Aviation Facilitator (Trainer)

Air India SATS Airport Services Private Limited (AISATS) · India

Position Title: Aviation Facilitator (Trainer)

Department: Learning & Talent Development

Location: Gurugram, India

Role Summary

The Customer Service Facilitator is responsible for delivering customer service training programs to airline frontline staff, including airport customer service and operations teams. The role focuses on passenger interaction skills, airline systems, SOPs, complaint handling, service recovery, and real-world application.

Key Responsibilities

• Delivering customer service training covering passenger handling, service standards, and operational systems.
• Facilitate classroom and practical sessions.
• Develop and update training materials including PPTs and job aids.
• Maintain training records, attendance, and evaluations.
• Collaborate with HR and operations to align training with SOPs.
• Provide post-training coaching to ensure on-ground application.

Required Experience & Qualifications

• Minimum 1 year aviation experience in customer service airport operations.
• Strong communication and facilitation skills.
• Proficient in MS Excel and PowerPoint.
• Good understanding of airline customer service standards.