Guest Experience Supervisor

Overview

Benefits: ABM offers a comprehensive benefits package.  For information about ABM’s benefits, visit ABM Employee Benefits | Staff & Management

The Guest Experience (GX) Supervisor is responsible for providing excellent and outstanding guest experience services in all areas of JFK Terminal 6. Reporting to the General Manager of Guest Experience, the Guest Experience Supervisor will supervise current GX Ambassadors, and support in crucial areas of the operation within the airport. This person must be a self-starter with experience managing large volumes of employees and providing a high level of quality guest services to guests, facility tenants and service providers.

Responsibilities

Supervisor Responsibilities:

• Deliver outstanding and proactive customer service to all guests travelling through the airport; while always demonstrating the JFK T6 service standards: Safe Hands, Best at What We Do, Show We Care and Strong Partnerships. 

• Develop GX Ambassadors, Hosts, Leads with a goal of maintaining a pleasant, friendly, and professional demeanor with airport guests, employees and visitors. 

• Designate employee tasks to ensure service-level agreements are met. Assign appropriate tasks, breaks, and shift post rotations. 

• Aide in employee training and development. Assess employee progress by regularly monitoring employees’ interactions with JFK T6 guests, to ensure guest satisfaction and service. 

• Serve as a mentor and coach to all Guest Experience employees through guidance and support. 

• Administer appropriate performance reviews, counselling and disciplinary action as needed to ensure compliance with airport, company and department policies. Maintain open dialogue with General Manager and Human Resources regarding GX Ambassador progress and needs. 

• Maintain a positive working relationship with all departments within the operation (i.e. Airlines, Transportation Security Administration, concessionaires, retailers, and service providers) to ensure that all needs of our guests are met. 

• Work with operations team and airport security to ensure that all lost items in the airport are accounted for; to ensure timely return of items to guests. 

• Reinforce the standard of delivering excellent customer service skills when interacting with guests, vendors, and employees through example and employee development. Effectively interact with frustrated, angry or emotional guests and employees. 

• Complete all assigned tasks within the guidelines and deadlines set by General Manager Guest Experience. 

• Similar work duties as needed. 

General Responsibilities:

 •Provide a quality customer experience to guests throughout JFK T6 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 6 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.

Qualifications

Requirements: 

• Minimum of 2 years’ experience as a supervisor or Duty Manager. Experience in Aviation (customer service focus only), premium hospitality or premium retail is preferred. 

• Ability to manage and lead large teams of people with an aim of meeting service objectives. 

• Ability to work collaboratively with multiple stakeholders, including account clients (Manager-level or above), employees, guests and area partners (i.e.: airline employees). 

• Ability to adapt to a rapidly changing and complex operational environment, including large volumes of guests. 

• Ability to rapidly make and execute accurate operational decisions. 

• A strong and proven track record of delivering outstanding customer service preferably within a premium product/hospitality establishment background. 

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 is a plus to include but not limited to Spanish, Germin, French, Japanese, English, Arabic, Hindi, Farsi, Italian 

• Hospitality/premium retail experience highly desirable Work Conditions: 

• Tasks are performed with moderate supervision. 

• Supervisors interact with airport guests, employees, and security personnel on a continuous basis. 

• Walking and standing up to 90% of the time. 

• Ability to lift 50 or more pounds.