Guest Experience Duty Manager

Reports to: Guest Experience Operations Manager

Work patterns: 42 hours per week, rotating shift

London Luton Airport (LLA) is a key gateway to the city of London, which is the world’s largest aviation system. LLA is the United Kingdom’s fifth largest airport, having facilitated 18 million passenger journeys in 2025, and with strong ambitions to continue this growth story.

11 airlines operate from LLA, including key carriers easy

Jet, Wizz Air, Jet2 and Ryanair. LLA’s route network serves over 150 destinations across 42 countries with 24/7 operations. LLA is an integral part of the local region and a major economic contributor to the UK through direct employment of over 700 people and indirectly supports over 10,000 jobs.

The freehold owner of the airport is the Luton Borough Council (“LBC”) (held in Luton Rising (“LR”), and the current concession to operate and develop the airport is held by London Luton Airport Operating Limited (LLAOL), an entity that is joint owned by AENA, the world’s largest airport operator, and Infra bridge, a specialist global infrastructure investment manager.

Our vision is to be the simplest and friendliest major airport, focused on sustainable growth. Our mission is to provide our customers with a safe and easy travel experience, while being committed to supporting our communities, caring for our environment, investing in our people, and maximising stakeholder value.

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.

We achieve our purpose as a department by focusing on service, standards, safety and security.

Service

• 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.

Standards

• 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…