Senior Manager, Guest and Employee Experience – Airport Dimensions

Airport Dimensions is part of Collinson, acknowledged as a global leader in customer benefits and loyalty.

Collinson has been enhancing the airport experience for over 30 years, with access to lounges, retail, dining, and spa experiences, offers and more. Creators of the world’s largest lounge membership program, Priority Pass provides access to an extensive global lounge and partner network.

Using their expertise and products to craft customer experiences. Collinson’s range of services helps global brands acquire, engage, and retain choice-rich customers.

Airport Dimensions want travelers to value their time at the airport. They continuously seek ways to open new dimensions in customer engagement – using a mix of enriching physical experiences and innovative digital services. From comfortable lounges to restful sleep pods, from convenient food ordering to contactless collection of duty free, Airport Dimensions help improve the travel experience while critically helping airports maximize non-aeronautical revenue opportunities, retain airlines, and become more competitive.

Airport Dimensions has a rapid growing network of locations at the world’s leading airports across the United States, United Kingdom and Middle East. Under our brands The Club, Club Aspire, Chase Sapphire Lounge® by The Club, No 1 Lounges and sleep ’n fly, Airport Dimensions provides award-winning hospitality services tailored to the specific needs of passengers and has developed value-added experiences for over 50 airport and airline partner.

What does an Senior Manager, Guest and Employee Experience do?

A new addition to the team, the Senior Manager, Guest and Team Member Experience has responsibility for the development, deployment, and ongoing innovation of both guest and team member experience programming for AD’s core and partnership portfolios. This role will work closely with AD’s third-party staffing partners, internal Operations, Operations Support, and Insights teams to implement thoughtful, modern, and innovative programming that will elevate AD’s overall product for guests and our team members alike.

The Senior Manager, Guest and Employee Experience will oversee a portfolio of guest-facing F&B and other programs that rotate seasonally, with oversight including but not limited to menu development, localization strategy, deliverability and budget development and consideration. Working with our third-party F&B provider and key partnership stakeholders, the Senior Manager, Guest and Team Member Experience will act as the primary liaison and consultative support for guest-facing collateral, vendor compliance, menu analytics, vendor invoicing, and overall program development. This position will support the internal Guest Experience team by fostering cross-departmental communication within Airport Dimensions and its strategic partners. AD believes the best guest experience begins with the in-lounge employee experience. This role will collaborate with stakeholders and staffing partners to impact in-lounge employee engagement, developing team member initiatives such as engagement surveys and action planning, team member workspace strategy, and employee recognition programs. By working closely with various teams, both internally and externally, the Senior Manager, Guest and Team Member Experience will contribute directly to the overall front and back-of-house experiences and evaluate the success of new and existing product strategy.

In addition to product development and engagement initiatives, this role oversees Airport Dimensions’ guest relations and online reputation management work. A new addition to the AD team, the Guest Relations function focuses on the online sentiment of guests, creating engaging communication online, and reporting related to online reputation/guest reviews.

The Senior Manager, Guest and Team Member Experience will oversee a team of experts dedicated to critical disciplines such as food and beverage strategy, in-lounge Standard Operating Procedures (SOP’s), online reputation management, and training and compliance for the Americas. This role will also oversee associated training required to drive our developing training and compliance strategy, putting guest and employee safety at the utmost forefront of our experience. The Senior Manager will work with our vendor partners to support their compliance initiatives, as well as driving AD’s specific training needs to deliver on the vision of guest experience.

A successful candidate for this role will be self-motivated with a healthy curiosity for the business and ways to improve existing and new strategies within the overall airport experience, focused on the experience of our partner team members as well as our guests. Flexibility in priority management and day-to-day tasks will be required.

What You Will Do:

• Competitive Analysis: Staying up to date and report out on industry trends, market changes, and competitive product offerings to inform key business decisions
• Develop, Execute & Oversee F&B Strategy: Collaborate with third-party F&B supplier to leverage market research, customer satisfaction data, and budget considerations to develop and deploy programming focused on increase guest satisfaction while maintaining key company initiatives and budget requirements for both partner lounges as well as AD’s proprietary network
• Online Reputation Management: Oversee guest relations work related to online reputation and direct-to-guest communication, actioning and communicating guest feedback to stakeholders, as well as regular reporting/progress reports to and for internal and external workstreams
• Supplier Management: Act as main point of contact for key suppliers to ensure optimal quality, innovation, pricing and delivery of desired product as well as timely and accurate invoicing
• Financial Analysis & Budgeting: Work closely with Operations, Finance, and third-party vendors to ensure all new and existing strategies meet financial goals. Analyze financial performance to inform future strategic decisions within the business.
• Collaboration & Communication: Work closely with internal and external cross-functional stakeholders to ensure alignment and successful execution of various guest and team member initiatives and overarching strategies
• Partnership Support: Act as consultant and subject matter expert to strategic AD partnerships, ensuring successful ideation, risk assessment, compliance and analysis of new and evolving F&B, partnership, and other guest experience programs
• Employee Engagement Strategy: In collaboration with key stakeholders, ideate and assist in actioning key employee engagement initiatives as well as measure progress and overall program efficacy through key data points
• Training and Compliance: Oversee and collaborate on key training initiatives with third-party staffing partners to develop and execute ongoing training strategy for critical skills to push vendor partner compliance, while also developing critical training packages to be launched network wide. Key categories include safety training, hospitality. Concierge/registration compliance and other AD-driven global initiatives
• Leadership and Development: Develop team of experts focused on improving employee and guest experience across the entirety of AD’s portfolio, including online reputation management, training and F&B programs

What You Will Need:

Required Qualifications:

• Bachelor’s degree I hospitality, business or a related field.
• Minimum 8 years’ experience in F&B management, preferably in strategy or operations role.
• Experience developing or facilitating compliance, hospitality, or safety training.
• Experience with F&B technology platforms, including menu management tools and point-of-sale technology.

Preferred Qualifications:

• Master’s degree in business administration (MBA) or a related field.
• Experience with social media or reputation management tools.

Strategic Thinking & Collaboration

• Excel at strategic and analytical thinking and ability to communicate creative visions and strategy to senior level leaders.
• Support the development and execution of operational strategies, ensuring alignment with broader business goals and cross-departmental stakeholders.
• Work effectively across departments to align priorities and achieve shared objectives, often managing multiple or shifting priorities seamlessly.

Communication & Interpersonal Skills

• Facilitate clear, concise, and always professional communication with internal teams and external vendors to ensure effective collaboration.
• Ability to hold internal and external stakeholders accountable to agreed deliverables while ensuring ongoing communication across all workstreams.
• Build and maintain strong working relationships across departments and partnerships to ensure smooth operations and knowledge sharing.
• Proficient skills in preparing and presenting executive leader-level presentations; both written and oral

Organizational and Time Management Skills

• Coordinate multiple tasks, deadlines, and projects simultaneously, ensuring timely completion and attention to detail with limited oversight.
• Support the implementation and tracking of operational processes, ensuring teams have the resources and information they need to succeed.
• Manage deadlines and adjust priorities to meet operational goals in a fast-paced environment.

Critical Thinking & Problem-Solving

• Identify challenges in operations or vendor relations and proactively find solutions to improve efficiency and service quality.
• Comfort dealing with dissatisfied guests and guest complaints, skill and ability to deescalate situations as they arise
• Utilize data and analytical skills to propose GX/EX/F&B programs that meet the evolving, fast-paced requirements of our guests and team members

Data Interpretation & Reporting

• Interpret and apply reports and data from various departments to inform decisions and operational improvements.
• Use insights from operational reports to support strategy development, proposals, and execution.

Attention to Detail & Accuracy

• Ensure accuracy in managing tasks like invoice approvals, vendor communications, and operational support as well as project-management tools

You can look forward to a competitive salary and benefit plan including but not limited to:

• 100% employer paid medical, dental, life & LTD insurance for employees
• 100% match to your 401k deferrals (limited) with 100% vesting at 6 months
• Supplemental Insurance including STD, additional Life
• Priority Pass Membership
• Global Mentoring Program
• Wellness Programs
• Lifestyle Benefits

Collinson is an equal opportunity employer and welcomes differences in all their forms including: color, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example – she/her/hers, he/him/his, they/them/theirs, etc.).

Source ⇲