Trainer specifications

Specification for Welcome Host and Welcome Host Plus trainers

Essential characteristics

  • Excellent communication skills.
  • At least two years' experience delivering training programmes to groups.
  • Sound understanding of, and support for, customer service philosophy.
  • Some knowledge of the tourism industry.
  • Flexibility, reliability and adaptability.
  • Ability to support and encourage participants.
  • Commitment to equal opportunities in the delivery of training programmes.
  • Professional approach to the delivery of training.
  • Enthusiasm.

Desirable characteristics

  • Experience of delivering customer service training programmes.
  • Work experience in the tourism industry.
  • Work experience in a customer contact role.

Specification for Welcome All trainers

Essential characteristics

  • Excellent communication skills.
  • At least two years' experience delivering training programmes to groups.
  • Sound understanding of, and support for, customer service philosophy.
  • Sound understanding of disability equality issues.
  • Flexibility, reliability and adaptability.
  • Ability to support and encourage participants.
  • Commitment to equal opportunities in the delivery of training programmes.
  • Professional approach to the delivery of training.
  • Enthusiasm.

Desirable characteristics

  • Knowledge of the Welcome family training programmes.
  • Experience of delivering customer service and/or disability equality training programmes.
  • Work experience in the tourism industry.
  • Work experience in a customer contact role.

Specification for Welcome International Trainers

Essential characteristics

  • A-level or equivalent in at least one language other than English.
  • At least two years' experience delivering training courses to groups.
  • Sound understanding of, and support for, customer service philosophy.
  • Some knowledge of the tourism industry, particularly inbound tourism.
  • Empathy in working with delegates of mixed ability and lack of confidence in their language skills.
  • Flexibility, reliability and adaptability.
  • Ability to support and encourage participants.
  • Commitment to equal opportunities in the delivery of training programmes.
  • Professional approach to the delivery of training.
  • Enthusiasm.

Desirable characteristics

  • Knowledge of the Welcome family training programmes.
  • Experience in delivering language training programmes.
  • Experience of delivering customer service training programmes.
  • Experience of non-European cultures.
  • Work experience in the tourism industry.
  • Work experience in a customer contact role.

Specification for Welcome Line trainers

Essential characteristics

  • Excellent communication skills.
  • At least two years' experience delivering training programmes to groups.
  • Sound understanding of, and support for, customer service philosophy.
  • Some knowledge of the tourism industry.
  • Flexibility, reliability and adaptability.
  • Ability to support and encourage participants.
  • Commitment to equal opportunities in the delivery of training programmes.
  • Professional approach to the delivery of training.
  • Enthusiasm.

Desirable characteristics

  • Experience of delivering customer service and/or telephone techniques training programmes.
  • Work experience in the tourism industry.
  • Work experience in a customer contact role.

Specification for Welcome Management and Lead, Motivate and Succeed Trainers

Essential characteristics

  • Excellent communication skills.  
  • At least two years' experience delivering management training programmes to groups.
  • Sound understanding of, and support for, customer service philosophy.
  • Some knowledge of the tourism industry.
  • Flexibility, reliability and adaptability.
  • Ability to support and encourage participants.
  • Commitment to equal opportunities in the delivery of training programmes.
  • Professional approach to the delivery of training.
  • Enthusiasm.

Desirable characteristics

  • Experience of delivering customer service training programmes.
  • Work experience in the tourism industry.
  • Work experience in managing front-line employees with customer contact.

Specification for Welcome E-business/Smarter Marketing trainers

Essential characteristics

  • Excellent communication skills.
  • At least two years' experience delivering training programmes to groups.
  • Sound understanding of marketing principles and e-business techniques.
  • Good working knowledge of Microsoft packages
  • Good knowledge of the tourism industry.
  • Flexibility, reliability and adaptability.
  • Ability to support and encourage participants.
  • Commitment to equal opportunities in the delivery of training programmes.
  • Professional approach to the delivery of training.
  • Enthusiasm.

Desirable characteristics

  • Experience of delivering customer service training programmes.
  • Work experience in the tourism industry.
  • Work experience in a customer contact role.

Specification for Green Advantage Trainers

Essential characteristics

  • Excellent communication skills.
  • At least two years' experience delivering training programmes to groups.
  • Some understanding of environmental and sustainable tourism issues.
  • Knowledge of the tourism industry.
  • Flexibility, reliability and adaptability.
  • Ability to support and encourage participants.
  • Commitment to equal opportunities in the delivery of training programmes.
  • Professional approach to the delivery of training.
  • Enthusiasm.

Desirable characteristics

  • Experience of delivering customer service training programmes.
  • Work experience in the tourism industry.
  • Work experience in a customer contact role.