Manager, Guest Experience

Company Description

A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact.

As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What we offer

• Impact - The work you do here matters to millions. 
• Growth - Philadelphia is growing, why not grow with it? 
• Diversity & Inclusion - Find a career in a place where everyone belongs.
• Benefits - We care about your well-being.

Agency Description

The Philadelphia International Airport is the only major airport serving the 9th largest metropolitan area in the United States. It is one of the busiest airports in the country, serving more than 30 million passengers annually. Twenty-seven airlines, including all domestic carriers, offer nearly 323 daily departures to more than 120 destinations worldwide. The airport generates $16.8 billion to the economy and accounts for 106,000 full time jobs. 

The Northeast Philadelphia airport is situated on 1150 acres in the northeast part of the City of Philadelphia, PNE is Pennsylvania’s third busiest airport, providing “on call” US Customs, Immigrations and United States Department of Agriculture services to corporate international travel. The Airport averages 215-based aircraft, dominated by single engine aircraft, plus twins, jets, turboprops and helicopters. 

Job Description

Position Summary

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.

Essential Functions

• 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.
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