What are the responsibilities and job description for the Trainer and Knowledge Management Representative - Olympic & Paralympic Games position at On Location Inc.?
Who We Are :
On Location is a premium experience provider, offering world class hospitality, ticketing, curated guest experiences, live event production, and travel management across sports, entertainment, and fashion. From unrivaled access for corporate clients to guests looking for fully immersive experiences at marquee events, On Location is the premier and official service provider to over 150 iconic rights holders, such as the IOC (Paris 2024, Milano Cortina 2026, LA 2028), NFL, NCAA, UFC and PGA of America, and numerous musical artists and festivals. The company also owns and operates a number of unique and exclusive experiences, transforming the most dynamic live events into a lifetime of memories. On Location is a subsidiary of Endeavor, a global sports and entertainment company.
Endeavor is a global sports and entertainment company, home to many of the world's most dynamic and engaging storytellers, brands, live events, and experiences. The Endeavor network specializes in talent representation through entertainment agency WME; sports operations and advisory, event management, media production and distribution, and brand licensing through IMG; live event experiences and hospitality through On Location; full-service marketing through global cultural marketing agency 160over90; and sports data and technology through IMG ARENA and OpenBet. Endeavor is also the majority owner of TKO Group Holdings (NYSE : TKO), a premium sports and entertainment company comprising UFC and WWE.
Are you passionate about delivering unforgettable customer experiences? As a Trainer and Knowledge Management Representative, you'll play a pivotal role in shaping the future of our Guest Services team. Your mission? To inspire, coach, and elevate our representatives, ensuring every interaction leaves a lasting impression on our customers. You'll be at the heart of creating and delivering top-notch training that empowers our team to exceed expectations, particularly as we support the prestigious Olympics dedicated Guest Services teams.
Key Responsibilities :
- Crafting Excellence : Design, develop, and implement training programs that empower both new hires and seasoned representatives to shine in their roles.
- Championing Quality : Lead quality assurance efforts, monitoring performance to ensure every representative delivers a premium customer experience.
- Inspiring Growth : Foster a motivating and engaging work environment that encourages representatives to excel and reach new heights.
- Cultural Immersion : Help our team embrace and embody the unique culture of Olympics, ensuring they represent our brand with pride and precision.
- Performance Partner : Collaborate with the Director and Manager to evaluate performance, set goals, and drive continuous improvement in service quality.
- Tailored Development : Work closely with Quality Assurance Analysts and agents to create personalized development plans that address strengths and areas for growth.
- Expertise in Action : Leverage your knowledge of events management, ticketing, and hospitality to support representatives in delivering exceptional service.
- Revenue Support : Guide representatives in achieving revenue targets, blending service excellence with sales acumen.
- Concierge Coaching : Mentor representatives in delivering "white glove" concierge service to our high-value customers, ensuring every detail is perfect.
- Adaptability : Be ready to support during peak seasons, including weekends and extended hours, to meet our customers' needs.
- Industry Insight : Stay ahead of industry trends, maintaining a continuous pulse on events and partnerships to inform training and service strategies.
- Problem Solver : Identify process gaps, propose solutions, and train the team to ensure seamless operations.
- Knowledge Sharing : Create and maintain content for our Knowledge Base, ensuring all information is up-to-date and easily accessible.
- Administrative Support : Handle general administrative duties with precision and care.
- Global Perspective : Travel both domestically and internationally to provide on-site training and support.
Qualifications :
Preferred Skills and Experience :
Desired Behaviors :
Endeavor unites and brings people together in our love of sport, culture, and entertainment. We understand this can only be accomplished when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture, we strive to reflect the world's diverse voices.
Endeavor is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.
