Manager, Terminal Operations and Guest Experience

New Opportunity

Thompson Regional Airport Authority

Welcome to the North

Are you looking for a new opportunity to build new relationships in a unique and growing industry? Do you have a passion for helping people? At the Thompson Regional Airport Authority, we value teamwork and a work environment where people come to work to help one another.

Our growing airport facility is now accepting applications for the position of Manager Terminal Operations and Guest Experience.

Role Purpose:

The Manager, Terminal Operations and Guest Experience is responsible for ensuring the safe, efficient, and welcoming operations of the Thompson Regional Airport Authority’s (‘TRAA’) terminal facilities.

This role oversees daily terminal activities including guest experience, vendor experience, security, custodial services, parking, and airline coordination, ensuring a seamless experience for travelers, tenants, partners, and staff.

Working closely with the President & CEO, the Manager leads front-line service delivery, operational readiness, revenue generation, guest experience, vendor experience and community engagement across all public areas of the terminal. The role ensures that the physical environment, service interactions, and operational systems reflect TRAA’s values of safety, professionalism, and community pride.

This position plays a key role in shaping how people feel when they use or visit the airport, ensuring a clean, efficient, and aesthetically welcoming environment while balancing safety, compliance, revenue and commercial performance.

Responsibilities:

Leads Terminal Operations

• Oversees the daily operation of the terminal building to ensure safe, reliable, and efficient service delivery.
• Coordinates with all TRAA departments and tenants to ensure seamless passenger flow, facility access, and operational readiness.
• Monitors terminal systems (lighting, HVAC, signage, and passenger amenities) and collaborates with the Airfield and Infrastructure Manager to ensure a safe and comfortable environment.
• Maintains clear procedures for incident reporting, facility maintenance requests, and emergency response.
• Coordinates with other leaders to address terminal IT support needs related to access control, security cameras, parking systems, and self-service kiosks.

Oversees Security Operations

• Provides leadership and direction to the security team, ensuring visible, professional, and safety-focused presence across the terminal and parking areas, aligned with federal security programs and TRAA policies.
• Works collaboratively with the Manager, Regulatory Programs to align operational security measures with regulatory requirements.
• Ensures access control, surveillance, and patrol procedures are effective and consistently applied.
• Develops security schedules, procedures, and response protocols; ensures all personnel are trained and equipped to respond effectively.
• Promotes a security culture that balances safety and service, emphasizing professionalism and positive interaction with passengers and partners.

Coordinates Airline Operations

• Serves as the primary liaison with local airline management for terminal scheduling, ground handling, and passenger processing.
• Facilitates coordination of check-in, baggage, and boarding operations to ensure efficiency and positive traveler experiences.
• Supports the integration of airline and airport communication systems and assists with disruption management when operational issues arise.
• Monitors operational performance and identifies opportunities to improve on-time performance and service quality.

Manages Custodial Services

• Leads and oversees custodial teams and contractors responsible for cleaning, waste management, and presentation of all terminal areas.
• Maintains service standards that reflect pride, cleanliness, and professionalism in every space.
• Implements inspection routines and response protocols to maintain high standards of hygiene, accessibility, and visual presentation.
• Collaborates with Corporate Services and vendors to ensure custodial supplies, contracts, and budgets are effectively managed.

Guest First Experience

• Designs and maintains spaces and processes that create an intuitive, stress-free travel experience.

Leads service improvement initiatives to enhance comfort, accessibility, and wayfinding.

• Oversees the quality and consistency of staff interactions with travelers and ensuring professional, courteous service at every touchpoint.
• Monitors guest satisfaction through feedback, surveys, and observation, and implementing continuous improvements based on results.
• Collaborates with airlines and vendors to ensure all services, amenities, and facilities contribute to a unified and positive guest experience.
• Manages parking operations, revenue collection systems, and staff to ensure efficiency, fairness, and customer satisfaction.
• Monitors facility appearance, signage, landscaping, and wayfinding to ensure an aesthetically consistent and welcoming experience.
• Monitors digital marketing systems to ensure performance and that marketing and advertisement meet guest experience and diversity objectives.
• Leads initiatives to improve the guest experience, how travelers, tenants, and visitors feel while on site.
• Engages vendors and partners in fostering an airport environment that feels clean, safe, and community oriented.

Vendor Experience

• Establishes clear service and presentation standards for all vendors, tenants, and concessionaires.
• Conducts regular reviews of vendor performance and providing feedback or support to align with TRAA’s expectations.
• Ensures strong communication and collaboration among all terminal partners to support seamless daily operations.
• Encourages vendors to innovate and improve services that enhance guest comfort, local flavour, and commercial vibrancy.
• Builds a culture of mutual accountability where vendors and airport teams work together to elevate the traveler experience.

Financial Management and Budget Accountability

• Prepares and monitoring budgets, forecasts, and expenditure reports to ensure efficient resource allocation.
• Oversees procurement and vendor agreements in collaboration with Corporate Services to maintain fiscal discipline and transparency.
• Provides regular financial performance updates to the President & CEO, highlighting risks, trends, and opportunities for improvement.

Revenue Generation and Commercial Stewardship

• Manages and grows revenue sources including parking, advertising, concessions, vending, car rentals, and other commercial partnerships.
• Attracts and retains vendors, advertisers, and service partners aligned with TRAA’s brand and guest experience goals.
• Explores new opportunities for terminal-based revenue through events, local partnerships, and community collaborations.
• Ensures accurate tracking, reporting, and reconciliation of all revenue sources in alignment with corporate financial systems.
• Balances commercial growth with the integrity of the guest and community experience.

Community Experience

• In collaboration with the Manager, Business Development, builds partnerships with local organizations, businesses, and tourism representatives to promote Thompson and the surrounding region.
• Supports community events, displays, and cultural showcases that highlight local identity and history within the terminal environment.
• Maintains a visible and approachable presence during public activities and peak travel times, demonstrating responsiveness and care for community members.
• Ensures operational decisions consider community impact, accessibility, and sustainability, reinforcing the airport’s reputation as a responsible community steward.

Key Competencies

Operational Stewardship – Ensures terminal, custodial, and parking operations are safe, efficient, and aligned with TRAA standards. Balances day-to-day operations with strategic service goals.

Collaboration & Influence – Builds strong relationships across TRAA, vendors, and the airport community. Encourages cooperation and open communication to achieve service excellence.

Strategic Agility – Anticipates operational challenges and adjusts plans, staffing, or procedures to maintain continuity and quality of service.

Risk & Compliance Focus – Maintains safety, security, and regulatory standards in coordination with the Manager, Regulatory Programs.

Accountability & Delivery – Ensures terminal services, maintenance, and guest experience standards are consistently met and measurable.

Communication & Transparency – Provides clear, courteous, and timely communication with staff, partners, and the public. Communicates expectations and results openly.

Coaching & Succession – Develops the skills, confidence, and service mindset of frontline staff. Builds a culture of pride, professionalism, and future readiness across terminal operations.

Qualifications

• 10 + years of experience in airport, facilities, or operations management, including supervisory experience.
• Strong knowledge of airport operations, passenger services, and security coordination.
• Experience in vendor and contractor management, including custodial and parking operations.
• Proven ability to lead teams delivering high-quality, safety-focused, and guest-centered service.
• Excellent communication, conflict resolution, and organizational skills.

Benefits:

The Thompson Regional Airport Authority offers a flexible work environment and a competitive benefits package, including pension, health and dental benefits for full-time employees.

Applications:

Applicants are requested to indicate in the cover letter or resume how they meet the qualifications of the position.