Airport Ambassador - Full Time

Union Affiliation: American Federation of State County and Municipal Employees (AFSCME). Pay Grade 11: $24.02 hourly. This is a full-time, on-site position.

About the role

The Airport Ambassador provides exceptional customer service and support to passengers, visitors, and airport stakeholders. This position serves as a welcoming and informative presence throughout the airport, ensuring safe, efficient, and positive travel experiences for individuals of diverse backgrounds and abilities.

Responsibilities

• Serve as a front-line ambassador at the Patrick Leahy Burlington International Airport terminal buildings, roadways, and parking office by actively engaging with customers to provide assistance with luggage and wheelchairs, locating lost vehicles, answering questions, giving directions, and maintaining safety and security requirements.
• Provide accurate information regarding flight activity, terminal layout, airport services, and amenities.
• Coordinate with airport staff, airlines, security, emergency personnel, and others, including a general understanding of the airport security program and federal requirements.
• Maintain a visible presence throughout terminals, curbside, and public areas.
• Monitor the terminal and garage environment and report unusual events, activities, or hazardous conditions.
• Assist with emergencies, including fire alarms, medical calls, and aircraft emergencies.
• Operate fixed and/or mobile parking garage monitoring stations to assist patrons with entry, exit, payment, and wayfinding.
• Leverage technologies such as automated fee computers, self-service kiosks, license plate recognition, intercoms, and video systems to process transactions, resolve issues, provide customer support, and coordinate escorts.
• Be knowledgeable of airport facilities, terminal and fire exits, evacuation routes, and other airport buildings; submit work orders and documentation as required.
• Patrol assigned areas, identify and report vehicle parking violations (e.g., parking in front of fire hydrants, restricted areas, ADA-designated spots, abandoned vehicles).
• Assist with monitoring vehicles in the parking garage, including directing vehicles to off-premises parking when directed.
• Monitor airline arrival and departure schedules.
• Maintain the “Lost and Found” program by receiving, logging, storing, and assisting customers with retrieving items; update the lost and found database.
• Communicate information regarding ground transportation access and availability, including knowledge of the City of Burlington Vehicle for Hire Ordinance.
• Inspect parking access revenue control system equipment and respond to reported problems (e.g., refilling ticket paper, reattaching gate arms, power cycling machines).
• Assist the Working Foreperson and/or airport managers with advanced repairs, including parts replacement, contacting third-party vendors, and coordinating with airport IT.
• Assist the Working Foreperson with maintaining accurate reports of vehicle capacity in the garage.
• Communicate and cooperate on security and customer service matters as appropriate.
• Assist with snow removal and other events, including shoveling and salting sidewalks and crosswalks to maintain safe areas.
• Assist with on- and off-airport events, including event safety and security, crowd and traffic control, installation of temporary fencing and signage, and general set-up and breakdown.
• Maintain a clean environment throughout the airport, including sweeping debris, coordinating trash removal, and handling/disposal of biohazard materials using proper tools and PPE.
• Maintain and enhance positive public relations by responding promptly to complaints and inquiries.
• Assist with miscellaneous tasks, including escorting visitors throughout the airport and/or in Security Identification Areas (SIDA).
• Enforce airport rules and regulations and City Ordinances relating to ground transportation, traffic flow, and parking, including directing traffic.
• Follow procedures for staffing concourse security exit lanes in accordance with federally approved airport security procedures (ASP).
• Observe, report, and follow procedures related to safety, security, and operational concerns.
• Collect luggage carts and wheelchairs regularly throughout the day.
• Perform Ground Transportation duties such as permit distribution, including collection and recording of payment and paperwork filing.
• Perform all duties in compliance with airport policies, customer service standards, and applicable regulations.
• Perform other duties as required.

Requirements

• Ability to actively support City diversity, equity, and cultural competency efforts and work effectively across diverse cultures and constituencies.
• Demonstrated commitment to diversity, equity, and inclusion through ongoing training and professional development.
• High school diploma or equivalent and a minimum of two years’ experience working in a public service capacity (or equivalent combination of education and experience). Airport or security experience preferred.
• Must possess a valid driver’s license and pass an MVR check.
• Must complete in-house training and acquire skills to operate airport vehicles safely and professionally.
• General understanding of airport security regulations.
• Ability to stand for several hours at a time and work extended periods in all weather conditions.
• Ability to follow written and verbal instructions and communicate clearly and professionally both orally and in writing.
• Ability to process monetary transactions and apply basic math skills.
• Ability to work weekends, nights, and holidays as required, with potential shift changes.
• Ability to interact courteously and professionally with the general public, staff, supervisors, contractors, and customers from diverse backgrounds.
• Ability to maintain a professional demeanor in confrontational or stressful situations.
• Professional appearance with a friendly, approachable demeanor.
• Punctuality and regular attendance are essential to meeting job expectations.
• Ability to understand and comply with City standards, safety rules, and personnel policies.
• Ability to obtain and retain a Patrick Leahy Burlington International Airport Secured Area ID badge (SIDA), including a 10-year fingerprint-based criminal history records check, security threat assessment, and written exam.
• Ability to work in a modern office environment and use computer hardware and software, tablets, and phones.
• Ability to properly use equipment including department phones and two-way handheld radios capable of tuning into Airport frequencies.

Schedule

Full-time position, 4:00 PM to 12:00 AM, Friday through Tuesday.

Pay

$24.02 per hour.