Senior Manager, Guest and Employee Experience - Airport Dimensions

Airport Dimensions is part of Collinson, acknowledged as a global leader in customer benefits and loyalty.

Collinson has been enhancing the airport experience for over 30 years, with access to lounges, retail, dining, and spa experiences, offers and more. Creators of the world’s largest lounge membership program, Priority Pass provides access to an extensive global lounge and partner network.

Using their expertise and products to craft customer experiences. Collinson’s range of services helps global brands acquire, engage, and retain choice-rich customers.

Airport Dimensions want travelers to value their time at the airport. They continuously seek ways to open new dimensions in customer engagement - using a mix of enriching physical experiences and innovative digital services. From comfortable lounges to restful sleep pods, from convenient food ordering to contactless collection of duty free, Airport Dimensions help improve the travel experience while critically helping airports maximize non-aeronautical revenue opportunities, retain airlines, and become more competitive.

Airport Dimensions has a rapid growing network of locations at the world’s leading airports across the United States, United Kingdom and Middle East. Under our brands The Club, Club Aspire, Chase Sapphire Lounge® by The Club, No 1 Lounges and sleep ’n fly, Airport Dimensions provides award-winning hospitality services tailored to the specific needs of passengers and has developed value-added experiences for over 50 airport and airline partner.

What does an Senior Manager, Guest and Employee Experience do?

A new addition to the team, the Senior Manager, Guest and Team Member Experience has responsibility for the development, deployment, and ongoing innovation of both guest and team member experience programming for AD’s core and partnership portfolios. This role will work closely with AD’s third-party staffing partners, internal Operations, Operations Support, and Insights teams to implement thoughtful, modern, and innovative programming that will elevate AD’s overall product for guests and our team members alike.

The Senior Manager, Guest and Employee Experience will oversee a portfolio of guest-facing F&B and other programs that rotate seasonally, with oversight including but not limited to menu development, localization strategy, deliverability and budget development and consideration. Working with our third-party F&B provider and key partnership stakeholders, the Senior Manager, Guest and Team Member Experience will act as the primary liaison and consultative support for guest-facing collateral, vendor compliance, menu analytics, vendor invoicing, and overall program development. This position will support the internal Guest Experience team by fostering cross-departmental communication within Airport Dimensions and its strategic partners. AD believes the best guest experience begins with the in-lounge employee experience. This role will collaborate with stakeholders and staffing partners to impact in-lounge employee engagement, developing team member initiatives such as engagement surveys and action planning, team member workspace strategy, and employee recognition programs. By working closely with various teams, both internally and externally, the Senior Manager, Guest and Team Member Experience will contribute directly to the overall front and back-of-house experiences and evaluate the success of new and existing product strategy.

In addition to product development and engagement initiatives, this role oversees Airport Dimensions’ guest relations and online reputation management work. A new addition to the AD team, the Guest Relations function focuses on the online sentiment of guests, creating engaging communication online, and reporting related to online reputation/guest reviews.

The Senior Manager, Guest and Team Member Experience will oversee a team of experts dedicated to critical disciplines such as food and beverage strategy, in-lounge Standard Operating Procedures (SOP’s), online reputation management, and training and compliance for the Americas. This role will also oversee associated training required to drive our developing training and compliance strategy, putting guest and employee safety at the utmost forefront of our experience. The Senior Manager will work with our vendor partners to support their compliance initiatives, as well as driving AD’s specific training needs to deliver on the vision of guest experience.

A successful candidate for this role will be self-motivated with a healthy curiosity for the business and ways to improve existing and new strategies within the overall airport experience, focused on the experience of our partner team members as well as our guests. Flexibility in priority management and day-to-day tasks will be required.

What You Will Do: