The Vice President of Terminals and Guest Experience serves as the operational and strategic leader responsible for shaping every aspect of the guest experience within RDU’s terminals, blending operational excellence with the warmth and attentiveness of world-class guest focused environments. The Vice President of Terminals and Guest Experience is responsible for delivering a world-class, passenger-centered environment across both Terminal 1 and Terminal 2 customer facilities. Ultimately, the role of the Vice President of Terminals and Guest Experience is to ensure our establishment operates smoothly, maintaining our high-quality standards and leading to the utmost customer satisfaction. This leadership role requires a personable, detail-oriented leader who excels in customer service with interest in bringing a customer service focus to the airport industry. This leadership role leads the airport’s guest experience strategy, overseeing all programs and teams that impact the guest experience to deliver excellent airport services and facilities while exceeding the expectations of RDU guests, customers, and users. The leader will champion a culture of hospitality excellence, ensuring the guest journey evokes warmth, comfort, and a sense of welcome consistent with top-tier hotels and resorts. The role emphasizes proactive engagement, anticipating guest needs, and creating memorable experiences that reflect personalized care and world-class service standards.

Education:
Required:

·         Bachelor’s degree in Business Administration, Organizational Leadership, Customer Experience Design, Facilities Management, Hospitality Management or related field OR relevant experience in lieu of a bachelor’s degree.

Experience:
Required:

·         8 years of experience in customer-centered facility operations, hospitality, guest services, or customer-centered facility operations hospitality services with a strong tactical background.

·         Leadership experience overseeing multi-disciplinary teams in a 24/7/365 service environment.

·         Direct management experience of a large team of customer-focused professionals.

·         Ideal candidates will demonstrate both tactile operational success and strategic acumen with an understanding of guest psychology, with experience integrating hospitality philosophies into large, complex operational public environments.

Preferred:

·         10 years of experience in customer-centered facility operations, hospitality, guest services, or customer-centered facility operations hospitality services with a strong tactical background.

·         Experience will preferably come from a large venue such as airport, university, hotel, stadium, or other hospitality-focused operational facility.