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Guest Experience Lead
Guest Experience LeadABM Industries • Flushing, NY, US
Guest Experience Lead

Guest Experience Lead

ABM Industries • Flushing, NY, US
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Overview

LaGuardia Terminal B - ABM Industries & Ethos Farm Americas

The members of the prestigious Guest Experience Team at LaGuardia Terminal B are pivotal in providing outstanding customer service to all customers travelling through Terminal B. The Guest Experience Team provides personalized one to one service to guests, assisting them through their airport journey and helping to drive operational efficiency at key airport touchpoints. The Guest Experience Team roles are best suited for highly motivated individuals with experience in either premium hospitality, retail or aviation / airline backgrounds who can collaboratively work as part of a growing team and deliver outstanding and proactive customer service to all guests.

SALARY : $27.88 / 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)

Job Type : Full-time position only (32-40 hours per week), including holidays and weekends

Reporting to : Guest Experience Supervisor

Lead Responsibilities :

  • Deliver outstanding and proactive customer service to all guests travelling through the airport; while always demonstrating the LaGuardia Terminal B service standards : Safe Hands, Best at What We Do, Show We Care and Strong Partnerships.
  • Support Guest Experience Supervisor with daily workflow and operational tasks. Assist with planning and preparation of daily responsibilities.
  • Maintain Guest Experience equipment, ensuring it is available and in proper working order for each shift and during schedule turnover times.
  • Conduct daily performance observations, ensuring that GX Ambassadors meet all service-level expectations.
  • Manage changes during times of irregular operations (IROPs).
  • Support with new hire training and current employee development

General Responsibilities :

  • Provide a quality customer experience to guests throughout LaGuardia Terminal B using clear and professional language.
  • Become a solutionist by working with guests to correct any issues they may have in relation to their airport experience. Exceed guest expectations by providing additional service support in collaboration with airline partners.
  • Be an expert of Terminal B’s facility and the amenities available throughout the terminal, including choices for shopping, dining, and relaxation.
  • Champion communication by working with your teammates, leadership, and external partners to ensure a smooth operation by alerting stakeholders to crucial changes and / or operational issues.
  • Handle a fast-paced environment with ease and precision, including moments of congestion and irregular operations (IROPS). Correctly disseminate vital information as it changes.
  • Similar work duties as assigned.

    • Requirements :

  • A minimum of one year’s experience as a team lead or supervisor, overseeing teams of 10 or more employees. Experience with luxury retail, hotel and aviation environments is preferred.
  • Advanced communication and relationship-building skills.
  • Ability to maintain confidentiality of highly sensitive information.
  • Ability to work both independently and as part of a team to solve issues and handle a rapidly changing environment.
  • Must be computer literate and proficient with Microsoft Office Suite, especially Outlook, Word, and Excel.
  • Ability to stand for up to 8 hours per shift with or without reasonable accommodation.

    • Skills :

  • Customer service
  • Premium guest service
  • Teamwork and collaboration
  • Quick thinking, multitasking and problem solving
  • Excellent verbal communication skills
  • Interpersonal skills
  • Fluent in written and spoken English
  • Other language skills (not essential)
  • Hospitality / premium retail experience highly desirable

    • Qualifications :

  • Education : High School Diploma, GED or equivalent
  • Minimum of one-year of customer service experience in a similar environment

    • Other :

  • Healthcare / sick / vacation benefits available after service through ABM industries.
  • Free staff parking / shuttle available.
  • Ability to stand for all 8 hours while on shift; must be able to lift, push, pull objects up to 70 pounds with reasonable accommodation.
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    Guest Experience Lead • Flushing, NY, US