Job Description
Guest Experience Survey Specialist - LaGuardia Terminal B
Reporting to : General Manager
Job Type: Full-time
LaGuardia Terminal B was the first of the new terminals to open as part of the Port Authority of New York & New Jersey's multi-billion-dollar redevelopment of LaGuardia Airport. Since then, Terminal B has gone on to become one of the top performing airport terminals in North American and was awarded UNESCO'S 2021 Prix Versailles Award - Best new terminal. Our guest experience teams have played a critical role in creating these achievements as we aim to provide an end-to-end premium guest service experience for all customers travelling through the airport.
SALARY: $23.50/hr:
The pay listed is the hourly range or the hourly rate for this position. A specific offer will vary based on applicant's experience, skills, abilities, geographic location, and alignment with market data.
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)
SUMMARY: We are seeking a highly skilled and motivated individual to join our Guest Experience team as a Guest Experience Survey Specialist at LaGuardia Terminal B. In this role, you will need to have a deep understanding of the customer experience journey, pain points and industry best practices. You will play a vital part in providing a unique, luxury experience for guests at LaGuardia Airport's Terminal B by collecting data on customer satisfaction, market research and improving KPIs.
ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Create an open and engaging environment for guests while completing surveys on overall customer satisfaction and experience.
• Collect data, gauge and track customer insights and satisfaction through analyzing survey results.
• Provide exceptional customer experience at Terminal B by communicating with guests using clear and professional language.
• Present trends in customer feedback and observations with stakeholders to identify customer experience opportunities.
• Connect guests with Guest Experience Ambassadors to correct any issues they may have in relation to their visit.
• Exceed guest expectations by providing additional service support in collaboration with other terminal stakeholders.
• Be an expert of Terminal B's facility and the amenities available throughout the terminal.
• Handle a fast-paced environment with ease and professionalism especially during irregular operations (IROPS).
• Perform a variety of ad hoc duties as assigned, often changing from one task to another, without the loss of efficiency or composure.

REQUIRED QUALIFICATIONS:

• A minimum of 2 years of related work experience; preferably minimum 1 year in the aviation and or airline industry; luxury retail, hotel, or hospitality industry.
• Reliable, punctual, and regular in attendance with good communication skills.
• Must have reliable transportation to Terminal B for scheduled shifts. Employee parking is available at a cost.
• Must have the ability to read, write and understand English in a professional working environment.
• Must be computer literate and proficient with Microsoft Word, Excel, Outlook.
• Must be highly proficient using Microsoft Excel - specifically data management formulas and pivot tables.
• Friendly, outgoing personality; exceptional guest and client service interactions.
• Ability to work well with different personalities in a fast-paced environment with constant changes.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to handle highly sensitive and confidential information.
• Have exceptional interpersonal skills.
• Able to work early mornings, evenings, and weekends.
• Must maintain a neat, well-groomed appearance that always conveys professionalism. No visible tattoos or facial piercings.
• Must be available to work at least five (5) days per week; including evenings, weekends, and holidays.
• Ability to multitask, work under pressure while maintaining professional composure in front of guests and employees.

WORK CONDITIONS:

• Tasks are performed with moderate supervision.
• Ability to stand for up to 8 hours per shift with or without reasonable accommodation.
• Employees may be scheduled to work until 12:00 a.m. or later.
• Employee should use precautions and follow safety guidelines at all times.

SKILLS:

• Microsoft Excel Expert
• Customer/Client Focus
• Communication Proficiency
• Collaboration Skills
• Stress Management/Composure
• Flexibility
• Problem Solving to apply.

About Us
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
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 accommodation on a case-by-case basis.
ABM participates in the U.S. Department of Homeland Security E-Verify program. E-Verify is an internet-based system used to electronically confirm employment eligibility.
ABM is a military-friendly company proudly employing thousands of men and women who have served in the U.S. military. With ABM, you'll have access to a world-class training program and ample opportunities to use the skills you developed while serving our country. Whether you're looking for a frontline or professional position, you can find post-military career opportunities across ABM.
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