Head of Service and Client Experience
$110k - $120kHollywood Burbank Airport
TBI Airport Management, Inc.
Hollywood Burbank Airport
Guest Experience Manager
Reports to: Director of Communications and Air Service
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
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
Partner with Airport service providers, airlines, TSA, concessionaires, and other Airport related
staff to establish customer satisfaction benchmarks, employee training guidelines and
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
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
- 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
- 3+ years work experience in Communications, Marketing, Travel, Tourism, Hospitality or
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)
- 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
- Remain calm under pressure and resolve complex conflicts or complaints
- 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
- Obtain and maintain security clearance as required by role and TSA regulations
Full-time in-person, Monday - Friday
- 9/80 work schedule (three-day weekend every other week)
- Occasional work evenings and weekends
Vacancy posted 4 days ago
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