Instructor, Hospitality Training

4 days ago

Kuala Lumpur, Malaysia Malaysia Airline Full time

**Job Title**:
Instructor, Hospitality Training

**Reports To**:
Manager, Hospitality Training

**Role Purpose**:
To design/propose/conduct and coordinate training classes of various modules for Cabin Crew and external companies. This will support the learning and development of respective work area(s) as required by their business units in accordance with the standard requirements

**Key Accountability**:
**Strategic**:

- To plan, develop and conduct the provision of MAG and MAB Cabin Crew learning (though not limited to) in qualifying for regulatory programs, Inflight Services, and MAG training requirements including communication or soft skills, learning, and development by established policies and procedures
- To analyse, review, and identify gaps via TNA (Training Need Analysis) of the MAG and external training in general and to develop training modules to address the gaps within the ambit of the MAB Academy’s policies and procedures.
- To customise, develop and conduct external non-MAG training programmes for its revenue-generating third-party customers.
- To establish and develop appropriate quality management standards for training and audits to achieve training excellence in alignment with the company's vision and mission

**Operational**:

- To be Subject Matter Experts (SME) for specific modules/tasks (Aircraft specifics in Cabin Familiarisation and Service procedures) and as a representative for new Aircraft projects and development of modules of Aircraft EIS
- To ensure that the trainings are delivered dynamically, effectively and are meeting the needs of the training audience.
- Ensure delivery of excellent training.
- To conduct hard and soft skill courses in accordance with the needs and demands of Interco, as well as external customers.
- Lead or participate in the company/divisional/ departmental
- To participate and assist in the development of In-flight services matters when required.

**Governance & Policy**:

- To conduct and coordinate training in accordance with the company requirements which includes the upkeep of records in meeting regulatory requirements including IOSA (IATA Operations and Safety Audits), Civil Aviation Authority Malaysia (CAAM), ISO (SIRIM) and CSO (Corporate Safety and Oversight) Audit.

**Financial**:

- To ensure that the department’s business plan and objectives are achieved

**Organisation & People**:

- To customise and market programs for third-party and internal cabin crew training. This includes planning the programmes right up to the completion of the training session. Besides that, the trainers need to source and engage with external training parties as learning contributors for the Learning and Growth program(s). This is to support the Cabin Crew's learning development in other areas besides cabin-related skills but relatable to the job responsibilities.

**Qualifications & Working Experience**:
Degree or its equivalent with at least three (3) years of related experience; or

Diploma/ STPM or its equivalent with 10 years of experience; or

SPM or its equivalent with 15 years of related experience

At least 3 years of experience as a customer experience specialist, or a similar customer support role.

**Areas of Experience**:

- Broad knowledge of cabin crew operations, in-flight service
- Computer knowledge especially in PowerPoint

**Personality Traits**:
Good interpersonal/communications/listening skills, independent, proactive, assertive, industrious, and self-motivated, flexible, lean, and agile

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