Lodging Operations Network Trainer

Lodging Operations Network Trainer
Position Overview:
The Lodging Operations Team provides internal and external partner support in several mission critical areas with particular focus on the customer lodging experience, efficient and accurate loading of hotel partners contracts, Tier 1 Support for hotel connectivity and linkages between our customers, Expedia, and hotel partners.
The Lodging Operations Network Trainer is responsible for training new agents on systems, processes and enhancing existing agent performance through continued training delivery in support of the Lodging Operations.
Responsibilities include but are not limited to:
Delivers effective new hire training on Expedia systems, processes, policies and procedures to ensure agent success. Delivers interpersonal skills training to ensure agents can communicate effectively with partners and customers. Works with subject matter experts in each area to deliver optimal training to each different area.
Actively works with the Lodging Operations leaders and agents to consistently meet or exceed KPIs established for the Lodging Operations team, ensuring consistent delivery against quality.
Delivers ongoing training to agents, Leads and Supervisors on skills, knowledge and behaviours to ensure their ongoing effectiveness.
Delivers training to Lodging Operations Agents in the key business areas of relocations, invoicing and payments, and technical support.
Evaluates current training materials and process workflows in close collaboration with process analysts to ensure a strong baseline of workflows. Is responsive to industry and business changes through recurrent training initiatives.
Partners with Quality Coordinators and Supervisors to assess training needs by participating in the QC process and leader/agent feedback.
Focuses on root cause analysis and continuous improvement.
Works with the GLO team to tracks and report on the impact of training. Identifies additional training needs (from QC process, agent/leader/partner feedback). Develops refresher training when required
Customizes training programs and delivery options (i.e., classroom, small groups, side-by-side) to meet agent needs and learning styles.
Effectively participates in new initiatives. Creates a training plan that supports deliverables and timelines.
Coordinates with subcontracted vendors to ensure consistent training across all internal and contracted teams.
Works with business segments to review processes on a regular basis to ensure understanding of applications, process flows and standard operating procedures. Ensures this is reflected in the training on an ongoing basis
Responsible for scheduling and securing training rooms and coordinating with leadership on participant participation.
Develops and communicates training calendars on a regular basis that support the business needs.
Presents training plans and accomplishments, trends and data in staff and leadership meetings weekly monthly, quarterly or as requested.

Partners with other training departments to develop and/or train new or existing employees on Lodging Ops processes and procedures.
Available to travel domestically and internationally, potentially for up to 3 weeks at a time, as required.
Work Experience and Education Guidelines:
3 - 5 years of related experience
High school diploma required
Bachelor's degree preferred
Travel industry knowledge and experience strongly preferred
Training experience required
Core Competencies:
Highly organized and detail oriented with a very strong focus on process
Strong written, verbal and group presentation skills
Strong interpersonal skills
Strong partnering, teamwork, and networking skills
Actively seeks feedback and is independently driven to gain knowledge, learn new applications, technologies, and skills to drive results
Experience in a dynamic, high volume environment
Flexibility - demonstrated ability to multi-task and juggle competing priorities
Strong classroom presence and control

Expedia, Inc. is the world's leading online travel company, empowering business and leisure travelers with the tools and information they need to easily research, plan, book and experience travel. Expedia, Inc. also provides in-destination concierge service and activity desks for travelers. The Expedia, Inc. portfolio of brands includes: Expedia.com®, hotels.com®, Hotwire®, Egencia™, TripAdvisor®, Expedia Local Expert™, Classic Vacations® and eLong™. Expedia, Inc.'s companies operate more than 50 global points of sale with sites in North America, South America, Latin America, Europe, Middle East, Africa and Asia Pacific. Expedia, Inc. is a component of the S&P 500 index. For more information, visit company website (NASDAQ: EXPE).

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