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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in training program development and delivery, particularly in the travel industry, with a strong focus on Sabre proficiency and adult learning principles. Capable of evaluating employee performance and identifying training needs to enhance service quality and operational efficiency.
Highest-signal resume keywords
Sabre Global Distribution System (GDS)Training Program DevelopmentFacilitation and Instructional Design CertificationTravel Industry Servicing ExperienceAnalytical and Problem-Solving Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Sabre ProficiencyTraining Material DevelopmentAssessment CreationLearning Resource DesignEmployee Evaluation TechniquesKnowledge Gap AnalysisQuality Assurance AuditingCustomer Interaction ManagementComplex Travel Process InterpretationProject Management
Soft Skills
Strong Communication SkillsCoaching and MentoringOrganizational SkillsPresentation SkillsFlexibility in Scheduling
Tools & Technologies
AtlassianMicrosoft SuiteSwitchflyCustomer Relationship Management SystemsProject Management Systems
Certifications & Qualifications
Facilitation CertificationInstructional Design CertificationTraining Certification
Industry Keywords
Travel IndustryContact CenterOnline Travel Agency (OTA)Air ServicingCustomer Feedback
About the role
Key responsibilities & impact- Create, deliver, and maintain new-hire, technical, systems, process, and refresher training programs
- Determine training methods and adjust instruction based on employee knowledge, performance, and learning needs
- Create and update training materials, job aids, exercises, assessments, and learning resources using Atlassian and the Microsoft suite
- Train employees on Sabre functionality, including availability and pricing, ticketing, exchanges and reissues, refunds, queue management, schedule changes, and IROPS
- Define, maintain, and apply Sabre proficiency benchmarks and readiness criteria
- Serve as a subject-matter expert for Travel Support processes, systems, Sabre, and air servicing
- Escalation resource for complex servicing scenarios, including exchanges, reissues, involuntary refunds, schedule changes, and IROPS
- Handle live customer interactions periodically to model service standards and stay current with agent processes
- Evaluate employee competency through assessments, demonstrations, simulations, observation, and practical application
- Identify knowledge and skill gaps and determine when training, coaching, or remediation is needed
- Report training progress and employee development recommendations to leadership
- Audit Quality Assurance results, employee performance, customer feedback, and operational trends to identify training opportunities
- Update training materials and instruction in response to changes in systems, policies, procedures, airline requirements, and business processes
- Partner with Operations, Quality Assurance, Workforce Management, and other stakeholders to address training needs
- Maintain accurate training, assessment, and competency records
- Measure training effectiveness using assessment results, Quality Assurance scores, and new-hire readiness data
- Support continuous improvement of training programs and employee performance
Requirements
What you’ll need- Must reside in Utah, United States
- Minimum of two (2) years of travel industry servicing experience in a contact center, travel agency, or Online Travel Agency (OTA) environment
- Hands-on use of native Sabre Global Distribution System (GDS)
- Minimum of one (1) year of experience training, coaching, mentoring, or evaluating others
- Associate’s or bachelor’s degree in education, communications, business, or a related field preferred; equivalent work experience will be considered
- Formal facilitation, instructional design, or training certification preferred
- Familiarity with customer relationship, travel platform, or project management systems such as Switchfly and Atlassian preferred
- Strong training, facilitation, coaching, and presentation skills
- Advanced Sabre (Native, Command Line) and air servicing knowledge and commands
- Ability to interpret and explain complex travel processes, airline requirements, fare rules, and servicing procedures
- Strong analytical, problem-solving, and decision-making skills
- Ability to independently identify training needs and recommend appropriate solutions
- Strong written and verbal communication skills
- Ability to develop effective training materials, assessments, and learning resources
- Strong organizational and project management skills
- Demonstrated proficiency in the company’s current Sabre Skills and Competency Requirements
- Working knowledge of adult learning principles
- Ability to facilitate training in person and virtually
- Flexibility to schedule and deliver training across Contact Center operating hours, including possible early mornings, evenings, and weekends
- Ability to communicate information clearly to individuals and groups during extended live training sessions
Benefits
Comp & perks- Equal opportunity employer committed to diversity and inclusion
- Inclusive work environment
- Prolonged periods of sitting at a desk and working on a computer
- Live training delivered in person or virtually