Overview
The Guest Experience (GX) Supervisor is responsible for providing excellent and outstanding guest experience services in all areas of Orlando International Airport. Reporting to the General Manager of Guest Experience, the Guest Experience Supervisor will supervise current GX Ambassadors, and support in crucial areas of the operation within the airport. This person must be a self-starter with experience managing large volumes of employees and providing a high level of quality guest services to guests, facility tenants and service providers.
Benefit Information:
ABM offers a comprehensive benefits package. For information about ABM's benefits, visit ABM Team Member Benefits | Staff & Management (https://www.abm.com/wp-content/uploads/2025/ABM\2025\Employee\Benefits\Staff\&\Management_No%20Date%209.5.24.pdf)
Responsibilities
Develop GX Ambassadors with a goal of maintaining a pleasant, friendly, and professional demeanor with airport guests, employees and visitors.
Designate employee tasks to ensure service-level agreements are met. Assign appropriate tasks, breaks, and shift post rotations.
Aide in employee training and development. Assess employee progress by regularly monitoring employees' interactions with MCO guests, to ensure guest satisfaction and service.
Serve as a mentor and coach to all Guest Experience employees through guidance and support.
Administer appropriate performance reviews, counseling and disciplinary action as needed to ensure compliance with airport, company and department policies. Maintain open dialogue with General Manager and Human Resources regarding GX Ambassador progress and needs.
Maintain a positive working relationship with all departments within the operation (i.e. Airlines, Transportation Security Administration, concessionaires, retailers, and service providers) to ensure that all needs of our guests are met.
Work with operations team and airport security to ensure that all lost items in the airport are accounted for; to ensure timely return of items to guests.
Reinforce the standard of delivering excellent customer service skills when interacting with guests, vendors, and employees through example and employee development. Effectively interact with frustrated, angry or emotional guests and employees.
Complete all assigned tasks within the guidelines and deadlines set by General Manager Guest Experience.
Similar work duties as needed.
Requirements :
Minimum of 2 years' experience as a supervisor or Duty Manager. Experience in Aviation (customer service focus only), premium hospitality or premium retail is preferred.
Ability to manage and lead large teams of people with an aim of meeting service objectives.
Ability to work collaboratively with multiple stakeholders, including account clients (Manager-level or above), employees, guests and area partners (i.e.: airline employees).
Ability to adapt to a rapidly changing and complex operational environment, including large volumes of guests.
Ability to rapidly make and execute accurate operational decisions.
A strong and proven track record of delivering outstanding customer service preferably within a premium product/hospitality establishment background.
Work Conditions:
Tasks are performed with moderate supervision.
Supervisors interact with airport guests, employees and security personnel on a continuous basis.
Walking and standing up to 90% of the time.
Ability to lift 50 or more pounds with or without reasonable accommodation.
REQNUMBER: 118688
ABM is proud to be an Equal Opportunity Employer qualified applicants without regard race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran or any other protected factor under federal, state, or local law. ABM is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a disability and need assistance in completing the employment application, please call 888-328-8606. We will provide you with assistance and make a determination on your request for reasonable accommodation on a case-by-case basis.