Alexandra Pearce Email & Phone Number

Responsible for delivering the following WorldHost programmes:Principles of Customer ServiceCustomers with DisabilitiesService across CulturesAmbassador Workshop (half day)Sales Powered by ServiceFrontline Management SolutionsPrinciples of Supervising Customer Service Performance.Mary Gober’s Mindset, Language & Actions of Peak Performance.

Responsible for designing and delivering in-depth induction courses for new starters, from customer experience team members to bus drivers.Development of pre-course packs sent out in advance to delegates prior to the course starting.Design of presentations which incorporate the company's history, present, future plans and brand values.Delivery of sessions which include Customer Service, Disruptive Passenger Handling, Uniform Standards, Fire Awareness and Disability Awareness… Show more Responsible for designing and delivering in-depth induction courses for new starters, from customer experience team members to bus drivers.Development of pre-course packs sent out in advance to delegates prior to the course starting.Design of presentations which incorporate the company's history, present, future plans and brand values.Delivery of sessions which include Customer Service, Disruptive Passenger Handling, Uniform Standards, Fire Awareness and Disability Awareness Training.Arranging team building exercises and tours to give an insight into different areas of the business, for example Air Traffic Control and The Fire Station.Collation of feedback at the end of each course for continuous improvement. Show less

Central point of contact for all Airport operations.Management of control systems, coordinating communications during disruption, emergency or exceptional situations.Ensuring all processes and systems were operating efficiently.Communications of behind-the-scenes information, distributing resources to improve efficiency within all areas of the operation.

London Heathrow Airport

Perform all elements of the ground services training cycle from inception to delivery.Manage, coach and develop teams of up to 20 new ground staff on a three week intensive training course.Developed and delivered induction courses to cover all aspects of the airline. Lead sessions that include soft skills such as customer service and disruptive passenger training, hard skills such as Dangerous Goods and Visa Regulations, Health and Safety knowledge such as Manual Handling, Fire and… Show more Perform all elements of the ground services training cycle from inception to delivery.Manage, coach and develop teams of up to 20 new ground staff on a three week intensive training course.Developed and delivered induction courses to cover all aspects of the airline. Lead sessions that include soft skills such as customer service and disruptive passenger training, hard skills such as Dangerous Goods and Visa Regulations, Health and Safety knowledge such as Manual Handling, Fire and Security training.Deliver computerised check-in training to participants to ensure that a sound understanding of the system is achieved. Complete detailed delegate assessments giving motivational and developmental feedback.Organise course logistics including transport and hotel requirements for delegates.Work with the team to develop and improve the company recruitment process and actively participate in recruitment days. Show less

London Heathrow Airport