Guest Experience Supervisor

Descrição:

Description

Guest Experience Supervisor

Examples of Duties

Typical duties performed, include, but are not limited to oversight of daily operations to ensure alignment with departmental objectives and organizational priorities. Dependent upon service area, may manage and direct staff to maintain efficient workflows, ensuring productivity and high-quality outcomes. Develop, implement, and evaluate operational strategies, procedures, and best practices to improve efficiency and effectiveness. Monitor performance metrics and identify opportunities for process improvement. Collaborate with leadership and cross-functional teams to support departmental initiatives. Perform other job-related duties as required.

Minimum Qualifications

Bachelor’s degree required. Substitution: Two (2) years of any equivalent combination of education, training, and experience may substitute for each year of college education lacking. Six (6) years of full-time management experience required. Four (4) years of demonstrated leadership experience. Strong critical thinking and analytical skills, with the ability to identify process inefficiencies and implement effective solutions. Excellent written and verbal communication skills. Valid State of Ohio Driver’s License required.

Supplemental Information

Preferred Qualifications

• 3–5 years of experience in customer experience, arts or cultural programming, airport operations, or hospitality supervision.
• Demonstrated experience working collaboratively with internal and external partners.
• Strong leadership skills with experience supervising staff or managing programs.
• Creative thinker with an eye for design, storytelling, and guest engagement.
• Analytical mindset with the ability to interpret data and implement process improvements.
• Excellent communication and interpersonal skills; able to build strong relationships across diverse stakeholders.
• Experience in an airport, transportation hub, or large public facility preferred.
  
  

Duties & Responsibilities

The Guest Experience Supervisor plays a key leadership role in shaping how travelers experience Cleveland Hopkins International Airport. This position blends creativity, strategic thinking, and operational insight, overseeing initiatives that elevate the airport’s art, culture, and community engagement while driving improvements in the overall passenger journey, including wayfinding, queuing, and service flow.

The ideal candidate brings both artistic vision and analytical discipline, someone who can inspire guests through creative programming and also enhance the airport’s functionality and efficiency through thoughtful strategy and collaboration.

Key Responsibilities

• Creative & Cultural Experience
  • Supervise the Guest Experience Coordinator, who manages the airport’s arts and culture programming, exhibitions, and public tours.
  • Provide strategic leadership and support to ensure arts and tour programs reflect CLE’s brand, advance organizational goals, and enhance community recognition.
  • Oversee partnerships with local artists, cultural organizations, and tourism groups to bring creative and engaging experiences to CLE.
  • Support special events, seasonal décor, and experiential activations that showcase Cleveland’s identity and create memorable moments for travelers.
  • Collaborate with Marketing and Communications to integrate storytelling and design across guest touchpoints throughout the terminal.
• Guest Journey & Strategic Operations
  • Lead projects that improve wayfinding, queuing, signage, and spatial flow, ensuring the terminal is intuitive, efficient, and welcoming.
  • Gather and analyze guest feedback and operational data to identify opportunities for continuous improvement.
  • Manage CLE’s Customer Experience Survey Program, including the design, deployment, and analysis of passenger feedback tools (e.g., QR codes, kiosks, digital surveys).
  • Develop insights and actionable recommendations from survey data to inform service improvements, support strategic planning, and enhance satisfaction across key airport touchpoints.
  • Coordinate with airline partners, tenants, and internal departments to address feedback trends, celebrate success stories, and close service gaps identified through survey results.
  • Partner with internal teams including Operations, IT, Facilities, and Maintenance to coordinate and implement passenger experience enhancements.
  • Work collaboratively with federal partners such as TSA and U.S. Customs and Border Protection (CBP) to address passenger flow challenges, enhance communication, and ensure a smooth screening and arrivals experience.
  • Build strong relationships with airline station managers and ground handling partners to align service standards and deliver a consistent, high-quality guest experience.
  • Contribute to the development and execution of CLE’s Guest Experience Strategic Plan, ensuring alignment with the airport’s mission, safety standards, and customer satisfaction goals.
• Leadership & Collaboration
  • Directly supervise the Guest Experience Coordinator and oversee additional guest experience team members, volunteers, and contractors.
  • Provide coaching, feedback, and professional development to support staff growth and performance.
  • Serve as a liaison between airport departments, federal agencies, and external partners, ensuring coordination and shared accountability for passenger satisfaction.
  • Prepare and present reports, metrics, and evaluations of guest experience initiatives to internal leadership and stakeholders.
    

The City's guiding principles are as follows : Placing Clevelanders at the Center, Empowering Employees to Do Purposeful Work, Defining Clear and Pragmatic Objectives, Leading with Trust and Transparency, Striving for Equity in All We Do, and Embracing Change. All City employees are responsible for embracing and carrying out these principles in all that they do.