Hospitality Trainer- Birmingham Airport at Swissport · Birmingham

Overview

Hospitality Trainer

Location: Birmingham Airport

Hours: This role will require shift work which will consist of unsociable hours

Pay: £15.72 per hour, £30,000 per annum, this role carries a monthly training allowance.

• Do you want to be at the forefront of one of the most exciting and fastest growing sectors in Travel & Hospitality? If you have a passion for delivering world class guest experience, training hospitality colleagues and enjoy meeting new faces every day, then this is the role for you.
• Operating since 1987, Aspire Lounges are an award-winning hospitality experience, that has grown to become Europe’s largest brand of Pre Flight Hospitality and second by scale globally. We serve over 6m+ customers worldwide within 100 + lounges and over 18,000 guests per day.
• We deliver outstanding customer experiences, bringing sophistication to everyday travel, delivering our refreshed brand promise of ‘time well spent’.
• We are seeking candidates for an exciting opportunity to join a high-flying team of hospitality professionals and to continually improve the Aspire Pre Flight Hospitality Lounge offering to meet our ambition of being the Best Lounge provider globally.

Job Summary:

The Hospitality Trainer reports jointly to the General Manager and Regional Training Department and is responsible for delivering and embedding Aspire’s service standards within the lounge.

This role supports the development of all colleagues through structured onboarding, online and classroom-based learning and in-lounge coaching, ensuring the consistent delivery of Aspire’s People, Place and Provender hallmarks.

The Hospitality Trainer is a senior role and embeds the People Pillar attributes of Empathy, Efficiency and Discretion, ensuring colleagues are confident, capable and delivering Aspire service standards across every guest touchpoint. Working in partnership with the Regional Training Department, you will ensure all mandatory and regulatory training is compliant and records are fully auditable. Critically you’ll set the tone, leading high standards in hospitality and ensuring the training plans are in place to realise them.

Responsibilities

Training Delivery & Compliance:

• Deliver both classroom-based and on-the-job training in line with global and local Aspire standards.
• Lead structured induction programmes for new colleagues, ensuring understanding of brand, service standards and operational procedures.
• Maintain full training compliance, ensuring all mandatory and recurrent training is completed, recorded and audit ready.
• Update training systems and databases to accurately reflect compliance and colleague progress.
• Work in partnership with the Regional Training Team to identify and address training needs within the lounge.
• Ensure all company standards, policies & procedures are consistently understood & adhered to by the whole lounge team.

Coaching, Performance & Team Development:

• Coach, mentor and develop colleagues through regular observation, structured feedback and in-the-moment coaching.
• Continuously assess colleague capability to ensure they are competent, confident & delivering their role effectively.
• Lead by example as a role model, demonstrating Aspire’s service behaviours of Empathy, Efficiency and Discretion.
• Address performance gaps, poor performance and misconduct in a timely and professional manner, supporting improvement.
• Support leaders and colleagues in building capability, confidence and consistency in service delivery.
• Foster a culture of continuous improvement, feedback and engagement, building positive and trusting relationships across the team.

Operational Leadership & Service Excellence:

• Act as a champion for service excellence, ensuring consistent delivery across the guest journey (Welcome, Hosting, Service Delivery, Farewell) and ensuring the highest standards of health & safety, quality and security are consistently delivered.
• Take responsibility for ensuring the team delivers a consistent, high-quality guest experience aligned to Aspire’s brand promise of Time Well Spent.
• Support awareness and delivery of dietary, allergen and product knowledge standards.
• Ensure colleagues apply service standards consistently to reduce risk, improve safety and improve guest satisfaction.
• Communicate and collaborate effectively with colleagues and leadership to support engagement and operational alignment.
• Take a proactive approach to supporting the operation, stepping in where required to maintain smooth and efficient service.

The list is not exhaustive and is not intended to restrict the scope of the job but clearly define a starting point and may vary depending on location and local customer requirements.

Qualifications

Essential Skills:

• Proven hospitality experience responsible for teams, shifts or training provision.
• A desire to lead and develop other teams and team members.
• Passionate about hospitality, raising the bar on guest experience and training provision.
• Strong communication and interpersonal skills, with the ability to engage and influence others.
• Willingness to undertake iLead and Level 3 training qualification (if not already achieved).
• Can communicate clearly with your people to help them understand the company’s strategy and goals.
• Ability to build positive and trusting relationships across teams.
• Embrace an ideas culture to enable teams to create an agile edge.
• Fluent spoken and written English.
• Computer literate, including use of Microsoft Office & Learning Management Systems.
• Promote flexibility, adaptability and agility to enable contingency time.
• Flexible to work on various shifts (days, evening, nights, weekends, and holidays)
• Provide feedback to the team on operational results to ensure service standards are always upheld.

Desirable Skills:

• Experience working in aviation or hospitality, ideally in an operational environment.
• Experience in training, coaching or developing teams in a customer-facing environment.
• Additional languages.
• Ability to travel within the region if required.

Benefits:

• Free parking whilst at work.
• Industry recognised Train The Trainer (TTT) Qualification.
• Industry recognised food safety training and qualifications to FSA L3.
• Industry recognised CPD opportunities with the Aspire Hospitality Academy.
• Comprehensive Employee Recognition scheme.
• Free meals and soft drinks during shifts.
• Full Wardrobe provided.
• Swissport pension scheme with ability to self-contribute.
• 24-hour employee assistance programme.
• Discounted retail – Varies by Airport Outlet.