Airport Guest Experience Coordinator

Summary

Airport Guest Experience Coordinator

Under administrative direction, is responsible for assisting with duties related to completion of projects, programs, or initiatives for a City division or department. Serves as the specialist to the supervisor or manager of projects, programs or initiatives. Provide administrative support, schedule meetings and ensure deadlines are met. Assist in creating schedules, timelines, and maintain project budgets. Provides reports, presentations, communications and correspondence as required. Performs other related duties as required.

High School Diploma or GED required. Associate or Bachelor's Degree from an accredited two year or four-year college or university in Business or Public Administration, Social Sciences, or closely related field preferred. One year of full-time paid experience in government or private industry required. Substitution: Completion of a fellowship program, apprentice program, or other similar program; OR completion of a certification program, i.e., Project Management, Human Resources, etc. Must be able to lift and carry thirty (30) pounds. Valid State of Ohio Driver's License or State-issued identification card. Must be proficient utilizing all Microsoft Office products.

Additional Requirements:

• Must successfully complete a Transportation Security Administration (TSA) 10-year fingerprint-based Criminal History Records Check and employment background check and Security Threat Assessment.
• Must be able to pass a pre-employment physical and drug test.
• Must be proficient in the Microsoft Office Suite, particularly Excel and PowerPoint.
• Availability for on-call support and occasional after-hours work for critical system maintenance.

Preferred Qualifications:

• 1-3 years of experience in customer experience, arts or cultural programming, airport operations, or hospitality programming
• Demonstrated experience working collaboratively with internal and external partners
• Creative thinker with an eye for design, storytelling, and guest engagement
• Analytical mindset with the ability to interpret data and implement process improvements

Airport Guest Experience Coordinator

• Excellent communication and interpersonal skills; able to build strong relationships across diverse stakeholders

Additional Duties & Responsibilities The Guest Experience Coordinator plays a vital role in shaping Cleveland Hopkins International Airports guest-facing programs. This position blends creativity, vision, strategic thinking, and operational insight to heighten the airport's art, culture, and community engagement while pursuing avenues to shape the passenger's journey for years to come. The ideal candidate brings both artistic vision and analytical discipline, someone who can inspire guests through creative programming and enhance the airport's functionality and efficiency through thoughtful strategy and collaboration.

Arts Program

• Provide administrative, curatorial, and project management support of the Airport Art Program.
• Coordinate the artist selection, acquisition, design, development, construction, fabrication, and installation phases of a project.
• Assist with planning, coordinating, and implementing artist participation in the public art program for conceptual initiation of each project phase through public art installation.
• Work with Airport staff, artists, contractors, vendors, and tenants to organize art exhibits while coordinating design, construction, and installation of Airport artwork.
• Act as Airport liaison between contractors and participating artists.
• Provide general art program information, and prepares and delivers presentations before community groups, artists, schools, and other interested parties.
• Track and oversee budget, schedule, and design reviews for the art program.

Tours Program

• Provide administrative support of the Tours Program.
• Maintain accurate tour planning documentation, tour requests, tour calendar, and communication records between stakeholders.
• Engage with our Ambassador Program for tour program support.

Hopkins Hospitality Program

• Provide administrative support for the following Hopkins Hospitality programs including Hopkins Hounds, Hopkins Flight School, The Sunflower Program, Hopkins Hang Out Pass.
• Work with Airport staff, contractors, vendors, and tenants to organize hospitality events.
• Act as a liaison between participating parties and the airport.
• Provide general hospitality program information, and prepares and delivers presentations before community groups, schools and other interested parties.
• Track and oversee budget, schedule, and design reviews for the hospitality program.

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.

The City of Cleveland makes available a variety of benefit options depending upon your employment status and any applicable union membership. In general, benefit options include comprehensive medical, dental, vision, prescription medical and life insurance. Specific information regarding benefit eligibility will be discussed and reviewed at the time of hire.

Job Description

Airport Guest Experience Coordinator

Under administrative direction, is responsible for assisting with duties related to completion of projects, programs, or initiatives for a City division or department. Serves as the specialist to the supervisor or manager of projects, programs or initiatives. Provide administrative support, schedule meetings and ensure deadlines are met. Assist in creating schedules, timelines, and maintain project budgets. Provides reports, presentations, communications and correspondence as required. Performs other related duties as required.

High School Diploma or GED required. Associate or Bachelor's Degree from an accredited two year or four-year college or university in Business or Public Administration, Social Sciences, or closely related field preferred. One year of full-time paid experience in government or private industry required. Substitution: Completion of a fellowship program, apprentice program, or other similar program; OR completion of a certification program, i.e., Project Management, Human Resources, etc. Must be able to lift and carry thirty (30) pounds. Valid State of Ohio Driver's License or State-issued identification card. Must be proficient utilizing all Microsoft Office products.

Additional Requirements:

• Must successfully complete a Transportation Security Administration (TSA) 10-year fingerprint-based Criminal History Records Check and employment background check and Security Threat Assessment.
• Must be able to pass a pre-employment physical and drug test.
• Must be proficient in the Microsoft Office Suite, particularly Excel and PowerPoint.
• Availability for on-call support and occasional after-hours work for critical system maintenance.

Preferred Qualifications:

• 1-3 years of experience in customer experience, arts or cultural programming, airport operations, or hospitality programming
• Demonstrated experience working collaboratively with internal and external partners
• Creative thinker with an eye for design, storytelling, and guest engagement
• Analytical mindset with the ability to interpret data and implement process improvements

Airport Guest Experience Coordinator

• Excellent communication and interpersonal skills; able to build strong relationships across diverse stakeholders

Additional Duties & Responsibilities The Guest Experience Coordinator plays a vital role in shaping Cleveland Hopkins International Airports guest-facing programs. This position blends creativity, vision, strategic thinking, and operational insight to heighten the airport's art, culture, and community engagement while pursuing avenues to shape the passenger's journey for years to come. The ideal candidate brings both artistic vision and analytical discipline, someone who can inspire guests through creative programming and enhance the airport's functionality and efficiency through thoughtful strategy and collaboration.

Arts Program

• Provide administrative, curatorial, and project management support of the Airport Art Program.
• Coordinate the artist selection, acquisition, design, development, construction, fabrication, and installation phases of a project.
• Assist with planning, coordinating, and implementing artist participation in the public art program for conceptual initiation of each project phase through public art installation.
• Work with Airport staff, artists, contractors, vendors, and tenants to organize art exhibits while coordinating design, construction, and installation of Airport artwork.
• Act as Airport liaison between contractors and participating artists.
• Provide general art program information, and prepares and delivers presentations before community groups, artists, schools, and other interested parties.
• Track and oversee budget, schedule, and design reviews for the art program.

Tours Program

• Provide administrative support of the Tours Program.
• Maintain accurate tour planning documentation, tour requests, tour calendar, and communication records between stakeholders.
• Engage with our Ambassador Program for tour program support.

Hopkins Hospitality Program

• Provide administrative support for the following Hopkins Hospitality programs including Hopkins Hounds, Hopkins Flight School, The Sunflower Program, Hopkins Hang Out Pass.
• Work with Airport staff, contractors, vendors, and tenants to organize hospitality events.
• Act as a liaison between participating parties and the airport.
• Provide general hospitality program information, and prepares and delivers presentations before community groups, schools and other interested parties.
• Track and oversee budget, schedule, and design reviews for the hospitality program.

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.

The City of Cleveland makes available a variety of benefit options depending upon your employment status and any applicable union membership. In general, benefit options include comprehensive medical, dental, vision, prescription medical and life insurance. Specific information regarding benefit eligibility will be discussed and reviewed at the time of hire.