Vice President of Terminals and Guest Experience
About The Position
Ready to be the captain of the guest experience at RDU? As our Vice President of Terminals and Guest Experience, you’ll pilot every touchpoint of our passengers’ journey across Terminal 1 and Terminal 2, blending operational precision with the warmth and attentiveness of world-class hospitality. In this role, you’ll ensure our terminals run like a well-tuned aircraft, with smooth operations, high standards, and an unwavering focus on customer satisfaction. You’ll chart the course for our guest experience strategy, guiding teams and programs that shape how every traveler experiences RDU. We’re looking for a detail-oriented and personable leader who thrives on creating memorable moments, anticipates passenger needs, and brings a customer-first mindset to the airport environment. You’ll be the co-pilot of hospitality excellence, championing a culture where every interaction feels welcoming, comfortable, and thoughtfully curated—just like a top-tier hotel in the sky.
Requirements
- Bachelor’s degree in Business Administration, Organizational Leadership, Customer Experience Design, Facilities Management, Hospitality Management or related field OR relevant experience in lieu of a bachelor's degree.
- 8 years of experience in customer-centered facility operations, hospitality, guest services, or customer-centered facility operations hospitality services with a strong tactical background.
- Leadership experience overseeing multi-disciplinary teams in a 24/7/365 service
- Direct management experience of a large team of customer-focused
- Ideal candidates will demonstrate both tactile operational success and strategic acumen with an understanding of guest psychology, with experience integrating hospitality philosophies into large, complex operational public environments.
- Valid Driver’s License
Nice To Haves
- 10 years of experience in customer-centered facility operations, hospitality, guest services, or customer-centered facility operations hospitality services with a strong tactical background.
- Experience will preferably come from a large venue such as airport, university, hotel, stadium, or other hospitality-focused operational facility.
Responsibilities
- Terminal and Guest Experience Strategy
- Contract Management & Service Oversight
- Tenant & Staff Engagement & Training
- Performance Measurement & Improvement
- Team & Volunteer Program Leadership
- Art, Aesthetics & Seasonal Programming
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What This Job Offers
Job Type
Full-time
Career Level
Executive
