Salary: Authority Band 9 ($101.166.00 - $105,202.50)

Status: Permanent, Full-Time

Number of positions available: 1

Closing Date: April 18, 2025

WHO WE ARE

The Calgary Airport Authority manages and operates both YYC Calgary International Airport and YBW Springbank Airport as well as collaborates with the many vibrant community partners who impact our guest experiences. If you are interested in an exciting career in the airport industry, then this is the place to be!

WHAT WILL YOU DO

The Guest Experience Specialist plays a crucial role in elevating passenger satisfaction at YYC by supporting the development and execution of guest-centric strategies. This position focuses on leading, designing and implementing key initiatives, including accessibility enhancements, amenity improvements, and volunteer program management.

The Specialist, Guest Experience will strategize, develop, and execute initiatives that enhance accessibility, oversee RFP processes for amenity upgrades, and manage consultant relationships to drive impactful solutions. Additionally, they will lead research and data analysis efforts, oversee project management for feedback terminals and surveys, implement amenity improvement projects, and manage the volunteer program with support of the coordinators, who the Specialist would work closely with.

WHATS THE TEAM LIKE

The Guest Experience team is dedicated to ensuring that every passenger's journey through the airport is as smooth, enjoyable, and efficient as possible. Our team works tirelessly to enhance the overall travel experience by implementing innovative solutions and focusing on key areas such as accessibility, amenities, and customer service. From upgrading facilities to managing volunteer programs and gathering passenger feedback, we are committed to continuously improving the airport environment. We strive to create a welcoming atmosphere, anticipating the needs of travelers and delivering exceptional service at every touchpoint to elevate the overall guest experience.

WHAT ARE SOME OF THE RESPONSIBILITIES

• Assist in implementing service improvement initiatives, ensuring a guest-centric approach across all operators at YYC.
• Support the design of a seamless passenger journey, enhancing touchpoints throughout the airport.
• Utilize research, passenger feedback, and analytics to identify opportunities for improvement and implement solutions that enhance the travel experience.
• Develop and implement engagement tools to gain deeper insights into passenger needs, preferences, and behavior.
• Track and analyze key performance indicators (KPIs) related to satisfaction, ease of travel, and operational efficiency.
• Identify trends, challenges, and opportunities for continuous improvement across the passenger journey.
• Work with Terminal Operations team to enhance the guest experience by implementing programs focused on passenger flow, airport navigation, accessibility, and overall satisfaction.
• Build and maintain strong relationships with airlines, retailers, service providers, and regulatory authorities to ensure alignment in guest experience initiatives.
• Develop and implement experiential marketing strategies to strengthen the YYC brand and enhance passenger engagement.
• Contribute to the strategic planning, vision, and execution of the volunteer program at YYC.
• Enhance volunteer training programs, ensuring a seamless journey from onboarding to on-site training.
• Develop initiatives to improve volunteer engagement, knowledge, and confidence in guest interactions.
• Participate in meetings, lead conversations, and provide guidance and feedback to guest inquiries related to accessibility.
• Support the development and implementation of the Accessibility Program, ensuring alignment with industry best practices and regulatory standards.

WHAT DO YOU NEED TO BRING

• The ability to gain and maintain a RAIC (RAIC Program and Application Information)

• Post-secondary diploma in Aviation Management, Business Management, Marketing, Hospitality and Tourism, Design Innovation, Operations and Logistics or a related field is required. Relevant experience with alternate education may be considered.
• Minimum 3 years' working within an airport or airline operations environment or similar with demonstrated experience in serving a large and complex customer base.
• Strong decision-making skills and ability to demonstrate a sense of urgency to deliver guest experience excellence.
• Ability to successfully perform under pressure and respond to critical and or changing priorities throughout the day.
• Ability to seek resolution through conflict management.
• Ability to read, interpret and understand standard procedures and work instructions.
• Ability to cultivate and maintain strong relationships with customers, contractors, stakeholders and other YYC Staff.
• Solid business acumen and business improvement mindset to solution immediate issues and to identify trends, provide recommendations and implement corrective actions.
• Excellent communication skills to effectively reach a broad audience of internal and external customers, guests and other key stakeholders.
• Strong writing and presentation skills with the ability to write, develop and present training documentation, programs, policies and incident reports.
• Ability to interact with the general public under occasionally stressful circumstances.

WHAT OPTIONAL ELEMENTS SUPPORT YOUR APPLICATION (all are assets)

• Bilingual in English or French

WHAT DOES DIVERSITY MEAN TO US

We are committed to building a team where exceptional leadership shines and our crew thrives both at work and at home. We believe that deliberate steps such as creating a workplace that is physically and psychologically safe, equitable to all, and actively and diligently taking steps along the path to reconciliation are the keys to making this a reality.

OUR VALUES:

We prioritize genuine concern and compassion for everyone we engage with, from our team members to our partners and guests, always striving to help and support one another.

We actively seek diverse perspectives in our decision-making and collaboratively tackle challenges.

We work together with trust and transparency, supporting one another to achieve the collective goals of our organization.

We grow, evolve, and adapt with purpose, continually aligning our actions with our vision.

We embrace curiosity and boldly challenge the status quo, exploring new opportunities and taking thoughtful, responsible risks that drive purposeful innovation.