Service Training Lead - Frontline at Air Niugini Australia

, National Capital District, Papua New Guinea -

Full Time

Start Date

Immediate

Expiry Date

18 Jun, 26

Salary

0.0

Posted On

20 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Training Design, Service Quality Monitoring, Coaching, Mentoring, Curriculum Development, Facilitation, Customer Service, Disruption Management, Audit Reporting, Content Development, Problem Solving, Communication, Presentation, Analytical Skills, MS Office Proficiency, Service Trials

Industry

Airlines and Aviation

Description

Position Title: Service Training Lead – Frontline Reports To: Manager Service Standards & Training Department: Customer Experience Division: Commercial Location: Port Moresby HQ Role Purpose The Service Training Lead – Frontline is responsible for uplifting the service performance of Air Niugini’s customer-facing teams across airports, lounges, reservations, sales offices, and the contact centre (phone, email, and text/chat channels). The role combines training, quality monitoring, product and service design, and ongoing coaching to ensure frontline staff deliver a seamless, professional, and customer-centric experience that supports Air Niugini’s transformation from a 3-Star to a 4-Star Skytrax airline. Key Responsibilities 1. Training & Standards Alignment * Design and deliver training programs for frontline staff covering: * Service mindset, hospitality skills, and disruption management. * Check-in, boarding, baggage handling, and airport customer touchpoints. * Lounge service delivery (welcome, food & beverage, cleanliness, amenities, customer recovery). * Contact centre customer service (phone handling, active listening, empathy, clear communication, problem resolution). * Digital correspondence etiquette (professional email and text/chat responses, tone, and service recovery via written channels). * Grooming and professional presentation. * Develop and deliver induction, recurrent, and refresher training for all frontline areas. * Translate SOPs and service standards into clear, practical frontline modules. * Create quick reference guides, microlearning content, and refresher learning for staff 1. Service Quality Monitoring * Conduct internal service quality audits using international best practice methods of customer touch points including: * Airport counters, boarding gates, and baggage delivery. * Airline lounges (service quality, facilities, cleanliness, staff performance). * Sales offices and reservations. * Contact centre and digital channels (review calls, emails, and text/chat correspondence for service standards). * Monitor frontline performance during peak and irregular operations. * Provide real-time coaching and feedback to staff; recommend targeted re-training where required. * Prepare audit reports with corrective actions and track improvements against defined service excellence benchmarks. 2. Service Trials & Product Testing * Lead staff participation in service trials for lounges, disruption-handling procedures, and digital communication channels. * Capture customer and staff feedback to refine frontline services. * Partner with Airports, Reservations, Sales, and Lounge providers to embed new standards and processes 1. Continuous Improvement & Engagement * Act as a service coach and mentor across all frontline groups. * Provide structured feedback loops between training, audits, and CX product teams. * Support external service certification readiness by ensuring consistency across all ground and contact centre touchpoints. * Collaborate with Cabin Ops, Catering, and Marketing to deliver a seamless end-to-end customer experience Key Deliverables * Design and delivery of high-impact training programs across airports, lounges, reservations, sales offices, and contact centre. * Accurate, engaging, and up-to-date learning content aligned with SOPs. * Regular audit reports across physical and digital service channels with actionable recommendations. * Documented improvement in frontline service indicators (e.g., queue times, baggage delivery, call handling quality, lounge service ratings). * Demonstrated uplift in service consistency across all customer-facing areas. Qualifications * Diploma/Degree in Customer Service, Hospitality Management, Training & Development, or equivalent experience. * 3–5 years’ experience in hospitality training, frontliner services, customer service leadership, or airport/contact centre operations. * Experience designing and delivering training (classroom and/or digital). * Exposure to service quality auditing or compliance monitoring desirable. * Strong facilitation, coaching, and mentoring ability Skills & Competencies * Strong presentation and communication skills. * Curriculum and content design & development (training modules, lesson plans, eLearning, quick reference guides) * Customer-centric mindset with passion for service excellence. * Strong problem-solving ability, especially in disruption handling and customer recovery. * Analytical skills for service audits, call monitoring, and reporting. * Proficiency in MS Office; exposure to LMS/eLearning and call-monitoring tools an advantage. * Collaborative, adaptable, and customer-centric mindset. Working at Air Niugini At Air Niugini, our people are the heart of our success. We are more than an airline – we are a team dedicated to delivering service excellence with true Melanesian hospitality. Whether on the ground or in the air, every employee plays a crucial role in ensuring seamless travel experiences for our passengers. We foster a culture of teamwork, innovation and excellence providing employees with opportunities to grow, learn and advance in their careers. Our diverse and dynamic workplace offers exciting prospects for those passionate about aviation and customer service. Why Choose us? · A Legacy of Excellence – be part of a company that has shaped PNG’s aviation industry for over 50years. · Career Growth & Development – we invest in your future through specialized training and career opportunities. · A Culture of Service – join a team that prides itself on delivering outstanding customer experiences. · Global Exposure – Work in a dynamic, multicultural environment with opportunities to travel. Join our Family If you are looking for a rewarding career with a company that values professionalism, customer service, and personal growth, Air Niugini is the place where your ambitions can take flight. We welcome passionate and driven individuals to explore the exciting opportunities within our airline. Your Career Takes Flight with Air Niugini About Air Niugini As Papua New Guinea’s national airline, Air Niugini has been at the forefront of the country’s aviation industry since 1973. We proudly connect Papua New Guinea to the world, operating domestic and international routes across the Pacific, Asia and Australia. With a commitment to safety, reliability, and exceptional service, we continue to enhance travel experiences while supporting the nation’s economic growth and global connectivity.

Responsibilities

This role is responsible for elevating the service performance of customer-facing teams across various channels by combining training, quality monitoring, service design, and ongoing coaching. Key duties include designing and delivering comprehensive training programs and conducting internal service quality audits using international best practices.