Position Summary: We are seeking talent to enhance the passenger experience and service quality at the airport through planning, training, supervision, and process monitoring. Key Highlights: 1. Continuous improvement of the airport passenger experience 2. Training in customer service excellence 3. Monitoring of facility and service quality At Hermosillo Airport, we focus on developing internal talent that brings knowledge and experience to our company, contributing to business results. **Essential Requirements:** * Bachelor’s degree in Tourism, Business, Administration, or related field * Minimum 2 years of experience in Customer Service and Process Indicator Monitoring. **Knowledge:** * Intermediate English (for communication and information delivery). * Basic Excel. **Skills:** * Customer service * Strong verbal communication skills * Teamwork * Service-oriented attitude **Job Responsibilities:** * Planning and execution of passenger experience activation initiatives. * Training for the Airport Community on Customer Service Excellence. * Passenger service rounds. * Support in planning and executing passenger crisis protocols. * Tracking of passenger suggestions and information requests. * Monitoring of the Program for Recognition of Excellence in Service (PROGAP). * Collaboration with information module operators in passenger assistance. * Support in coordinating and supervising information module operators. * Monitoring of Quality Levels for airport ground-side facilities and services (terminal building, parking, GAP-owned businesses "Aeromarket, VIP Lounges"). * Conducting perceived quality surveys (CC and ASQ). * Measuring service point processing times (PIP, Customs, Immigration, Baggage). * Correlating metrics from perceived and objective quality measurements to improve understanding of areas for improvement. * Participation in maintaining the Integrated Management System (IMS) within respective units, in accordance with ISO 9001:2015 standard. * Reviewing infrastructure conditions and cleanliness, ensuring compliance with GAP quality standards reported in Darwin 360° software. * Tracking passenger complaints. * Tenant reviews. * Monitoring results and alerts from immediate response devices. * Preparation of monthly management reports. **All our recruitment processes are free of charge and we do not request any monetary payment; likewise, we do not permit discrimination based on gender, race, age, religion, sexual orientation, physical condition, socioeconomic status, or any other reason.** *Apply now and don’t miss the opportunity* *to continue your professional development!*