Guest Experience Manager

Guest Experience Manager TBI Airport Management Burbank, CA Job Details Full-time $110,000 - $120,000 a year 22 hours ago Benefits Paid training Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Pet rider program Qualifications Microsoft Word Hospitality Stakeholder engagement Strategic management Microsoft Excel Microsoft Outlook Presentation software Volunteer management Event coordination Writing skills Mid-level Marketing management Marketing strategy development 3 years Driver's License Bachelor's degree Attention to detail Staff training Conflict management Survey research Training & development Benchmarking Data analytics tools Volunteer recruitment Communication skills Stakeholder relationship building Volunteer engagement program management Customer complaint resolution Stakeholder management Full Job Description TBI Airport Management, Inc. Hollywood Burbank Airport Job Description Guest Experience Manager Reports to:

Director of Communications and Air Service Status:

Exempt Salary Range:

$110,000 - $120,000

General Description:

Hollywood Burbank Airport is located in Burbank, California, in the Los Angeles metro area. The airport serves 6.2 million passengers a year. In October 2026, airport operations will move to a brand-new terminal located adjacent to the current facility. Under the direction of the Director of Communications and Air Service, the Guest Experience Manager will maintain strategic programs that ensure a safe, comfortable and enjoyable experience for travelers. This position is responsible for the development and implementation of those programs in coordination with the Marketing-Communications team and the needs of the new passenger terminal.

Essential Job Functions:

Develop and implement strategic direction and plans for Airport-wide programs which enhance the experience of travelers Partner with Airport service providers, airlines, TSA, concessionaires, and other Airport related staff to establish customer satisfaction benchmarks, employee training guidelines and standards Formulate and activate plans to mitigate negative customer impacts and collaborate with all affected airline and/or Airport departments including service providers to ensure a positive customer experience is valued and maintained Establish and manage program goals, marketing strategies, and direct outreach to all Airport tenants and business partners Monitor industry trends and expectations in customer experience programs and make recommendations to senior management for initiatives to be included in the Airport's program Evaluate changes in passenger processing, Airport access and other Airport operational processes and assess impact on passengers Work with Communications team on recruitment and engagement of volunteers for Airport Ambassadors and Waggage Claim (pet therapy) programs Administer the annual ACI-ASQ Passenger Satisfaction Survey Coordinate airport-wide events, seasonal decorations Support Communications team on projects and events as needed Perform other related duties as assigned

Minimum Qualifications:

3+ years work experience inCommunications, Marketing, Travel, Tourism, Hospitality or related industries preferred Bachelor's Degree from accredited institution in related fields preferred Advanced skill in written communication (including business writing, instructions, descriptions, ideas, regulatory language, data presentations, analytical reports and studies) Excellent verbal and written communication skills for engaging diverse audiences, including passengers, staff, and senior leadership Strong ability to lead, engage, and train staff in high-traffic, dynamic environments Interpersonal skills to interact with all stakeholders in a customer service-oriented manner Intermediate proficiency in Microsoft 365 applications (Outlook, Word, PowerPoint, Excel) Aptitude in data analysis tools to interpret passenger satisfaction trends Familiarity with airport operational procedures, security protocols, and passenger processing systems is a plus but not mandatory Ability to: Remain calm under pressure and resolve complex conflicts or complaints Establish and maintain good working relationships with employees and other stakeholders Exercise accuracy, discretion, good judgment, attention to detail, courtesy, tact, and patience Manage multiple tasks/assignments simultaneously Occasionally attend functions/events scheduled beyond regular workday hours Travel (by car and plane) for multiple days for work-related events (e.g. conferences) Regularly move about to accomplish tasks or shift from one worksite to another Stand on your feet for prolonged periods Lift objects up to 50 pounds

License and Special Requirements:

Possession of a valid California Driver's license Obtain and maintain security clearance as required by role and TSA regulations

Schedule:

Full-time in-person, Monday - Friday 9/80 work schedule (three-day weekend every other week) Occasional work evenings and weekends Interested Candidates may apply by clicking the link below and completing the assessments: https://www.ondemandassessment.com/o/JB-0XR4E8RTD/landing?source=indeed

Pay:

$110,000.00 - $120,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Paid training Vision insurance

Work Location:

In person