Universal Weather and Aviation, Inc. · 1 day ago
Mngr, Srvc. Standards & Employee Development
Corporate office, Tampa, FL, US
Full-time
Onsite
Senior Level
5+ years expUniversal Weather and Aviation, Inc. is a leader in business aviation catering. The Manager, Service Standards and Employee Development is responsible for leading a cross-functional team focused on service excellence, overseeing training, quality assurance, and ensuring operational standards are met.
SchedulingSoftware
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
Qualification
Required
Bachelor's degree in Hospitality, Business, or related field preferred
5+ years of experience in guest services, training, or quality management
Experience in business aviation catering or luxury hospitality is highly desirable
Strong leadership, communication, and analytical skills
Proficiency in performance metrics, training design, QA methodologies, and reporting tools
Pre-employment criminal background check
Pre-employment Drug Test
MVR (if applicable to the position)
E-Verify
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)
Company
Universal Weather and Aviation, Inc.
At Universal, we’re moving organizations that move the world.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Ralph J Vasami
Chief Executive Officer
John Lee
EVP and Chief Financial Officer
Recent News
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