Lead Trainer, Quality Service Programme (Core Programme Training)

About the role

The Lead Trainer delivers the PASSPORT Quality Service Programme to frontline staff across an international airport's retail, F&B and service concessions. The programme embeds customer service standards into everyday behaviour so every passenger encounter reflects the airport's brand. It is a hands-on, practice-intensive role covering about 3,150 staff per year, with a mix of local and foreign workers, many in their first service job and some with limited English. The trainer owns the full classroom session arc, participant outcomes, assessment and post-session reporting from January 2027 to December 2028.

Key responsibilities

• Deliver PASSPORT Core modules using the 4E Learning Arc (Encounter, Explore, Execute, Embed) for classes of 8 to 20 participants.
• Run the e-learning debrief, linking app learning to real service moments and correcting misconceptions without re-teaching.
• Teach and model airport service initiatives such as the signature greeting, shopping guarantee, loyalty programme and LAGs requirements.
• Run the Role-Play Carousel at simulated counters, order points and a recovery station, with at least half the class time in active practice, and give behavior-anchored feedback.
• Deliver F&B Simplified English modules where assigned, using demonstrations, picture cards and the PASSPORT phrase bank.
• Observe and score every participant on the PASSPORT Service Observation Checklist and capture each person's service pledge.
• Visit concession sites before delivery and during quarterly site walks, and take attendance confirmed by the Training Coordinator within 2 working days.
• Ensure post-session evaluations are completed, record verbatim feedback and incidents, and carry out approved field coaching and refreshers.
• Collaborate with Wordsburg on content, review facilitator guides and role-play cards, and flag content gaps or service issues to the Programme Manager within one working day.

Required profile

• Advanced Certificate in Training and Assessment (ACTA) or Advanced Certificate in Learning and Performance (ACLP); the client requires this for every trainer.
• Minimum 5 years of experience delivering customer service, service excellence or frontline coaching in Retail, F&B or Services in Singapore.
• Experience training in an airport, airline, hospitality or retail mall environment preferred; airport pass eligibility essential.
• Preferred: experience with Simplified English or low-literacy training, and a background in service quality audits, mystery shopping or on-the-floor coaching.

Required skills

• Frontline service knowledge: greeting, needs discovery, selling and upselling, complaint handling and service recovery.
• Experiential, practice-based adult learning facilitation, with strong role-play design and facilitation.
• Ability to adapt language and examples for learners with limited English and from diverse backgrounds.
• Competent observation and assessment of service behavior against a checklist, with consistent scoring and useful feedback.
• Excellent spoken and written English; a second language common among concession staff is an advantage.