Supervisor Hospitality Training

Position Summary The Supervisor Hospitality Training will lead the hospitality training delivery team. This team delivers and supports development of all training programs established to allow crewmembers to meet hospitality standards. This team also delivers and supports development of Mint and Transatlantic Service training and other related programs. Additionally, the team is responsible for development of facilitators directly on the hospitality team and other JetBlue University (JBU) teams. This supervisor will ensure quality and timely delivery of all programs and provide supervisory support for effective facilitation and exceptional delivery of behavioral-based hospitality training both in the classroom and in the operation. This individual will build and maintain solid, positive relationships with internal operational crewleaders and crewmembers and external business partners. Essential Responsibilities Develop and lead a cross-functional team in organizing, prioritizing and scheduling work assignments to ensure optimum product development, delivery and effective project managementSupports Hospitality Standards team by acting as training-related subject matter expert, providing feedback and recommendationsStays current on educational and hospitality industry trends and works to update and improve professional and business knowledge, skills and attitudeEnsures quality of product delivery through classroom and field observationsSupervises, develops, and coaches facilitators; conducts annual performance evaluations and helps set goals for direct reports; serves as a resource to staff in the resolution of complex problemsTakes a significant role in the development of crewmembers to support their engagement, growth, and goal achievementAssists in the recruitment of new facilitatorsManage budget as it applies to the classroom environmentWorks with other JBU supervisors and instructors to ensure consistency amongst hospitality training programs, processes, and productsEvaluates the role of the team by continuously assessing contributions and actively seeking other opportunities to expand and growOther duties as assigned Minimum Experience And Qualifications High School Diploma or General Education Development (GED) DiplomaThree (3) years of training experienceOne (1) year of experience leading a team or projectsOne (1) year of Customer Service ExperienceKnowledge of current customer service and hospitality principles, practices, standards and measuresDemonstrated customer service skills/behaviors and is considered a positive role modelAbility to effectively liaison with cross-functional departments and maintain productive relationshipsStrong administrative, prioritization, interpersonal and organizational skillsExcellent verbal and written communication skillsAvailable for overnight travel (up to 25%)Must pass a ten (10) year background check and a pre-employment drug testMust be legally eligible to work in the country in which the position is locatedAuthorization to work in the US is required, this position is not eligible for visa sponsorship Preferred Experience And Qualifications Bachelor’s DegreeFive (5) years of related experience in administering training or education programsTwo (2) years of experience leading a team or projectsExperience in Premium hospitality services and/or concierge servicesKnowledge of instructional design principles, adult learning theory, and performance managementSkill in allocating resources while maximizing delivery and development of the training productAbility to appropriately manage multiple tasks with accuracy and diplomacy Ability to adapt effectively to new processes or requirements while encouraging others Crewmember Expectations Regular attendance and punctualityPotential need to work flexible hours, including evenings and weekends, and be available to respond on short-notice Able to maintain a professional appearanceWhen working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraftMust be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and FunPromote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standardsIdentify 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))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 equipmentAudiovisual equipment Work Environment Traditional office environmentNon-traditional work hours, shifts cover flight schedule which operates twenty-four (24) hours a day, seven (7) days a week. Physical Effort Generally not required, or up to 10 pounds occasionally, 50 pounds occasionally (Medium)