Guest Experience Manager

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: