JFKIAT, the operator of Terminal 4 at New York’s John F. Kennedy International Airport, has partnered with Hospitality Quotient to introduce a hospitality training program for terminal staff.
Hospitality Quotient is an advisory group within Union Square Hospitality Group. The program will target the thousands of employees working at Terminal 4 and is intended to support the terminal’s ongoing redevelopment.
The initiative forms part of JFKIAT’s T4 North Star strategy, which sets out a long-term vision for Terminal 4 as it undergoes a US$1.5bn transformation. The training will build on the existing T4 State of Mind engagement program, which focuses on customer service and staff interactions across the terminal.
According to JFKIAT, the program will aim to establish new service standards, and develop skills such as emotional intelligence to support interactions with passengers. It will also be used to help shape future recruitment at the terminal by identifying the skills required for customer-facing roles.
Terminal 4 handles close to 80,000 passengers daily, and the training will be rolled out to staff across airlines, concessions and other operational areas.
Roel Huinink, the CEO of JFKIAT, said, “As we continue to bring the transformation of T4 to life, our focus on exceptional service, authentic hospitality and the strength of our T4 community will set a new standard for customer service. I’m looking forward to our partnership with Hospitality Quotient and Union Square Hospitality Group to bring this program to fruition through every interaction our community has with our passengers.”
Danny Meyer, founder and executive chairman of Union Square Hospitality Group, said, “Thoughtful hospitality can transform every interaction into something meaningful and memorable. At JFK’s Terminal 4, it’s helping team members create moments of connection that passengers remember long after they reach their final destination.”
JFKIAT said the training program will evolve alongside the wider terminal redevelopment, and will be integrated into day-to-day operations as part of the broader transformation of Terminal 4.
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