General Manager, Guest Experience

**Status:18 Month Term (Starting November 2025), Non-unionized (exempt)**

**Number of positions available: 1**

**Closing Date: October 13, 2025**

**WHY CALGARY AIRPORTS**

Powered by heart and dedicated to excellence, we’re the team that keeps Calgary connected - and you could be our newest member.

We’re in the business of uplifting people, and every day, we create runways to new places and possibilities, building a better airport experience for everyone.

**WHATS THE TEAM LIKE**

The Guest Experience team is the heartbeat of hospitality at YYC Calgary International Airport, creating memorable moments for every traveler. From managing our iconic White Hat Volunteers to enhancing accessibility and amenities, the team leads initiatives that make the airport feel welcoming and world-class. Their work directly supports Calgary Airports’ commitment to exceptional service, ensuring guests feel cared for from arrival to departure.

**WHAT ARE SOME OF THE RESPONSIBILITIES**
- Lead the development and execution of guest experience programs, including accessibility, volunteer initiatives (White Hat Volunteer, PALS) and surprise-and-delight events.
- Guide the development and implementation of terminal standards related to guest-facing amenities (play areas, washrooms, etc.) using research and passenger data.
- Oversee and optimize customer service operations, ensuring excellence at all guest touchpoints.
- Develop and manage strategies for passenger communication, accessibility, and language compliance.
- Lead the implementation of innovative partnership initiatives and cutting-edge technologies—such as real-time guest feedback platforms and interactive engagement programs—to enhance the passenger experience at YYC, foster community collaboration, and deliver memorable, guest-centric moments throughout the airport.
- Develop and monitor key performance indicators (KPIs) for guest satisfaction and operational efficiency.
- Ensure compliance with all regulations related to passenger services and airport operations.
- Provide clear direction, resources, and support to direct reports by setting expectations, communicating goals and boundaries, ensuring safety and compliance, delegating authority, assessing and developing performance, and fostering a culture of accountability, growth, and continuous improvement.

**WHAT DO YOU NEED TO BRING**
- You’ll need to be eligible to obtain and maintain a RAIC, don’t worry - we’ll help you through this For more details, check out: RAIC Program and Application Information
- Bachelor’s degree in business administration, hospitality management, aviation management, or related field. Relevant professional experience may be considered in lieu of formal education.
- 8-10 years of experience leading customer service, marketing, or guest experience programs.
- Minimum of 3-5 years’ experience in people management, including oversight of experienced professionals.
- Demonstrated experience developing and executing customer/guest experience strategies and programs, including initiatives that enhance satisfaction and loyalty.
- Proven ability to lead cross-functional teams in high-pressure environments (e.g., airports, transportation hubs).
- Proficiency in data analysis and performance metrics to drive continuous improvement.
- Experience integrating technology and managing volunteer programs is preferred.

**WHAT ADDITIONAL SKILLS ARE AN ASSET**
- Bilingual in English and French
- Experience with benchmarking tools (ACI ASQ, Net Promoter Score).
- Experience in developing industry networks and staying current with sector best practices.

**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.