**Overview** **Guest Experience Survey Specialist - LaGuardia Terminal B** **Reporting to** : General Manager **Job Type:** Full-time LaGuardia Terminal B was the first of the new terminals to open as part of the Port Authority of New York & New Jersey's multi-billion-dollar redevelopment of LaGuardia Airport. Since then, Terminal B has gone on to become one of the top performing airport terminals in North American and was awarded UNESCO'S 2021 Prix Versailles Award - Best new terminal. Our guest experience teams have played a critical role in creating these achievements as we aim to provide an end-to-end premium guest service experience for all customers travelling through the airport. **SALARY: $23.50/hr:** The pay listed is the hourly range or the hourly rate for this position. A specific offer will vary based on applicant’s experience, skills, abilities, geographic location, and alignment with market data. **Benefit Information:** ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM 2024 Employee Benefits | Front Line Team Members | (Programa de Beneficios de ABM) (https://www.abm.com/wp-content/uploads/2023/11/2024-Recruitment-Frontline-11.6.23.pdf) **SUMMARY:** We are seeking a highly skilled and motivated individual to join our Guest Experience team as a **Guest Experience Survey Specialist** at LaGuardia Terminal B. In this role, you will need to have a deep understanding of the customer experience journey, pain points and industry best practices. You will play a vital part in providing a unique, luxury experience for guests at LaGuardia Airport’s Terminal B by collecting data on customer satisfaction, market research and improving KPIs. **ESSENTIAL DUTIES AND RESPONSIBILITIES:** + Create an open and engaging environment for guests while completing surveys on overall customer satisfaction and experience. + Collect data, gauge and track customer insights and satisfaction through analyzing survey results. + Provide exceptional customer experience at Terminal B by communicating with guests using clear and professional language. + Present trends in customer feedback and observations with stakeholders to identify customer experience opportunities. + Connect guests with Guest Experience Ambassadors to correct any issues they may have in relation to their visit. + Exceed guest expectations by providing additional service support in collaboration with other terminal stakeholders. + Be an expert of Terminal B’s facility and the amenities available throughout the terminal. + Handle a fast-paced environment with ease and professionalism especially during irregular operations (IROPS). + Perform a variety of ad hoc duties as assigned, often changing from one task to another, without the loss of efficiency or composure. **REQUIRED QUALIFICATIONS:** + A minimum of 2 years of related work experience; preferably minimum 1 year in the aviation and or airline industry; luxury retail, hotel, or hospitality industry. + Reliable, punctual, and regular in attendance with good communication skills. + Must have reliable transportation to Terminal B for scheduled shifts. Employee parking is available at a cost. + Must have the ability to read, write and understand English in a professional working environment. + Must be computer literate and proficient with Microsoft Word, Excel, Outlook. + Must be highly proficient using Microsoft Excel - specifically data management formulas and pivot tables. + Friendly, outgoing personality; exceptional guest and client service interactions. + Ability to work well with different personalities in a fast-paced environment with constant changes. + Excellent time management skills with a proven ability to meet deadlines. + Ability to handle highly sensitive and confidential information. + Have exceptional interpersonal skills. + Able to work early mornings, evenings, and weekends. + Must maintain a neat, well-groomed appearance that always conveys professionalism. No visible tattoos or facial piercings. + Must be available to work at least five (5) days per week; including evenings, weekends, and holidays. + Ability to multitask, work under pressure while maintaining professional composure in front of guests and employees. **WORK CONDITIONS:** + Tasks are performed with moderate supervision. + Ability to stand for up to 8 hours per shift with or without reasonable accommodation. + Employees may be scheduled to work until 12:00 a.m. or later. + Employee should use precautions and follow safety guidelines at all times. **SKILLS:** + Microsoft Excel Expert + Customer/Client Focus + Communication Proficiency + Collaboration Skills + Stress Management/Composure + Flexibility + Problem Solving to apply. REQNUMBER: 104862 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.