Guest Experience Manager Jobs

The Guest Experience Manager will own the in-terminal customer experience for the brand-new Terminal 8 and the upcoming Terminal 1 redevelopment. By partnering with the URW Airports and JFK Management teams, the Guest Experience Manager will work closely with concession retailers, stakeholders, and terminal employees to deliver a world-class airport experience. The Guest Experience Manager will be responsible for all customer service training, performance management and employee engagement initiatives that ultimately enhance and impact the overall airport experience.

Job Responsibilities:

Customer Service

• Lead Performance Management initiatives including mystery shops and reporting key metrics on a quarterly and annual basis.
• Collaborate with our vendor partners to develop and manage the customer service training and performance management program, which provides sales and leadership training and coaching to frontline concession employees.
• Proactively provide support, troubleshoot, advocate, and monitor in-terminal mobile ordering (e.g., Servy) digital tools and software as needed.
• Support the development of an online training academy and new training topics to address relevant concession challenges (e.g., queue management), service nuances (e.g., travel necessities, quick service) and international transaction etiquette.
• Conduct formal surveying (online and in-terminal) to formulate benchmarks, identify problem areas and resolve customer-facing issues to support the overall mission of raising ASQ scores.
• Facilitate all classroom training initiatives including customer service, sales/upselling and New-Hire Orientation and introductory leadership courses (e.g., Emotional Intelligence).
• Conduct on-the-spot training with the goal of educating, training, and coaching the front-line concessions employees in real-time.

Retailer Relations

• Manage online Employee Resource Center (ERC) to showcase special terminal offers, events, job openings, and more for employee awareness and participation.
• Partner with the Port Authority to monitor and increase quarterly Airport Service Quality (ASQ) and customer satisfaction scores.
• Support terminal workforce and labor hiring needs including job fairs and networking events. Work in partnership with JFK Management, NJ/NY Port Authority and HR consultants to support their staffing of concession and retailer locations at JFK.
• Support upcoming sales promotions and Value for Money initiatives from concession retailers for communication through appropriate channels. Track and report results on a consistent basis.
• Manage online review and social media content. Utilize monitoring and tracking tools for internal and external reporting.

Marketing / Operational

• Collect and develop content for terminal communications, including concessions newsletter, employee text club, LinkedIn, Yammer, social media and more.
• Coordinate and/or facilitate New Hire Orientation, tenant meetings and job fairs as needed.
• Execute in-terminal events and entertainment calendar with goal of increasing traveler and employee experience (e.g., live music, sampling, in-store promotions, and more).
• Coordinate and support concession retailer events and productions (e.g., new store openings, terminal grand openings, employee, and community events).

Employee Relations

• Identify and capture content to create a “Meet Our People” campaign featuring concession team members throughout the terminal and community.
• Lead voice of the employee initiatives, actively gathering feedback and suggestions, testing new concepts, sampling new menu items and more.
• Develop and lead employee communications and incentive campaigns to include items such as: rewards & recognition, on the spot awards, employee appreciation events, sales contests, menu pricing and more.

Knowledge and Skill Competency Requirements:

• Previous community involvement or networking experience is preferred.
• Analytical and problem-solving skills.
• A minimum of five years of hospitality experience within the travel industry (e.g., hotel, airline), retail and/or restaurant environment is required. Some leadership/managerial experience within these industries is also required.
• Demonstrate team player attributes.
• Strong oral and written communication skills including classroom facilitation and business presentation experience. Previous classroom experience and ability to facilitate a broad range of topics from customer service training to leadership development is preferred.
• Bachelor’s degree preferred.
• Must be flexible and able to work some Manager on Duty (MOD) shifts as requested, which may include days, nights, weekends, and holidays.
• Ability to work independently to meet expected deadlines and schedules.

Essential Functions:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the physical skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Required to frequently sit, talk, and hear.
• Able to climb stairs several times a day.
• Must be able to communicate verbally in person, online and on the phone throughout the day.
• Required to stand and walk up to 8 hours a day.

Primary Location:

This position is based in-person at the URW Management Office within JFK Terminal 8.

Salary Range:

$90-130k + Discretionary Bonus

About URW Airports:

Unibail-Rodamco-Westfield (URW) is the premier developer and operator of flagship consumer destinations in the most dynamic cities across the U.S. and Europe. Working together with airports and airlines across five major U.S. airports and reaching more than 120 million annual customers, URW Airports has a proven track record of delivering extraordinary travel experiences that drive commercial revenue above U.S. benchmarks. Learn more at www.urwairports.com.

Our company purpose – to Reinvent Being Together – is about reimagining how individuals and communities come together, socialize, and enjoy dynamic experiences alongside one another in entirely new ways. We are at our best when we are TOGETHER safely and joyfully.

Unibail-Rodamco-Westfield is an equal opportunity employer that embraces diversity of backgrounds, perspectives, experience, and skills. We believe that diversity plays an important part in the success of our business, and we are committed to creating an environment which respects, values, celebrates and makes the most of people’s differences.

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, and other legally protected characteristics.

Join us to Reinvent Being Together.