Guest Experience Manager

TBI AIRPORT MANAGEMENT INC.•Burbank, CA

2h•Onsite

About The Position

Hollywood Burbank Airport is located in Burbank, California, in the Los Angeles metro area, serving 6.2 million passengers a year. In October 2026, airport operations will move to a brand-new terminal. 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.

Requirements

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 366 applications (Outlook, Word, PowerPoint, Excel)
Aptitude in data analysis tools to interpret passenger satisfaction trends
Ability to: Remain calm under pressure and resolve complex conflicts or complaints
Ability to: Establish and maintain good working relationships with employees and other stakeholders
Ability to: Exercise accuracy, discretion, good judgment, attention to detail, courtesy, tact, and patience
Ability to: Manage multiple tasks/assignments simultaneously
Ability to: Occasionally attend functions/events scheduled beyond regular workday hours
Ability to: Travel (by car and plane) for multiple days for work-related events (e.g. conferences)
Ability to: Regularly move about to accomplish tasks or shift from one worksite to another
Ability to: Stand on your feet for prolonged periods
Ability to: Lift objects up to 50 pounds
Possession of a valid California Driver's license
Obtain and maintain security clearance as required by role and TSA regulations

Nice To Haves

3+ years work experience in Communications, Marketing, Travel, Tourism, Hospitality or related industries
Bachelor’s Degree from accredited institution in related fields
Familiarity with airport operational procedures, security protocols, and passenger processing systems

Responsibilities

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