:

  • Majority of work is completed in a normal office work environment
  • Able to complete physical activities such as standing, sitting, walking, talking, and hearing to perform daily work functions
  • Must be able to move up to 25 pounds on an infrequent basis
  • Ability to Travel 50-70%+ of the year