Title:  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 management
• Supports Hospitality Standards team by acting as 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 facilitators; conducts annual performance evaluations and helps set goals for direct reports; serves as a resource to staff 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 facilitators
• Manage budget as it applies to the classroom environment
• Works with other JBU supervisors and instructors to ensure consistency amongst hospitality 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 training experience
• One (1) year of experience leading a team or projects
• One (1) year 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 administrative, prioritization, interpersonal and organizational skills
• Excellent verbal and written communication skills
• Available for overnight travel (up to 25%)
• 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
• Two (2) years of experience leading a team or projects
• 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
• Ability 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 punctuality
• Potential need to work flexible hours, including evenings and weekends, 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, Passion and Fun
• 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))
• 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
• Non-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)