Guest Experience Duty Manager

We are seeking a dynamic and guest-focused individual to join our team as a Guest Experience Duty Manager at London Luton Airport. Become an integral part of our team by embodying our corporate values of professional, friendly, ambitious, inclusive, and trusted. This role is crucial in delivering our purpose - to delight our guests by making travel safe, accessible, simple and enjoyable.

You will achieve this through operational excellence - creating a well-organized environment where everything runs smoothly, ensuring a hassle-free and enjoyable experience. Prioritising Operational Excellence fosters guest satisfaction and loyalty while promoting positive interactions and memorable moments for our guests. Join us in our ambitious pursuit to deliver great guest hospitality, consistently using the principles of the LLA Way every day.,

• Manage real-time operational issues, resolve escalated guest issues efficiently and coordinate the response to disruptions or challenges affecting guest experience maintaining a positive and solution-oriented approach.
• Receive and analyse operational performance metrics and guest feedback, identifying common themes and opportunities, and recommending potential corrective actions to the Guest Experience Operations Manager.
• Foster a culture of continuous improvement, emphasising opportunity identification, proactive problem-solving and efficient guest service.
• Act as third-party day-to-day engagement lead for the Service Chain: responsible for engagement and relationship building with terminal operators.

• Lead and supervise the Guest Experience Ambassadors and Hosts through teamwork, accountability, and proactive problem-solving to ensure efficient and smooth operations and exceptional guest service at the airport.
• Ensure the team's compliance with relevant policies and procedures, testing knowledge and understanding.
• Proactive planning of the operation ensuring the right resources are available.
• Reactive planning and roster management.
• Manage staff absences and carry out return to work interviews as per company policy and liaise with HR and Occupational Health as required.
• Conduct daily shift briefings to disseminate important information and updates on operational activities.
• Conduct efficient and effective handover (face-to-face) of relevant operational information following every shift.
• Collaborate with airport staff and other stakeholders to optimise operational processes, maintain standards, resolve issues and enhance overall guest satisfaction.
• Under the direction of the Guest Experience Operations Manager, develop and maintain strong and strategic working relationships with ground handling services, airlines, concessions, and other stakeholders to enhance the overall guest experience.
• Escalate issues outside of your responsibilities to the Airport Manager or Guest Experience Operations Manager.
• Provide regular performance feedback in line with company policies and conduct Annual Achievement Reviews (AAR) for direct reports.
• Provide on-the-job coaching and support, emphasising operational excellence and guest experience.
• Attend meetings as directed by Guest Experience Operations Manager, ensuring effective information flow and completion of agreed actions.
• Contribute to maintaining a clean, safe environment for our workforce, guests and all other stakeholders by:
  • + Conducting regular quality walkarounds, monitoring standards, engaging with staff and other stakeholders to optimise operational excellence.
  • + Conducting regular inspections of airport infrastructure ensuring they are in optimal condition, fit for business and meet quality standards.
  • + Take ownership of issues within individual or departmental control through to resolution.
  • + Liaise with other airport departments on escalated issues and communicate updates internally.

• Ensure ALL accidents, incident, first aid, near-miss and hazard observations are reported. Investigate all unplanned events to seek root cause and identify learning opportunities to prevent a recurrence in collaboration with Health and Safety guidance.
• Manage contractor activities on-site, in line with Permit To Work system and Health & Safety guidance.
• Implement and oversee emergency response procedures, ensuring the safety and well-being of guests and staff during unexpected events.
• Collaborate with emergency response teams and airport authorities to provide support and information to guests during crisis situations.

• Proven experience in a managerial role, preferably in airport ops or customer service.
• Strong leadership and interpersonal skills with the ability to motivate and inspire a diverse team and to make effective decisions in high-pressure situations.
• Excellent communication, collaboration, guest service and conflict resolution abilities.
• In-depth knowledge of airport operations, safety protocols, and emergency response procedures and a…