Training and Development Specialist-Airport Dimensions

Overview

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities:
Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travelers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include:
Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, Easy Jet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

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.