Description

About Us:

Welcome to the Raleigh-Durham Airport Authority, where we operate RDU International Airport, a vital hub connecting North Carolina to the world. In 2024, our teamwork helped us serve 15.5 million passengers, generate a $24.1 billion economic impact, and our dedication to excellence has been recognized with a Top Five passenger satisfaction ranking in North America. We're a tight-knit team where accountability and collaboration are our guiding principles, and safety is our top priority. Whether your role is indoors or outdoors, you'll be part of a supportive environment that values your contributions. We believe in investing in our people, offering competitive benefits and professional development to help your career take flight.

About You:

You embody core values that will play a pivotal role in connecting our community to places and the people who matter most. Your commitment to continuous learning will drive innovation and growth, while your unwavering integrity ensures that our brand remains trustworthy and reputable. Your respect for colleagues and clients alike fosters a collaborative and positive environment. Your dedication to excellence in every task you undertake will elevate our brand's standards. Lastly, your team spirit will unite our efforts and amplify our collective success.

About the Role: 

Raleigh-Durham Airport Authority seeks a visionary leader to elevate every aspect of the passenger journey. As Vice President of Hospitality and Guest Experience, you'll chart the course for world-class service across RDU's Terminals 1 and 2—blending operational excellence with the warmth of true hospitality.

This role leads the airport's hospitality strategy, inspiring teams and shaping programs that ensure every traveler feels welcomed, cared for, and valued. Like a skilled pilot anticipating every turn, you'll drive proactive engagement, seamless operations, and a culture of excellence that exceeds expectations.

If you're ready to guide RDU to new heights in customer experience, we invite you to come on board.

Compensation:

Maximum Based on experience

Minimum - $141,790

What You'll Do: 

Hospitality Strategy & Terminal Experience

• This role also ensures that all hospitality initiatives are aligned with RDU's broader brand promise and is responsible for creating a seamless sense of place that reflects the spirit of the region while meeting global expectations for service quality.
• Develop and execute a unified hospitality strategy across all guest facilities, including Terminal 1 and Terminal 2, that enhances the guest journey and reflects the airport's brand.
• Drive consistency and excellence in all aspects of the guest environment, including cleanliness, service interactions, and visual presentation. 
• Coordinate efforts to incorporate feedback from community partners, including tourism and business development agencies, to elevate the airport's role as a gateway to the region. 

Contract Management & Service Oversight

• The leader will foster strategic partnerships with service providers that embody hospitality values, ensuring vendors contribute meaningfully to the overall guest experience rather than solely meeting operational benchmarks.
• Administer and evaluate contracts for janitorial services, interior plant maintenance, and seasonal décor across Terminal 1 and Terminal 2.
• Monitor service delivery and ensure vendor performance meets or exceeds airport standards for guest spaces.
• Identify and implement enhancements based on feedback, observations, and terminal-specific demands. In addition to operational metrics, success will be measured by emotional connection, brand perception, and guest satisfaction indices aligned with luxury hospitality standards.

Tenant & Staff Engagement & Training

• The Vice President will cultivate a service culture where every tenant and team member understands their role as a brand ambassador, empowered to create meaningful interactions that elevate the airport's reputation for genuine hospitality.
• Create training initiatives that will include hospitality service recovery techniques, tone of service, and the art of delivering genuine, anticipatory service.
• Champion guest engagement activities in coordination with relevant airport teams. 
• Coordinate and ensure delivery orientation and guest service training for terminal tenants and their employees to foster consistent hospitality standards. 
• Serve as a liaison to tenants, promoting collaborative engagement and shared responsibility for positive guest experiences.
• Partner with various departments, including but not limited to Concessions and Operations, to ensure a collaborative programming related to hospitality service delivery with RDU's airport-wide guest service benchmarks. 

 Performance Measurement & Improvement

• Establish and track key performance indicators (KPIs) related to cleanliness, satisfaction, and issue resolution.
• Leverage guest feedback and industry benchmark metrics to identify trends, inform decisions, and drive continuous improvement initiatives across both terminals.
• Create annual department budget and oversee expenditures through fiscally responsible decisions that enhance guest experience while being a good steward of the airport resources.

Team & Volunteer Program Leadership

• The leader will inspire and mentor a team driven by hospitality principles, promoting collaboration, creativity, and pride in delivering an exceptional guest journey from curb to gate.
• Manage and lead a team of airport professionals, including guest experience, contract management team members, and consultants across both terminals. 
• Oversee the Airport Ambassador volunteer program, including recruitment, onboarding, training, scheduling, and recognition.
• Promote teamwork and alignment among staff and volunteers to deliver an integrated, welcoming experience throughout both terminals.
• Champion a culture that fosters a welcoming environment for customers from across the country and the world.

Art, Aesthetics & Seasonal Programming

• Beyond aesthetics, the art and seasonal programs should serve as emotional touchpoints that enrich the traveler's sense of connection to the community and region.
• Develop, manage, and champion the airport's artwork program and seasonal decor installations, including local and regional artists, to reinforce a welcoming, culturally relevant, and visually engaging terminal environment.

What You Need: 

Education:

Required:

• Bachelor's degree in Hospitality Management, Business Administration, Organizational Leadership, Customer Experience Design, Facilities Management, or related field OR relevant experience in lieu of a bachelor's degree.

Experience:

Required:

• 8 years of experience in hospitality, guest services, or customer-centered facility operations
• Leadership experience overseeing multi-disciplinary teams in a 24/7/365 service environment.
• Direct management experience of a large team of customer-focused professionals.
• Ideal candidates will demonstrate both strategic acumen and an intuitive understanding of guest psychology, with experience integrating hospitality philosophies into large, complex public e nvironments.

Preferred:

• 10 years or more of experience in hospitality, guest services, or customer-centered facility operations.
• Experience will preferably come from a large venue such as a resort, stadium, or other hospitality-focused facility.

Licenses or Certifications:

Required:

• Valid Driver's License

Location:

On-site RDU Airport Campus

RDU Benefits:

At the Authority, we appreciate you and care about your health, happiness, and future. Our benefits start on day one, including medical, dental, vision, tuition assistance, employee discounts, and perks like an on-site gym, a dedicated wellness team, and frequent company and team outings. For a full list of benefit offerings, check out the RDU.com Careers Page

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Requirements