General Manager, Guest Experience

Number of positions available: 1
Salary: Excluded
Status: Permanent
Closing Date: March 10, 2024

OUR TEAM
We are more than just planes and tarmacs. Our purpose travels beyond our runway into the communities we serve. We are about connections, stories, and life-defining adventures. We are committed to fostering an environment where our people are rewarded through meaningful work experiences.

The Calgary Airport Authority manages and operates YYC Calgary International Airport and YBW Springbank Airport and collaborates with the many partners who make up YYC - from airlines to government agencies and retail outlets. This is an exciting time to join our #YYCCrew and drive YYC forward as one of Canada"s best airports!

WHAT YOU WILL DO
The General Manager, Guest Experience, is responsible to lead, guide and develop the Guest Experience strategy and programs at the Calgary International Airport. The role will provide strategic leadership to the YYC community to ensure customer satisfaction as we pursue our objectives of delivering as a world class global hub airport.

RESPONSIBILITIES INCLUDE:

• Develop and implement a comprehensive customer experience strategy aligned with the airport’s goals and values
• Develop and implement a passenger communication strategy that includes compliance with all regulatory requirements related to accessibility and language.
• Source and implement new technologies that support real time guest communication and connections with The Calgary Airport Authority to enhance passenger experience
• Champion the introduction of tools and technologies that allow stakeholders to engage and support guests at YYC.
• Champion the YYC adoption and utilization of key global benchmarking tools including to build the YYC brand
• Act as the voice of the guest in all areas of restoration and development within the terminal building and develop appropriate strategies to improve experience and flow in conjunction and collaboration with our Commercial and Terminal Operations teams
• Collaborate with various airport departments and external stakeholders to integrate customer-centric practices into daily operations
• Guide the development of terminal standards related to guest facing amenities such as hold rooms, washrooms, pre-board screening points and other key elements such as Wi-Fi, in seat power, announcements amongst others to improve guest satisfaction at YYC
• Implement and guide the strategy for guest facing volunteer programs
  Provide leadership, guidance, and support to the Guest Experience team to maintain high standards of service delivery.
• Establish and maintain strong relationships with stakeholders, airlines, vendors, and other partners to enhance the overall customer experience ecosystem

WHAT YOU BRING

• Post-secondary education with a degree in business administration or an equivalent combination of education and experience.
• Minimum 10 years of experience in progressive leadership roles in a hospitality or guest facing organization
• Solid knowledge of airport operations is an asset
• Minimum 10 years of experience in people management (direct reports or cross-functional).
• Experience working within a unionized environment is a definite asset.
• Experience integrating technology and working with data and analytics to drive improvements across guest touchpoints
• Forward looking with the ability to think strategically and foster a culture of engagement and preparedness
• Must be able to obtain and maintain a restricted area identification card (RAIC)

Our Values:

We are ACCOUNTABLE. We take ownership and step up to get the job done.

We are CUSTOMER-FOCUSED. We consider the customer in all that we do.

We are COLLABORATIVE. We are stronger when we reach out and work as a team.

We are RESILIENT. We are able to withstand or recover quickly from difficult conditions.

We are CREATIVE. We strive to find new and better ways of doing things.