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Overview

Guest Experience Survey Specialist - LaGuardia Terminal B

Reporting to : General Manager

Job Type: Full-time

LaGuardia Terminal B was the first of the new terminals to open as part of the Port Authority of New York & New Jersey's multi-billion-dollar redevelopment of LaGuardia Airport. Since then, Terminal B has gone on to become one of the top performing airport terminals in North American and was awarded UNESCO'S 2021 Prix Versailles Award - Best new terminal. Our guest experience teams have played a critical role in creating these achievements as we aim to provide an end-to-end premium guest service experience for all customers travelling through the airport.

SALARY: $23.50/hr:

The pay listed is the hourly range or the hourly rate for this position. A specific offer will vary based on applicant’s experience, skills, abilities, geographic location, and alignment with market data.

Benefit Information:

ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM

2024 Employee Benefits | Front Line Team Members | (Programa de Beneficios de ABM) (https://www.abm.com/wp-content/uploads/2023/11/2024-Recruitment-Frontline-11.6.23.pdf)

SUMMARY: We are seeking a highly skilled and motivated individual to join our Guest Experience team as a Guest Experience Survey Specialist at LaGuardia Terminal B. In this role, you will need to have a deep understanding of the customer experience journey, pain points and industry best practices. You will play a vital part in providing a unique, luxury experience for guests at LaGuardia Airport’s Terminal B by collecting data on customer satisfaction, market research and improving KPIs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Create an open and engaging environment for guests while completing surveys on overall customer satisfaction and experience.

• Collect data, gauge and track customer insights and satisfaction through analyzing survey results.

• Provide exceptional customer experience at Terminal B by communicating with guests using clear and professional language.

• Present trends in customer feedback and observations with stakeholders to identify customer experience opportunities.

• Connect guests with Guest Experience Ambassadors to correct any issues they may have in relation to their visit.

• Exceed guest expectations by providing additional service support in collaboration with other terminal stakeholders.

• Be an expert of Terminal B’s facility and the amenities available throughout the terminal.

• Handle a fast-paced environment with ease and professionalism especially during irregular operations (IROPS).

• Perform a variety of ad hoc duties as assigned, often changing from one task to another, without the loss of efficiency or composure.

REQUIRED QUALIFICATIONS:

• A minimum of 2 years of related work experience; preferably minimum 1 year in the aviation and or airline industry; luxury retail, hotel, or hospitality industry.

• Reliable, punctual, and regular in attendance with good communication skills.

• Must have reliable transportation to Terminal B for scheduled shifts. Employee parking is available at a cost.

• Must have the ability to read, write and understand English in a professional working environment.

• Must be computer literate and proficient with Microsoft Word, Excel, Outlook.

• Must be highly proficient using Microsoft Excel - specifically data management formulas and pivot tables.

• Friendly, outgoing personality; exceptional guest and client service interactions.

• Ability to work well with different personalities in a fast-paced environment with constant changes.

• Excellent time management skills with a proven ability to meet deadlines.

• Ability to handle highly sensitive and confidential information.

• Have exceptional interpersonal skills.

• Able to work early mornings, evenings, and weekends.

• Must maintain a neat, well-groomed appearance that always conveys professionalism. No visible tattoos or facial piercings.

• Must be available to work at least five (5) days per week; including evenings, weekends, and holidays.

• Ability to multitask, work under pressure while maintaining professional composure in front of guests and employees.

WORK CONDITIONS:

• Tasks are performed with moderate supervision.

• Ability to stand for up to 8 hours per shift with or without reasonable accommodation.

• Employees may be scheduled to work until 12:00 a.m. or later.

• Employee should use precautions and follow safety guidelines at all times.

SKILLS:

• Microsoft Excel Expert

• Customer/Client Focus

• Communication Proficiency

• Collaboration Skills

• Stress Management/Composure

• Flexibility

• Problem Solving to apply.

REQNUMBER: 104862

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.