Manager, Guest Experience

City of Philadelphia • Philadelphia, PA

4h • $95,000 - $115,000

About The Position

The Manager of Guest Experience plays a critical role in ensuring an exceptional, consistent, and people-centered experience for all who pass through Philadelphia International Airport—including passengers, airlines, tenants, and PHL’s 17,000 badged employees. This role oversees guest-facing operations within the terminal, manages relationships with key airport partners, and leads programs that enhance both passenger satisfaction and employee engagement.
The Manager is responsible for guiding frontline guest experience teams, managing tenant and airline partnerships, and overseeing airport-wide programs that elevate hospitality, communication, and service excellence. This individual also manages the PHL Works program—including digital learning, in-person training, and “train-the-trainer” programming—to support consistent, high-quality service delivery across the airport community.

Requirements

• Knowledge of: Guest experience and customer service principles within aviation or large public facilities.
• Knowledge of: Airport tenant and airline operations.
• Knowledge of: Workplace training, digital learning, and service skills development.
• Knowledge of: Stakeholder engagement approaches and partnership management.
• Knowledge of: Equity, accessibility, and inclusive customer support practices.
• Skills in: Managing complex stakeholder relationships with airlines, tenants, and large employee populations.
• Skills in: Communicating clearly, professionally, and empathetically with diverse audiences.
• Skills in: Leading frontline service teams in high-traffic, dynamic environments.
• Skills in: Coordinating programs, training, and recognition initiatives.
• Skills in: Problem-solving, conflict de-escalation, and improving guest-facing processes.
• Abilities to: Build strong partnerships and represent Guest Experience with credibility and professionalism.
• Abilities to: Lead teams in delivering consistent, high-quality service.
• Abilities to: Navigate a fast-paced airport environment with flexibility and sound judgment.
• Abilities to: Uphold service excellence standards and drive continuous improvement.
• Abilities to: Work collaboratively across airport departments and with external partners.
• Bachelor’s degree in public relations, hospitality management, aviation management or a closely related field.
• Three to five years of experience in customer experience, hospitality, aviation, or stakeholder engagement.

Responsibilities

• Serve as a point of contact for terminal guest experience operations.
• Ensure consistency in the guest experience through strong relationship management with airlines, tenants, and airport partners.
• Support informed, knowledgeable interactions with passengers by developing staff expertise in airport processes and customer service standards.
• Supervise and support frontline guest experience staff (including Sharron’s team), who serve as the boots-on-the-ground presence across the terminal.
• Oversee bilingual reception and ensure accessible, inclusive guest support services.
• Manage day-to-day relationships with airlines, coordinating closely to support passenger needs and operational alignment.
• Build strong partnerships with airport tenants to ensure consistency in customer service and operational coordination.
• Represent Guest Experience in collaborations with internal and external stakeholders, including the PHL Guest Experience Council, PHL Works partners, and airlines.
• Manage the PHL Works program—including digital training, in-person learning, skill development, and train-the-trainer sessions—ensuring quality and alignment with guest experience goals.
• Oversee airport-wide stakeholder engagement and system-wide elements of PHL Works.
• Manage quarterly employee recognition activities to celebrate staff contributions and highlight service excellence.
• Lead airport-wide Employee Appreciation programming as part of workforce engagement efforts.
• Develop and support initiatives that center on the experience of airport employees and aviation workers.
• Ensure stakeholders have the tools, training, and information necessary to deliver a high-quality guest experience.
• Collaborate across airport departments to address guest needs, support operational improvements, and elevate the PHL experience.
• All other duties as assigned.

Benefits

• City employees get unlimited FREE public transportation all year long through SEPTA’s Key Advantage program.
• The City offers its employees 8 weeks of paid parental leave.
• Comprehensive health coverage for employees and their eligible dependents.
• Our wellness program offers eligibility into the discounted medical plan
• Employees receive paid vacation, sick leave, and holidays
• Generous retirement savings options are available
• City of Philadelphia employees are eligible to participate in the Public Service Loan Forgiveness program.
• The City of Philadelphia has forged partnerships with over a dozen esteemed colleges and universities in the area, ensuring that our employees have access to a wide range of tuition discounts and scholarships.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager