TBI Airport Management, Inc.

Hollywood Burbank Airport

Job Description

Guest Experience Manager

Reports to: Director of Communications and Air Service

Status: Exempt

Salary Range: $110,000 – $120,000

General Description:

Hollywood Burbank Airport is located in Burbank, California, in the Los Angeles metro area. The airport serves 6.2 million passengers a year.  In October 2026, airport operations will move to a brand-new terminal located adjacent to the current facility.

Under the direction of the Director of Communications and Air Service, the Guest Experience Manager will maintain strategic programs that ensure a safe, comfortable and enjoyable experience for travelers. This position is responsible for the development and implementation of those programs in coordination with the Marketing-Communications team and the needs of the new passenger terminal.

Essential Job Functions:

• Develop and implement strategic direction and plans for Airport-wide programs which enhance the experience of travelers
• Partner with Airport service providers, airlines, TSA, concessionaires, and other Airport related staff to establish customer satisfaction benchmarks, employee training guidelines and standards
• Formulate and activate plans to mitigate negative customer impacts and collaborate with all affected airline and/or Airport departments including service providers to ensure a positive customer experience is valued and maintained
• Establish and manage program goals, marketing strategies, and direct outreach to all Airport tenants and business partners
• Monitor industry trends and expectations in customer experience programs and make recommendations to senior management for initiatives to be included in the Airport’s program
• Evaluate changes in passenger processing, Airport access and other Airport operational processes and assess impact on passengers
• Work with Communications team on recruitment and engagement of volunteers for Airport Ambassadors and Waggage Claim (pet therapy) programs
• Administer the annual ACI-ASQ Passenger Satisfaction Survey
• Coordinate airport-wide events, seasonal decorations
• Support Communications team on projects and events as needed
• Perform other related duties as assigned

Minimum Qualifications:

• 3+ years work experience in Communications, Marketing, Travel, Tourism, Hospitality or related industries preferred
• Bachelor’s Degree from accredited institution in related fields preferred
• Advanced skill in written communication (including business writing, instructions, descriptions, ideas, regulatory language, data presentations, analytical reports and studies)
• Excellent verbal and written communication skills for engaging diverse audiences, including passengers, staff, and senior leadership
• Strong ability to lead, engage, and train staff in high-traffic, dynamic environments
• Interpersonal skills to interact with all stakeholders in a customer service-oriented manner
• Intermediate proficiency in Microsoft 365 applications (Outlook, Word, PowerPoint, Excel)
• Aptitude in data analysis tools to interpret passenger satisfaction trends
• Familiarity with airport operational procedures, security protocols, and passenger processing systems is a plus but not mandatory

Ability to:

• Remain calm under pressure and resolve complex conflicts or complaints
• Establish and maintain good working relationships with employees and other stakeholders
• Exercise accuracy, discretion, good judgment, attention to detail, courtesy, tact, and patience
• Manage multiple tasks/assignments simultaneously
• Occasionally attend functions/events scheduled beyond regular workday hours
• Travel (by car and plane) for multiple days for work-related events (e.g. conferences)
• Regularly move about to accomplish tasks or shift from one worksite to another
• Stand on your feet for prolonged periods
• Lift objects up to 50 pounds

License and Special Requirements:

• Possession of a valid California Driver’s license
• Obtain and maintain security clearance as required by role and TSA regulations

Schedule:

• Full-time in-person, Monday – Friday
• 9/80 work schedule (three-day weekend every other week)
• Occasional work evenings and weekends

Interested Candidates may apply by clicking the link below and completing the assessments:

https://www.ondemandassessment.com/o/JB-0XR4E8RTD/landing?source=ACINA