Sr. Trainer, Guest Service Coach-L & OD
NBCUniversal
Universal City, CAThis was removed by the employer on 10/18/2015 2:41:00 AM PST
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Full Time Job
The Service Coach is responsible for supporting park-wide Guest Service initiatives by conducting training sessions, observations, feedback, and reporting.
Responsibilities
•Delivers and facilitates structured training and development programs and initiatives in support of the company's Guest Service initiatives. Conducts refresher and awareness training, new hire orientation, and delivery of specific brand Orientations.
•Provides continual support of in-park coaching by providing just-in-time feedback based upon service observations. Role models our service expectations providing front line Team Members support and guidance in delivery of our brand promise (to include wardrobe and grooming). Responds to guest needs while working in the park using real-world guest recovery as a learning opportunity for front line Team Members.
•Provides observations and coaching requested by functional Learning & Development partners – and/or cross department leadership – specific to identified service performance gaps. Also supports requests for targeted focus in support of service initiatives or programs.
•Through the observation process identifies service gap trends as well as best practices and communicates such to appropriate stakeholders, at all levels of the organization. Reviews guest comments to identify new opportunities to maximize positive guest experience and eliminate the negative. Uses positive comments to highlight and focus on desired behaviors.
•Supports execution of global and cross departmental recognition programs that support driving service related behavior.
•Performs other duties as assigned.
•Understands and actively participates in Environmental, Health & Safety and compliance responsibilities by following established USH policy, procedures, training and team member involvement activities.
QUALIFICATIONS/REQUIREMENTS
•Associate's degree (AA) or equivalent from two-year College or technical school.
•1 years of experience facilitating training in a classroom environment.
•Proven experience working at USH or similar sized Theme Park
•Effective training and presentation skills.
•Good written / verbal communication skills
•Operational Experience
•Proficient in Microsoft Office suite: Word, Excel, PowerPoint, Publisher and Outlook
DESIRED CHARACTERISTICS
Current USH Training experience preferred.
•Effective planning and management skills
•Excellent written and verbal communication skills
•Strong analytical skills