Talent Development Specialist Travel System GDS - Arabic speaking

Your Talent Can Shape the Future of Travel Training! At Ten our goal is simple, to become the most trusted service business in the world.

We are already the global market leader for lifestyle management and concierge services, providing services from a strong global office network with over one thousand employees.

We deliver our service through a combination of Ten's proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to innovate, inspire and continue to improve the lives of millions of members. Will you help us take us there?

This role will include inducting new employees, coaching existing employees, running refreshing training sessions on best practice processes within not only travel but also general customer service. It also includes doing quality reviews and spot checks to ensure trained processes are implemented correctly, including respective reporting and coaching of employees on necessary measures to be taken based on the findings. Continuous improvement of processes and systems as well as support for testing and implementation of new systems or system updates will also be part of this role. Inductions, trainings and coaching sessions will mainly be delivered remotely but could also be done as classroom face to face sessions.

ESSENTIAL DUTIES AND RESPONSIBILITIES The information below is representative of the work performed in this position; however, it is not all-inclusive. Duties and responsibilities are subject to change based on business needs.

Training and Development Programs Inductions

• Deliver induction training: ensuring dynamic sessions, sensible spread of information & timing of sessions as well as ample time for practical exercises
• Ensure all training material is regularly updated and available before each session
• Deliver (1 - 2 days) on the job coaching post first two weeks of induction (or handover to team manager or other trainer where necessary)
• Manage and ensure completion of any training to be delivered within the first 12 weeks
• Provide feedback and handover notes to the line manager and buddy about new starters, including listening to calls, looking at requests and any watch outs

Delivery of the ongoing and development training

• Where appropriate, create training plans, implement sessions and mentor for the lifestyle manager development programmes
• Deliver training modules as and when required, including refresher training
• Update training modules and manual as new processes are implemented within the company
• Work with line managers to identify training needs for individuals and teams
• Work closely with key stakeholders specific to travel (i.e. Member Satisfaction, Account Managers and Product) regarding training needs in terms of feedback (including NPS)

Coaching

• Support team managers to coach LMs (objectives to be agreed for individuals with team manager) on the floor
• Continuous coaching of all employees in terms of overall Member Satisfaction and agreed measures to be implemented based on feedback
• Keep up to date records of coaching, including successes and challenges and communicate to line manager monthly

Improvement of Travel processes/systems and other travel related project work

• Closely work with the other travel trainers within Ten and align training needs and schedules with Ten globally
• Closely work with Travel TMs and Head of Travel as well as the Operations Director AEMEA to analyse working processes, identify measures to further improvement of efficiencies, training of new processes and monitor/reporting of improvements
• Be involved in sign off and assist in the implementation of new releases
• Support the Development Team intestings, process changes etc.

Stakeholder Collaboration, Communication and employee engagement

• Collaborate with HR, department managers and other stakeholders to align talent development efforts with the overall strategic objectives of Ten.
• Support with induction training and onboarding through facilitation of sessions.
• Promote a culture of employee engagement by fostering a supportive and motivating work environment.
• Communicate regularly with employees to promote awareness of available development opportunities and to gather feedback on programs and initiatives.

BEHAVIORAL EXPECTATIONS As a Talent Development Specialist, you will be expected to role model the behaviors associated with our Ten Standards and core business values: Member Focused, Trustworthy, and Pioneering.

We encourage diverse philosophies, cultures and experiences.

We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline or terminate, will be based on merit, competence, performance and business needs.

Specific behavioral traits we want to see:

• Advocate for personal & professional development, and can provide evidence of their growth mindset
• Ability to influence team performance and culture
• Demonstrates a willingness to learn TD specific tools and methods

EDUCATION / EXPERIENCE

• Minimum High School Diploma
• Practical Experience and Projects: hands on projects and real world scenarios that allow you to apply your knowledge and skills in talent development.
• Knowledge and experience in key L&D practices is preferred.
• Be a SME in GDS and demonstrate exceptional knowledge of any Travel System, with several years of experience in training and development of travel system within the travel or tourism industry.
• At least 3 years experience working on Amadeus GDS system.

ROLE SPECIFIC COMPETENCIES

• Invest in their own professional development by attending relevant workshops, conferences and training courses to stay current in the field.
• Demonstrates competent usage of all training systems and programs used at Ten (Ten Learning Online, Rise, Piktochart, Powerpoint, Teams)
• Demonstrates an understanding of training design including needs analysis, clear learning objectives, and measuring effectiveness of training.
• Demonstrates the importance of the induction experience, resulting in an overall new starter NPS score of
• Demonstrates an understanding of Ten's program launch process and their roles & responsibilities.
• Role models in confidently delivering training via classroom or remotely with the ability of creating and controlling an engaging learning environment.
• Role models Ten's values in all design, delivery and communications.
• Communicates program changes/training updates to key stakeholders.
• Role models effective time management skills, is accountable for managing deadlines for all projects. Communicates ahead of time on the rare occasion when deadlines need to be extended and doesn't need to be chased for updates.
• Role models the importance of investing in relationships across departments/regions. Uses these relationships to enhance development or knowledge, offer support and suggestions where appropriate.

WORK ENVIRONMENT / CONTRACT TYPE In Office or Hybrid

EXPERIENCE

• Min 3 years experience in Training and Talent Development capacity.
• Experience in the facilitation of training sessions either face to face and/or virtually.
• Min 3 years within a Travel and/or Aviation industry having worked with a GDS.

KNOWLEDGE

• Talent Development Principles: Understand the fundamental concepts, theories, and best practices related to talent development, adult learning, and organizational development. Knowledge and expertise in Talent Development Initiatives within Europe.
• Training and Development Methods: Be well versed in various training and development methods, such as e learning, classroom training, mentoring, coaching and on the job training.
• Assessment and Evaluation: Know how to design and implement assessments to identify skill gaps and evaluate the effectiveness of training programs.
• Performance Management: Understand performance management systems, including goal setting, performance appraisal and feedback mechanisms.
• Legal and Compliance: Stay informed about relevant labor laws, regulations and compliance requirements related to talent development and HR practices.
• Travel & Leisure Industry: A strong foundation in the travel and leisure industry is beneficial. This includes understanding various travel destinations, accommodations, transportation options and leisure activities.
• Global Distribution System: strong foundation and proficiency in using a GDS, preferably Amadeus.

KNOWLEDGE, SKILLS & ABILITIES

• Possess strong verbal and written communication skills in professional English and Arabic to effectively convey training objectives, facilitate discussions and write training materials.
• Be skilled in facilitating group discussions, workshops and training sessions to engage learners and promote active participation. In particular have experience in remote facilitation.
• Ability to design, develop and update training materials and programs, considering adult learning principles and various learning styles.
• Analytical skills to gather and interpret data related to training effectiveness and make data driven decisions for program improvement.
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