Guest Experience NPS Survey Specialist

ABM Industries • Flushing, NY, US • 1w ago

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.

SALARY: $23.50/hr:
The pay listed is the hourly range or the hourly rate for this position. A specific offer will vary based on applicant’s experience, skills, abilities, geographic location, and alignment with market data.

Job Type: Full-time

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: