Owner Services Trainer

**Put the World on Vacation**

At Wyndham Destinations our mission is simple: to put the world on vacation. With a spirit of caring, creativity and fun, our teams help families and friends create memories that last a lifetime. As the world's largest vacation ownership company and part of Travel + Leisure Co., we're shaping the future of the travel industry.

**POSITION** **REPORTS** **TO**:
Owner Services Training Supervisor - BundaII, Australia

**POSITIONS** **REPORTING TO THIS** **POSITION**:
N/A

**KEY** **RELATIONSHIPS**:
Owner Services Team Leaders, Supervisors and Managers Human Resources Learning and Development Operations and Development

Owner Services Consultants Travel by Wyndham Consultants Owner Marketing and Solutions Inventory and Exchange

**PRIMARY** **OBJECTIVES**:
To actively contribute to the company vision of making holiday dreams come true by delivering training and coaching to Owner Services & Loyalty staff members. Liaise with Owner Services Team Leaders, Supervisors and Managers to assess initial and ongoing training needs of teams and deliver appropriate training solutions for the department - particularly in relation to Club Wyndham South Pacific, to deliver quality end-to-end customer service.

Actively participate in the development of training programs for Owner Services & Loyalty to continually improve service delivery. Coach, mentor and develop the Owner Services & Loyalty staff members through creation & delivery of training and coaching.

**PRINCIPAL** **RESPONSIBILITIES **_(Include_** **_but not limited_** **_to:):_**
- Deliver face to face induction training for Owner Services & Loyalty new hires and see employees through graduation period to handover to Team Leader on completion of new hire training.
- Oversee end to end management of new hires during Induction and graduation period and ensure Team Leaders are provided with a weekly consultant report card outlining new hire abilities, progress and performance management concerns.
- Meet regularly with OS&L leadership to discuss team and individual training needs and coaching support required for the teams.
- Deliver regular face to face training for Owner Services & Loyalty staff members as determined by Owner Services & Loyalty Team Leaders, Supervisors and Managers; ensuring training is followed up for any attendees not present during scheduled sessions.
- Conduct training needs analysis of OS&L staff members to determine training requirements on a monthly, quarterly and annual basis.
- One-on-one coaching of consultants on the floor side by side OR via Zoom/MS-Teams.
- Regularly monitor calls and identify opportunities for training to enhance service delivery to Owners.
- Provide support to the Quality and Assurance team by completing call evaluations for Owner Services & Loyalty consultants as required.
- Complete new hire set ups including but not limited to, Information Technology New User forms.
- As required, assist with recruitment of new hires including but not limited to reviewing resumes, phone screening, face to face interviews and reference checks.
- Lead by example by taking customer calls to assist with call queues.
- Schedule and co-ordinate training sessions in consultation with Owner Services and Loyalty Team Leaders, Supervisors and Managers.
- Provide assistance to Owner Services & Loyalty phone consultants and support the OS&L leadership team by being available for consultant questions.
- Keep up to date with the most current Club information to ensure accurate information is being trained to consultants and provided to Owners.
- Support Owner Services Team Leaders in their leadership responsibilities, when in the absence of a Team Leader. Ensure that all reasonable directions given with regards to health and safety are followed, to not wilfully place at risk the health and safety of yourself or any person in the workplace and to not wilfully or recklessly interfere with or misuse anything provided for health and safety.
- Develop annual training and development plans for OS&L staff to develop key competencies to deliver high quality customer service.
- Develop appropriate training development program to enable appropriate cross-training of customer service staff.
- Co-ordinate and deliver comprehensive induction training for all new OS&L associates
- Regularly monitor customer service calls and identify opportunities for training to enhance service delivery to customers.
- Actively engage others in key workshops across the business to provide a coordinated approach to accomplishment of the training strategy.
- Contribute to the ongoing development of high quality learning and development solutions
- Promote courses on offer and provide direction and assistance to keep track of training registrations
- Monitor and evaluate the effectiveness of in-house and external training programs
- Utilise approved training and assessment tools, e-learning and other training delivery modules
- Display innova