Mngr, Srvc. Standards & Employee Development

Universal Weather and Aviation•Tampa, FL

About The Position

The Manager, Service Standards and Employee Development is responsible for leading a cross-functional team that supports service excellence in the business aviation catering sector. This role oversees the Training Manager, Resolution Team, and Quality Assurance Specialists (QA), focused on phone interactions as well as order creation and management. The Manager will establish service standards, develop evaluation methods, and drive continuous improvement across all guest-facing functions. This role also serves as a key liaison to the Director of Guest Services and Executive Leadership, providing regular reporting and strategic recommendations.

Requirements

Bachelor’s degree in Hospitality, Business, or related field preferred.
5+ years of experience in guest services, training, or quality management.
Strong leadership, communication, and analytical skills.
Proficiency in performance metrics, training design, QA methodologies, and reporting tools.

Nice To Haves

Experience in business aviation catering or luxury hospitality is highly desirable.

Responsibilities

Supervise and support direct reports in training, resolution, and quality assurance.
Conduct regular performance evaluations and coaching sessions.
Promote a culture of accountability, empathy, and excellence.
Partner with the Training Manager to design, implement, and maintain comprehensive onboarding and ongoing training programs that support employee development and operational
Ensure training aligns with operational procedures and client expectations.
Develop and maintain standardized evaluation tools for QA Specialists.
Monitor and analyze QA data to identify trends and improvement opportunities.
Ensure consistency in guest interactions and order handling.
Support the Resolution Team in managing escalated guest concerns.
Track resolution metrics and implement strategies to reduce repeat issues.
Establish service and operational standards across all functions.
Create measurable evaluation methods to assess team and individual performance.
Develop and maintain reporting dashboards and performance summaries.
Communicate key findings, trends, and initiatives to the Director and Executive Leadership Team.
Recommend strategic improvements based on data insights and guest feedback.
Partner with Data Quality, Operations, Culinary, and Logistics teams to ensure service standards are upheld.
Collaborate with the eLearning Developer and IT team to ensure training materials are developed in alignment with departmental strategies, technical standards, and organizational directives.
Lead or contribute to cross-departmental initiatives that enhance the guest experience.

Benefits

Air Culinaire Worldwide employees have the flexibility to design the benefit selections best suited for their needs.
Full Time employees are eligible for healthcare and supplemental benefits on the first day of the month, following 30 days of employment.
401 (K) Retirement Plan with a discretionary 100% employer match of the first 6% of participant contributions.
Plan entry is the first day of the month following 30 days of employment.
Three (3) medical plans to choose from, with an excellent employer contribution.
Available Dental and Vision insurance
Company paid basic life insurance, with the option to elect additional voluntary term life.
Company paid short-term and long-term disability insurance.
Available supplemental benefits, including critical illness, accident insurance, hospital indemnity insurance and pet insurance.
Health Savings Account and Flexible Spending Account available (for eligible plans)
Generous Vacation Program for full time employees
Employee Assistance Program (EAP)