Guest Experience Success Director

Pay:  $150,000 - $180,000

The pay listed is the salary range for this position, an estimate and not guaranteed.   Any specific offer will vary based on applicant’s experience, skills, abilities, geographic location, and alignment with market data. 

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

401(k) – You become eligible to make personal contributions beginning the first of the month following 30 days of employment. You become eligible for the ABM match beginning the first of the month following six months of employment. ABM matches your pre-tax and/or Roth contributions, dollar for dollar, for the first 3%. For the next 2%, ABM contributes $0.50 for each dollar you contribute. Your contributions and match are immediately vested.

 

ABM is seeking a Guest Experience Success Director to lead the implementation and execution of the guest experience strategy across all ABM service lines at Terminal B, LaGuardia Airport. This role is responsible for ensuring seamless adoption of Terminal B’s Guest Experience standards, driving satisfaction, retention, and commercial conversion. The ideal candidate will collaborate with leadership teams to align operations with guest expectations, ensuring a best-in-class airport experience.

Key Responsibilities

1. Guest Experience Strategy Implementation

• Lead the execution of the guest experience strategy, customizing the approach based on guest needs, seasonal trends, traffic volume, commercial goals, and budget.

• Oversee daily operations to ensure successful integration of guest experience standards across all ABM service lines.

• Develop, refine, and implement playbooks that define the role of each service line in enhancing the guest experience.

2. Project Management

• Establish project timelines, milestones, and deliverables for each service line in alignment with the overall guest experience strategy.

• Manage client and internal team expectations, ensuring timely and high-quality implementation.

• Provide regular progress updates to key stakeholders, ensuring alignment with client goals.

3. Team Collaboration & Mentorship

• Work closely with ABM, LaGuardia Gateway Partners (LGP), and Terminal B business partners to instill a guest-first mindset across the organization.

• Serve as a mentor to the team, sharing insights and best practices from the hospitality and luxury retail industries to enhance service delivery.

4. Quality Assurance

• Conduct regular performance reviews, health assessments, and business check-ins to identify opportunities for improvement and address challenges proactively.

• Provide data-driven recommendations to enhance service quality and guest satisfaction.

5. Post-Implementation Analysis & Reporting

• Measure and report the impact of guest experience initiatives across all service lines.

• Deliver actionable insights to optimize future guest experience strategies and initiatives.

 

Qualifications & Experience

• 10+ years of experience in premium customer service roles, with a strong track record in driving guest satisfaction and retention.

• Background in premium hospitality or high-end retail is preferred.

• Proven ability to collaborate with diverse stakeholders, including clients (Manager-level and above), employees, guests, and airline partners.

• Experience leading teams in dynamic, high-volume environments with rapidly changing demands.

• Strong strategic thinking, problem-solving, and project management skills.

• Proficiency in tracking and analyzing key guest experience metrics such as NPS, VOC, LTV, and other KPIs.

• Excellent verbal and written communication skills, with experience presenting to senior leadership.

• Bilingual (Spanish preferred).

 

This role offers an exciting opportunity to shape and elevate the guest experience at one of the nation’s busiest airports. If you are a passionate leader with a hospitality-driven mindset, we invite you to apply.