2024 LAS Airport Manager - Airport Experience & Quality Assurance

Reporting to the Chief Aviation Marketing Officer, the Airport Manager - Airport Experience & Quality Assurance offers the opportunity to lead the airport customer experience initiative at one of the nation’s largest destination airports providing programming and public-facing events that elevate the guest experience and are reflective of the local community.

The successful candidate will be well versed in:

The principles and practices of successful hospitality and branding programs, customer service standards airport-wide.
Managing airport customer service standards and measurements and airport-wide incentive programs.
Independently performing complex professional personnel work in a variety of areas including consultative and liaison functions.
Carrying assigned analytical projects through, from data gathering to completion.

Key responsibilities include:

Leading a team to conduct training across various divisions and airport-wide partners, focused on customer service and providing an elevated guest experience that encapsulates the new airport guest experience brand promise.
Taking the lead in the developing and implementing goals, policies, procedures, quality assurance standards and practices of successful hospitality and branding programs.
Interacting with various stakeholders through presentations, verbal, or written communications to establish feedback monitoring and identify trends and opportunities to improve service quality and delivery.
Conduct quality assurance calibrations utilizing existing and new surveying mechanisms to make informed decisions alongside division heads for areas of improvement with the goal of enhancing the guest experience.
Designing and executing strategies to improve customer satisfaction and loyalty.
Setting clear customer satisfaction goals and work with cross-functional teams to meet them.
Focus on analyzing customer feedback, identifying areas for improvement, and driving initiatives to enhance the overall customer journey.
The ideal candidate will have a strong understanding of customer behavior, exceptional problem-solving skills, and the ability to work cross-functionally with various departments to ensure a consistent and positive customer experience.

Preferred education and experience:

Bachelor’s degree in aviation, business administration, public administration or a field related programmatic area.
Five (5) years of full-time supervisory level experience in an airport or a setting related to the assigned work area.
An equivalent combination of education and closely related management experience may be considered. Advanced degree preferred.