Vantage Airport Group announced that Suzette Noble has joined its corporate executive team as Chief Operating Officer of LaGuardia Gateway Partners, the Vantage-led private organization leading the $5.1B transformations and management of the new Terminal B at New York’s LaGuardia Airport.
Reporting to LaGuardia Gateway Partners’ Chief Executive Officer, Frank Scremin, Suzette will lead the delivery of an exceptional and seamless guest experience for all stakeholders at Terminal B, maximizing commercial revenue, and implementing processes and metrics for the organization and its partners.
Ms. Noble is an experienced leader with more than 20 years of experience developing and operating transformational guest experiences at companies recognized for customer service excellence and brand loyalty, including Walt Disney World Parks & Resorts, Krispy Kreme, and Great Wolf Lodge. Most recently, Ms. Noble led Krispy Kreme through a $150M retail market launch amidst the global COVID-19 pandemic, guiding the operations team to a successful opening of the company’s Times Square Flagship, integrating health and safety protocols that earned guest satisfaction scores in the 80th percentile, implementing a customer experience engagement program, and advising on the operational rollout of the brand’s eight subsequent New York locations.
While with Disney, Ms. Noble led and sustained retail-owned and operated business growth during a significant property renovation of the Downtown Disney shopping guest experience. Collaborating with construction, engineering, and marketing colleagues, Ms. Noble created a robust guest engagement program that converted 32% of guests to $2.6 million in retail sales, while maintaining the safety and satisfaction of some 50,000 daily guests during construction.
“We are delighted to welcome Suzette to the Vantage team,” said George Casey, Vantage Airport Group Chair and CEO. “Suzette’s extensive experience building exceptional guest experience, customer engagement, and complex retail operations programs make her an ideal fit for this leadership role in the Vantage network and at Terminal B.”
“I am very excited about the opportunity to lead the operation and management of a new, world-class airport terminal in New York,” said Suzette Noble. “This role offers an opportunity to help establish an entirely new standard for the airport guest experience – one that is safe, secure, intuitive, engaging, and entertaining – while contributing to Vantage’s broader network of airport and transportation infrastructure projects.”
“Suzette is a welcome addition to LaGuardia Gateway Partners and the Vantage network,“ said Frank Scremin, Chief Executive Officer, LGP. “With a collaborative mindset, customer-centric focus, and dynamic leadership skills, I know that Suzette will have a positive impact on the experience of each guest that travels through our new Terminal B.
Ms. Noble joins Vantage and LaGuardia Gateway Partners as the demand for air travel ramps up following the devastating impacts of the global COVID-19 pandemic. The majority of passengers booking travel through LaGuardia Terminal B will experience the new $5.1B terminal for the first time.
On budget and now more than 80% complete, the redevelopment includes a 35-gate terminal, a parking garage, related roadways and supporting infrastructure – all with innovative construction phasing to deliver the project on time and without interrupting ongoing airport operations at one of the most critical airports in the U.S. airport system. The terminal’s iconic design features two elevated pedestrian bridges that span active aircraft taxi lanes – a first in the world – connecting the main terminal to two island concourses. The largest milestone of the project, the 850,000 square foot Arrivals & Departures Hall, opened on time during the pandemic and features the check-in hall, state-of-the-art security screening, dynamic new shops and restaurants, and baggage claim.
Terminal B features several notable hallmarks of a Vantage airport, including a distinctly New York sense of place in the terminal, through architectural and design elements, a tailored commercial program, and the inclusion of permanent commissioned works of art that celebrate New York’s creative spirit. Sustainable design elements and the latest in travel technology and security screening further enhance the passenger experience.