John F. Kennedy International Airport (JFK) Terminal 4 operator JFKIAT is launching a new airport-focused hospitality training program in partnership with Hospitality Quotient, a hospitality advisory firm from the team at Union Square Hospitality Group (USHG). The training and engagement program will focus on supporting JFK T4 hospitality employees to embody the “T4 State of Mind” and deliver seamless service across the terminal. Union Square Hospitality Group has maintained a presence in T4 for over 15 years, when it opened BBQ restaurant Blue Smoke and popular burger brand Shake Shack.
“The T4 State of Mind embodies the core of our identity as a terminal, blending New York City’s ambition and resilience with the T4 community’s bold spirit of ingenuity,” said JFKIAT CEO Roel Huinink. “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.”
“Through our work with JFKIAT, we’ve put the Hospitality Quotient playbook into action,” added Patti Simpson, managing director of Hospitality Quotient. “So much more than just a training program, this partnership proves that – at one of the world’s busiest transit hubs – exceptional hospitality is possible. Together, we’re not just elevating the passenger experience, we’re helping JFKIAT’s teams connect, grow, and thrive every day.”
“We’ve long known that the power of hospitality extends far beyond the restaurant industry,” added Danny Meyer,USHG founder and executive chairman. “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.”
