Guest Experience NPS Survey Specialist

Overview

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.

Benefit Information: ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM Employee Benefits | Front Line Team Members

A good job for someone just entering the workforce or returning to the workforce with limited experience and education. ABM is a military and veteran friendly employer, veterans and candidates with military experience encouraged to apply. Military Occupational Specialty Code: 31B, 88N, MA, LS, 5811, 3P0X1 

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.

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.