Guest Experience Supervisor at Raleigh-Durham Airport Authority in Raleigh, North Carolina

Job Description:

About Us:

Welcome aboard the Raleigh-Durham Airport Authority team, where our work environment resembles a well-oiled aviation crew. As operators of the Raleigh-Durham International Airport, we connect central and eastern North Carolina to people and places that matter the most, serving 14.5 million passengers in 2023 and supporting over 85,000 local and regional jobs with a $17 billion annual economic impact. Here, accountability and collaboration are our navigational beacons, guiding us through every task with precision and teamwork. Picture yourself as a vital member of our crew, each role crucial to ensuring smooth operations and safe passage for all. Like a pre-flight checklist, we take workplace safety seriously, conducting thorough pre-hire drug, background, and fingerprint checks to ensure a secure environment for every team member. Whether you're stationed indoors, orchestrating behind the scenes, or outdoors, feeling the rush of the runway, you'll find a supportive atmosphere where your contributions make a real difference. We are committed to delivering excellent airport services, state-of-the-art facilities, and unparalleled customer service, earning a Top Five ranking in passenger satisfaction among large North American Airports in a 2023 J.D. Power survey. At RDU, we believe in investing in our people with a comprehensive benefits package for full-time positions, including professional growth and development opportunities. Join us in this high-flying adventure where accountability, collaboration, and safety are the wings that propel us toward success—watch your career soar with RDU!

About You:

You embody core values that will play a pivotal role in connecting our community to places and the people who matter most. Your commitment to continuous learning will drive innovation and growth, while your unwavering integrity ensures that our brand remains trustworthy and reputable. Your respect for colleagues and clients alike fosters a collaborative and positive environment. Your dedication to excellence in every task you undertake will elevate our brand’s standards. Lastly, your team spirit will unite our efforts and amplify our collective success.

About the Role:

Are you ready to step into the cockpit of our Guest Experience Department and lead a crew dedicated to creating seamless, world-class experience? As the Guest Experience Supervisor, you’ll take command of daily operations, ensuring every traveler enjoys a safe, welcoming, and exceptional airport experience.

Think of yourself as the lead pilot of our guest-focused culture—guiding our Guest Experience Ambassadors, interacting directly with passengers, and ensuring their needs are met with professionalism and care. In this role, you’ll constantly refine our approach to service, fine-tuning the terminal experience to reflect the Authority’s commitment to health, safety, and hospitality. Reporting to the Director of Guest Experience, you’ll have the chance to make every journey memorable for millions of passengers.

If you’re a natural leader with a passion for delivering exceptional service, climb aboard and help us make every takeoff and landing as smooth as possible. Let’s set the standard for airport excellence together!

Compensation:

• Maximum – Based on experience 


• Minimum - $30.35

What You’ll Do:

• Participates in strategic leadership and planning activities to keep the Guest Experience Department’s programs and activities fresh, meaningful, successful, and technologically savvy.


• Collaborates with Director of Guest Experience to develop training programs, shifts, tasks; evaluates personnel performance and resolves issues to meet the Authority’s business needs and guest demands.


• Implements activities and program tasks that enhance the safety and well-being of RDU guests, vendors, tenants, and employees through the enforcement of airport terminal standards, including cleaning and disinfection, designed to minimize risk in Terminal 1, Terminal 2, and other designated areas.


• Supervises Guest Experience Ambassadors, manages all components of the Authority’s Customer Feedback Program and track customer service issues.


• Prepares and distributes reports; analyzes customer feedback and identifies trends and areas for corrective action.


• Collaborates with the necessary departments to deploy effective internal and external communications strategies to inform employees, business partners, vendors, travelers, and guests about airport standards, policies, and strategies to ensure community well-being.

*A detailed job description will be provided during the recruitment screening process.

What You Need:

Education:

Required:

• High School Diploma or equivalent

Preferred:

• College Degree Preferred

Experience:

Required:

• 5 years of staff management or leadership experience


• Experience in hospitality, customer/guest service experience

Work Hours:  

• 1st shift: 4:00 AM – 12:00 PM

Must be available for weekends and/or holidays as required.

 Location:

• On-site RDU Airport Terminals 
  

RDU Benefits:

At the Authority, we appreciate you and care about your health, happiness, and future. Our benefits start on day one, including medical, dental, vision, tuition assistance, employee discounts, and perks like an on-site gym, a dedicated wellness team, and frequent company and team outings. For a full list of benefit offerings, check out the RDU.com Careers Page 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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