Manager, Brand Delivery and Employee Engagement-Airport Dimensions

Collinson•Kanosh, UT

29d

About The Position

A new role within the Guest Experience organization, the Manager, Brand Delivery and Employee Engagement is a critical role in ensuring that every guest experience embodies our brand’s commitment to our guests – providing an oasis at the airport and allowing our guests the chance to exhale from the stressful and sometimes hectic air travel experience. This role will be responsible for translating our brand strategy into reality, ensuring every lounge, in every location, delivers a consistent, memorable experience to every guest throughout our global lounge network. Acting as both a strategic brand guardian and an on-the-ground champion of the guest experience, the Manager of Brand Delivery and Employee Engagement will be responsible for ensuring our lounges look, feel, and operate in a way that inspires comfort and hospitality. At Airport Dimensions, we understand that our front-line team members are who matter most. This role will contribute to and have responsibility for developing and overseeing our employee engagement efforts in both our proprietary and partner lounge networks. Partnering closely with Operations, Training, Compliance, Marketing, and Guest Experience teams, this role will lead all front-line communication tools, ensuring that the “why” behind anything we do is transparent and clear. Successful candidates for this role will be creative thinkers and operationally savvy, recognizing the opportunity for the role to be high-impact and passion-led. Energy, empathy, and ability to seamlessly pivot new initiatives and priorities, while seeing projects through to completion and implementation will be requirements for this role to be successful

Requirements

Bachelor’s degree in Marketing, Hospitality, or related field.
Minimum of 5 years' experience in brand management, guest experience, hospitality or airport operations.
Proven success leading brand, service, or employee engagement initiatives across multiple locations.
Strong communication skills, with the ability to clearly convey brand and engagement details across departments and senior leadership.
Partner with cross-functional teams such as Operations, Marketing, and Guest Experience to align brand delivery and employee engagement goals
Excellent organizational skills with the ability to work independently, self-motivate, and manage tasks across teams, ensuring deadlines are met and processes are completed efficiently.
Strong attention to detail, ensuring that processes are accurate and compliant.
Entrepreneurial mindset, ablet o be proactive and organized while driving projects independently with minimal supervision
Passion for hospitality with a dee commitment to creating exceptional guest and employee experiences
Adaptable and able to thrive in a fast-paced, evolving environment

Nice To Haves

Experience within premium hospitality, travel, or airport environments is highly desirable
Experience in evaluating programs or processes and finding areas of improvement, ideally in guest experience or employee engagement, leading to increased efficiency and delivery.

Responsibilities

Translate brand guidelines into actionable, operational & design standards that enhance the customer journey
Champion the guest experience across every lounge, ensuring brand standards are requirements are met while engaging with in-lounge leaders and front-line team members
Conduct brand and hospitality audits, identifying opportunities for continuous improvement
Collaborate closely with internal and external training experts to identify key areas of focus and assist in developing an actionable, deliverable training strategy
Hold all in-lounge, above lounge, and front-line team members accountable for brand delivery, to include service, design, guest-facing collateral, and food and beverage requirements
Act as a brand ambassador monitoring and analyzing guest feedback, CSAT metrics, and compliance data, driving continuous improvement
Partner with cross-functional teams to align on brand delivery and guest experience goals
Work alongside internal and external stakeholders to identify best practices for communication, brand delivery tools, new team member onboarding, and new and existing delivery programs
Lead brand implementation and training for new lounge openings and refurbishments ensuring seamless integration of all brand standards
Develop and implement employee engagement programs that reinforce brand values, ensure our team members feel heard and cared for, and celebrate service excellence and life events
Collaborate with stakeholders to design initiatives that strengthen team culture, recognition, and pride in our brand, ultimately leading to increased employee engagement and retention
Act as a brand ambassador and culture lead, inspiring staff through hands-on training, orchestrating workshops, and internal communication tools
Assist in development and ongoing management of annual and bi-annual employee engagement surveys, ensuring meaningful delivery and actionable results
Develop communication channels with in-lounge leaders and team members to ensure the areas of focus needed are front of mind and action plans are clearly communicated and are front of mind
Track key metrics such as CSAT and employee engagement scores to track and document progress alongside continuously evolving priorities
Represent the brand in airport, airline, and partner meetings, promoting a strong focus on guest and employee experience