Job description
Shilla Travel Retail, a leader in travel retail and guest experience, invites you to join our team in Changi as a Training Executive. This role is dedicated to designing, delivering, and continuously refining training programs that empower frontline teams across airport operations to deliver outstanding service and consistent brand standards.
As Training Executive, you will partner with store leaders, human resources, and operations to identify learning needs, translate business goals into effective learning solutions, and create engaging content including instructor-led sessions, micro-learning modules, and job aids. You will manage onboarding for new hires, coordinate training calendars, and ensure events run smoothly, on time, and within budget.
You will deliver training sessions, coach on-the-job performance, and facilitate constructive feedback to staff. You will also design and maintain learning materials, assessments, and e-learning modules within the learning management system, while tracking participation, completion, and impact on service metrics.
To be successful, you should be a confident communicator, skilled facilitator, and data-driven with a passion for developing people. You will analyze learning needs through performance data and guest feedback, then implement improvements to boost guest satisfaction, conversion, and brand consistency. A proactive, collaborative mindset is essential as you coordinate with multiple stakeholders across shifts and locations.
Join Shilla Travel Retail and enjoy a dynamic work environment, exposure to international retail operations, and clear pathways for career growth within a global hospitality and retail group. If you are ready to elevate the guest journey at Changi, apply now.
Responsibility
- Lead the design and delivery of engaging training programs for frontline teams across airport operations, ensuring high service standards and consistency with brand guidelines.
- Own onboarding and orientation for new hires, coordinating training calendars, tracking attendance, and maintaining documentation.
- Develop learning materials, instructor guides, job aids, and e-learning content; collaborate with subject matter experts to ensure accuracy and relevance.
- Deliver and facilitate instructor-led sessions, coaching, and on-the-job training to improve product knowledge, service quality, and performance metrics.
- Assess learning needs through needs analysis, performance data, and guest feedback; implement continuous improvements to training programs and processes.
- Partner with store leaders, HR, and operations to align training with business goals and KPI, including guest satisfaction and upsell targets.
- Measure training impact using evaluations, post-training assessments, and performance metrics; prepare actionable reports for leadership and stakeholders.
- Ensure training compliance with brand standards, safety policies, and standard operating procedures across all locations.
Qualification
- Bachelor's degree in HR, Business, Education, Hospitality, or related field, or equivalent practical experience.
- 2+ years of training, learning and development, or hospitality/retail operations experience, preferably in travel or luxury retail.
- Excellent facilitation and presentation skills with the ability to engage diverse audiences and adapt to different learning styles.
- Experience with instructional design, e-learning tools, and learning management systems; ability to create scalable training solutions.
- Strong analytical mindset with the ability to measure training effectiveness and translate data into improvements.
- Excellent communication, collaboration, and stakeholder management skills; proven ability to work cross-functionally across shifts.
- Ability to manage multiple projects, prioritize, and meet deadlines in a fast-paced environment; flexible with scheduling as needed.
- Proficiency in English; additional languages are a plus.