Work as part of the Operations Support team and the wider shareholder structure to develop training initiatives, recognizing the impact of a robust, ongoing training plan
Work with the Partnership Operations team to ensure optimal operational performance outcomes, both for new lounge openings and existing lounge retraining efforts
Ongoing collaboration with the Partnership Operations team to identify and action service gaps, SLA performance and compliance, guest feedback opportunities, and ongoing safety and systems compliance
Work with AD's global training team to organize and implement onboarding, service excellence, and leadership training tailored to the airport lounge environment.
Ensure newly onboarded and seasoned team members are trained in brand standards, guest engagement, food & beverage service, and other critical objectives.
Creation, implementation, and continuous improvement of Standard Operating Procedures (SOPs) that support consistency, efficiency, and excellence in service delivery.
Collaborate with internal and external training specialists to lead the development, documentation, and rollout of new SOPs across all lounge operations.
Design and deliver pre-opening onboarding and immersion programs that bring the brand, service standards, and guest experience to life, even before the doors open.
Partner with operations to support and align on staffing, service readiness, and training timelines for seamless launch and execution of a new lounge location.
Conduct on-site service simulations, soft-opening support, and real-time coaching to ensure operational readiness and consistent guest experience at and after a lounge opening.
Develop and execute ongoing training refresh programs to reinforce hospitality standards, brand behaviors, and service excellence across all lounges.
Use guest feedback, performance data, and service observations to identify when retraining is needed and to tailor refresh content accordingly.
Implement refresher training during seasonal peaks, staffing changes, or operational updates to maintain service consistency.
Ensure training remains current, engaging, and relevant through continuous updates to materials, delivery methods, and reinforcement tools.
Manage and maintain training content in LMS (Learning Management System), ensuring materials remain current, accessible, and compliant, track completion and certification.
Partner with in-lounge and above-lounge leadership and stakeholders,
Additional Information
Recruiter for the role:
Paul Williams
What Does a Training and Development Specialist Do:
As a critical contributor to the Guest Experience and Operations Support organization, the Training and Development Specialist is responsible for development, implementation, oversight and monitoring of comprehensive brand, hospitality, and compliance related training initiatives that support Airport Dimensions and its partners organizational and operational goals.
The Training Specialist is responsible for designing, implementing, and sustaining training programs that ensure exceptional hospitality, consistent brand delivery, and a premium guest experience within an airport lounge environment. This role serves as a cultural steward, translating brand standards into daily behaviors while equipping lounge team members with the skills, confidence, and service mindset required to exceed guest expectations in a fast-paced, high-visibility setting.
The Training Specialist oversees onboarding, retraining, and continuous development for front-of-house and back-of-house teams, ensuring service consistency across shifts, peak travel periods, and operational disruptions. Through hands-on coaching, service observations, and performance measurement, the Training Specialist drives service excellence, brand alignment, and guest satisfaction. The Training and Development Specialist will have responsibility over both new-lounge openings as well ongoing training/retraining and compliance initiatives. Leveraging findings from network auditing data, this role will work closely with the internal compliance team as well as third-party training specialists to identify opportunity areas for future training and development.
The ideal candidate for this position would bring a hospitality-first mindset, with a deep understanding that guest experience is emotional, not transactional. They will have experience in premium hospitality environments such as airport lounges, luxury hotels, resorts, cruise lines, upscale restaurants, or branded customer experience operations. Additionally, the ideal candidate would naturally model warmth, professionalism, empathy, and composure-especially during high-volume or disrupted travel periods, and when facilitating training within large groups. The holder of this position will act as a role model in the lounge environment with a full knowledge of all aspects of the operation to be able to act in the capacity of mentor for all positions holding a direct function.
Collinsongroup · Dallas