Editor’s Note: Airport Experience News recently announced the launch of the AX Next Gen Collective, an advisory group created to amplify the voices of emerging leaders in the North American airport concessions industry. Over the coming year, the 12 professionals selected for the AXNGC will share their perspectives on the trends, opportunities, and challenges shaping our industry. They’ll also help guide the AXN team by providing insights into how the next generation of industry leaders consumes media and engages with content.
In this third installment of the AX Next Gen Collective, we profile Kasey Baker, business manager, concessions, Nashville International Airport (BNA). Baker shared her thoughts with AXN’s Sarah Beling.
Beling: How did you land in the airport concessions industry?
Baker: I had the privilege of graduating with my Masters in Sports Administration in May of 2020, right as COVID-19 became a pandemic. My plan of entering the sports industry was no longer an option with sports being paused. Fortunately, I had built strong relationships during graduate school with colleagues who had transitioned to Nashville International Airport (BNA). Through those connections, I learned about an opportunity with Fraport USA and joined the team as the office manager at the end of 2020. Once I stepped into the airport environment, I realized how dynamic, fast-paced, and community-driven the concessions industry really is. I quickly moved into the retail operations manager role, for I had truly caught the “airport bug.” What started as a pandemic pivot God turned into a career that I am passionate about. I’ve now been at BNA for almost six years, growing with the airport, supporting our partners, and contributing to an industry that never stops moving.
Beling: What are you doing now (and how did you get to where you are now)?:
Baker: I am currently a business manager of concessions for Nashville International Airport (BNA). My journey has been unique. After several years with Fraport, I wanted to stay involved in the airport environment. The BNA community had become family. God opened a door within the maintenance department at BNA as an assistant maintenance coordinator. This position gave me a different perspective on airport operations. Having a deep love for the concessions industry, I transitioned into the concessions department as the concessions administrator and was promoted to business manager of concessions. No matter what sector, the job is multifaceted. Every decision needs to focus on revenue generation for the airport, passenger satisfaction, and the profitability and support of our concessionaires. I’m constantly navigating that intersection — ensuring our program is financially strong, our passengers feel cared for, and our partners have what they need to succeed.
Beling: What area of the airport concessions sector would you like to explore in the future?
Baker: I actually love the sector I am in and would like to continue my growth in moving up within the authority.
Beling: How do you predict the airport concessions sector will evolve to serve younger generations of travelers?
Baker: I can see more concession locations becoming lounge-like or experiential rather than just consumerism. The younger generation wants to be entertained and make memories through experiences. I think as lounges become more popular, concepts like Minute Suites, Gameway lounge, golf simulators, food halls, and spas for relaxation are all concepts the younger generation look for throughout airports. Younger travelers also look for a seamless app that helps them navigate the airport, book reservations ahead, and plan out their visit, enhancing their overall experience.
Beling: What is your favorite airport concession (restaurant, bar, store, amenity) and why?
Baker: A good local coffee shop is always appreciated. I am a true coffeeholic. [Having been] a barista in my former life, I have high expectations. I am one who will always go out of my way to support local businesses. When flying through airports, my husband and I make it a point to find a good, unique, and local coffee shop. With so many different [airport] coffee concepts [out there], finding a favorite is difficult. The coffee shop with an inviting atmosphere that amplifies the home city, provides good places to sit, has baristas who know and are passionate about coffee, and offers a wide selection of pastries will always draw me in.
