**Overview** **Guest Experience Lead – Orlando International Airport** **Pay rate:** $21.50-22.00 per hour **Benefit Information:** ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM 2024 Employee Benefits (https://www.abm.com/wp-content/uploads/2023/11/2024-Recruitment-Frontline-11.6.23.pdf) | Front Line Team Members | (Programa de Beneficios de ABM) The Guest Experience (GX) Team at Orlando International Airport is front and center in providing outstanding customer service to all guests travelling through the airport. Providing personalized one-to-one service to guests, assisting them through their airport journey and helping to drive operational efficiency are what create a unique luxury experience for our passengers and set the GX Team apart. The Guest Experience Team Lead is a highly motivated individual who can work as part of a team and deliver outstanding and proactive customer service to all guests. **Lead Responsibilities:** + Support Guest Experience Supervisor with daily workflow and operational tasks. Assist with planning and preparation of daily responsibilities. + Maintain Guest Experience equipment, ensuring it is available and in proper working order for each shift and during schedule turnover times. + Conduct daily performance observations, ensuring that GX Ambassadors meet all service-level expectations. + Manage changes during times of irregular operations (IROPs). + Support with new hire training and current employee development **General Responsibilities:** + Provide a quality customer experience to guests throughout Orlando International Airport using clear and professional language. + Become a solutionist by working with guests to correct any issues they may have in relation to their airport experience. Exceed guest expectations by providing additional service support in collaboration with airline partners. + Be an expert of MCO’s facility and the amenities available throughout the terminal, including choices for shopping, dining, and relaxation. + Champion communication by working with your teammates, leadership, and external partners to ensure a smooth operation by alerting stakeholders to crucial changes and/or operational issues. + Handle a fast-paced environment with ease and precision, including moments of congestion and irregular operations (IROPS). Correctly disseminate vital information as it changes. + Similar work duties as assigned. **Requirements:** + A minimum of one year’s experience as a team lead or supervisor, overseeing teams of 10 or more employees. Experience with luxury retail, hotel and aviation environments is preferred. + Advanced communication and relationship-building skills. A good job for someone just entering the workforce or returning to the workforce with limited experience and education. Military and veteran friendly employer, veterans and candidates with military experience encouraged to apply. REQNUMBER: 106127 All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.