Manager Hospitality Training

Position Summary

The Manager Hospitality Training's key responsibilities include the delivery of customer service-focused training, managing a training budget, monitoring training outcomes, and fostering a culture of excellence in hospitality while ensuring compliance with safety and regulatory standards. The position within JetBlue University (JBU) requires strong leadership, communication, and organizational skills, as well as a deep understanding of the airline industry's operational needs and customer service expectations. This role is crucial in ensuring that the airline delivers a consistent, high-quality customer experience, while maintaining compliance and operational efficiency.

Essential Responsibilities

• Works closely with cross-functional teams to align training programs with operational goals, industry standards, and regulatory requirements, while continuously improving training effectiveness.
• Leads a team of supervisor(s) and instructors, ensuring the delivery of engaging and impactful training content and maintaining a high level of employee engagement and retention.
• Works with a cross-functional team in organizing, prioritizing and scheduling work assignments to ensure optimum product development, delivery and effective project management.
• Interacts with the Hospitality Standards team by acting as the training-related subject matter expert, providing feedback and recommendations.
• Stays current on educational and hospitality industry trends and works to update and improve professional and business knowledge, skills and attitude.
• Ensures quality of product delivery through classroom and field observations.
• Supervises, develops, and coaches supervisors and instructors; conducts annual performance evaluations and helps set goals for direct reports; serves as a resource to team in the resolution of complex problems.
• Takes a significant role in the development of crewmembers to support their engagement, growth, and goal achievement.
• Assists in the recruitment of new supervisors and facilitators/instructors.
• Anticipates short- and long-term requirements regarding personnel and expenditures. Provides projections to leadership while assisting with the annual budget.
• Works with other JetBlue University (JBU) managers and instructors to ensure consistency amongst the training programs, processes, and products.
• Evaluates the role of the team by continuously assessing contributions and actively seeking other opportunities to expand and grow.
• Other duties as assigned.

Minimum Experience and Qualifications

• High School Diploma or General Education Development (GED) Diploma
• Three (3) years of experience offering formal training
• One (1) year of leadership experience
• Five (5) years of Customer Service Experience
• Knowledge of current customer service and hospitality principles, practices, standards and measures
• Demonstrated customer service skills/behaviors and is considered a positive role model
• Ability to effectively liaison with cross-functional departments and maintain productive relationships
• Strong leadership, prioritization, interpersonal and organizational skills
• Excellent verbal and written communication skills
• Available on-site to collaborate with team and customers and oversee in-person training delivery operation
• Available for overnight travel (30%)
• Must pass a ten (10) year background check and a pre-employment drug test
• Must be legally eligible to work in the country in which the position is located
• Authorization to work in the US is required, this position is not eligible for visa sponsorship

Preferred Experience and Qualifications

• Bachelor's degree
• Five (5) years of related experience in administering training or education programs
• Project Management experience
• Experience in Premium hospitality services and/or concierge services
• Knowledge of instructional design principles, adult learning theory, and performance management
• Skill in allocating resources while maximizing delivery and development of the training product
• Career development and succession planning experience

Crewmember Expectations

• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short notice
• Able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passionand Fun
• Must fulfill safety accountabilities as prescribed by JetBlue's Safety Management System
• Promote JetBlue's #1 value of safety as a Safety Ambassador, supporting JetBlue's Safety Management System (SMS) components, Safety Policy and behavioral standards
• Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue's confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))
• Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls
• Uphold JetBlue's safety performance metric goals and understand how they relate to their duties and responsibilities
• The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment

• Computer and other office equipment
• Audiovisual equipment

Work Environment

• Traditional office environment

Physical Effort

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)