Customer Experience Lead

Guest Experience Lead – Orlando International Airport

Pay rate: $22.00 per hour

Benefit Information:

ABM offers a comprehensive benefits package.  For information about ABM’s benefits, visit ABM 2024 Employee Benefits | Front Line Team Members | (Programa de Beneficios de ABM)

The Guest Experience (GX) Team at Orlando International Airport is front and center in providing outstanding customer service to all guests travelling through the airport. Providing personalized one-to-one service to guests, assisting them through their airport journey and helping to drive operational efficiency are what create a unique luxury experience for our passengers and set the GX Team apart. The Guest Experience Team Lead is a highly motivated individual who can work as part of a team and deliver outstanding and proactive customer service to all guests.

Lead Responsibilities:

• Support Guest Experience Supervisor with daily workflow and operational tasks. Assist with planning and preparation of daily responsibilities.
• Maintain Guest Experience equipment, ensuring it is available and in proper working order for each shift and during schedule turnover times.
• Conduct daily performance observations, ensuring that GX Ambassadors meet all service-level expectations.
• Manage changes during times of irregular operations (IROPs).
• Support with new hire training and current employee development

General Responsibilities:

• Provide a quality customer experience to guests throughout Orlando International Airport 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 MCO’s 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.

Requirements:

• A minimum of one year’s experience as a team lead or supervisor, overseeing teams of 10 or more employees. Experience with luxury retail, hotel and aviation environments is preferred.
• Advanced communication and relationship-building skills.
   

A good job for someone just entering the workforce or returning to the workforce with limited experience and education.

Military and veteran friendly employer, veterans and candidates with military experience encouraged to apply.

ABM (NYSE: ABM) is one of the world’s largest providers of facility services and solutions. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services and forward-looking performance solutions that improve the spaces and places that matter most. From curbside to rooftop, ABM’s comprehensive services include janitorial, engineering, parking, electrical and lighting, energy and electric vehicle charging infrastructure, HVAC and mechanical, landscape and turf, and mission critical solutions. ABM serves a wide range of industries – from commercial office buildings to universities, airports, hospitals, data centers, manufacturing plants and distribution centers, entertainment venues and more. Founded in 1909, ABM serves over 20,000 clients, with annualized revenue approaching $8 billion and more than 100,000 team members in 350+ offices throughout the United States, United Kingdom, Republic of Ireland, and other international locations. For more information,  visit www.abm.com.
ABM is proud to be an Equal Opportunity Employer qualified applicants without regard race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected factor under federal, state, or local law.  ABM is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a disability and need assistance in completing the employment application, please call 888-328-8606.  We will provide you with assistance and make a determination on your request for reasonable accommo