New

Sr Inflight Hospitality Program Manager

Southwest Airlines
401(k)
United States, Texas, Dallas
May 14, 2025
Department: Inflight Our Company Promise We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer. Job Description: All of Southwest's People come together to deliver on our Purpose; Connecting People to what's important in their lives through friendly, reliable, and low-cost air travel. The Senior Inflight Hospitality Program Manager leads the development, design, and support of Hospitality efforts and initiatives for Inflight Operations. This includes maintaining the defined hospitality standards, developing training materials, improving tools and processes, measuring performance, and recognizing our top performers. This position is also responsible for developing and executing the Inflight plan to deliver personalized service utilizing assigned seating and inflight technology tools. The Senior Inflight Hospitality Program Manager is detail-oriented and a strong communicator who looks forward to interacting with various departments and making a meaningful impact on the inflight experience at Southwest. Additional Details: The culture of Southwest Airlines means we value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. Due to the nature of this role, you would be required to work from our Dallas, TX Headquarters facility during business hours. U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available. Southwest Airlines is an Equal Opportunity Employer.We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences. Responsibilities: Defines and maintains clear and measurable Hospitality standards for Flight attendants and Inflight Leaders. Works with other teams to develop materials to train and reinforce standards including semi-monthly publication, initial and recurrent training material, and other professional development modules. Monitors and maintains the Inflight Hospitality Assurance program and metrics and Inflight Hospitality strategy and goals Maintains and edits Hospitality Assessment Forms and Inflight Customer survey as required Oversees the development and implementation of department initiatives that impact the Hospitality delivered to both Flight Attendants and IF Leaders, including any process or procedural improvements Assists in ensuring Inflight Operations Hospitality goals are being met and report updates to Leaders Performs Hospitality Service assessments of Flight Attendants and communicate results with affected organizational Leadership Responsible for summarizing assessment and survey data into Leadership performance updates along with recommendations to improve performance. Responsible for timely and accurate distribution of ad hoc and scheduled reports Facilitates and attends various Inflight Operations departmental meetings May perform other job duties as directed by Employee's Leaders Knowledge/Skills/Abilities: Knowledge of Inflight Ops hospitality and service policies and procedures Ability to display poise and confidence in formal communication, written, verbal, and presentation, to various levels of the organization including Customers, subject matter experts, Leaders, and Sr. Leaders Ability to engage with front-line Employees, front-line Leadership, and build a Culture of trust and credibility for Inflight Leadership with a focus on Hospitality Ability to collaborate, facilitate and implement new concepts Excellent interpersonal skills required to communicate in person, via telephone or in writing Ability to think strategically and understand the relationship between current actions and future consequences Excellent problem-solving, analytical, interpersonal, strategic, decision-making, and time management skills required Ability to take initiative, work independently and prioritize and organize projects with time constraints for self and team Ability to influence and involve the right people at the right time to drive timely and effective decisions Education Required: High School Diploma or GED Experience Demonstrated experience in directly or indirectly leading team(s) Demonstrated experience in data analysis and using data to provide recommended actions Demonstrated experience working with Customer surveys or employee audit forms Fully functioning, broad knowledge in: Microsoft Office products Inflight Ops Hospitality Inflight Service policies and procedures Project management, process design or cabin experience work Reading and interpreting contract language and implementing into business decisions Preferred: Experience in data analysis and using data to provide recommended actions Licensing/Certification N/A Physical Abilities Ability to perform work duties from limited space work station/desk/office area for extended periods of time Ability to communicate and interact with others in the English language to meet the demands of the job Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job Other Qualifications Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986 Must be at least 18 years of age Must meet confidentiality expectations as to confidential, proprietary and sensitive Company information Must be able to comply with Company attendance standards as described in established guidelines Must have ability to travel as needed Ability to work after hours, weekends, holidays, and on-call, as needed Pay & Benefits: Competitive market salary from $116,350 per year to $129,300 per year* depending on qualifications and experience. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the company. Benefits you'll love: Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too) Southwest will help fund your 401(k) retirement savings with Company contributions up to 9.3% of your eligible earnings Potential for annual ProfitSharing contribution in the Southwest Retirement Savings Plan- when Southwest profits, you profit* Competitive health insurance for you and your eligible dependents (including pets) Southwest offers health plan coverage options that start from the very first day of employment. You will have 30 days to select and enroll in your health plan with coverage retroactively available to your first day of employment. Explore more Benefits you'll love: https://careers.southwestair.com/benefits Pay amount does not guarantee employment for any particular period of time. 401(k) match contributions are subject to Retirement Savings Plan vesting schedule and applicable IRS limits. ProfitSharing contributions are subject to Retirement Savings Plan vesting schedule and are made at the discretion of the Company. Southwest Airlines is an Equal Opportunity Employer.** Please print/save this job description because it won't be available after you apply.