JFK Terminal 4 launches major hospitality training programme amid $1.5bn transformation

Credit: JFK Airport

JFK International Air Terminal (JFKIAT), the operator of Terminal 4 at John F Kennedy International Airport (JFK), has partnered with Hospitality Quotient, the hospitality advisory arm of Union Square Hospitality Group, to launch a comprehensive training programme for thousands of employees working at the airport’s largest terminal.

The initiative supports JFKIAT’s T4 North Star programme, the strategic framework guiding Terminal 4’s $1.5 billion transformation. The redevelopment aims to reshape every aspect of the terminal, aligning with the Port Authority of New York and New Jersey’s wider vision to position JFK as a world class gateway.

Central to the partnership is the evolution of the T4 State of Mind, JFKIAT’s hospitality focused training and engagement platform designed for all terminal staff. The programme reinforces the principle that every interaction contributes to the passenger experience and plays a role in defining Terminal 4’s identity.

Training will concentrate on elevating service standards, strengthening emotional intelligence and fostering authentic, personable engagement. It is intended to empower employees to take pride in their roles, understand their impact and contribute meaningfully to daily operations. Nearly 80,000 passengers travel through Terminal 4 each day, placing significant emphasis on consistent, high quality service delivery.

JFKIAT and Hospitality Quotient will also collaborate on shaping a future recruitment model for Terminal 4, ensuring new hires reflect the T4 State of Mind and possess the capabilities required to meet enhanced customer service expectations.

Roel Huinink, Chief Executive Officer of JFKIAT, said: “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. 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.”

Patti Simpson, Managing Director of Hospitality Quotient, added: “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.”

Danny Meyer, Founder and Executive Chairman of Union Square Hospitality Group, said: “Thoughtful hospitality can transform every interaction into something meaningful and memorable.”

SIGN ME UP