Senior Airport Services Representative

About the role

The purpose of International Services is to deliver a 5-star experience for all passengers travelling through Houston’s airports. This experience includes all Guest facing services from the time a passenger enters the airport facility to the time they depart on an aircraft and vice versa. The scope of International Services responsibility includes aesthetic appearance, functional condition of airport facilities and amenities, operational readiness, and terminal ambiance.

The Senior Airport Service Representative is to provide a 5-star experience to all passengers by inspecting all facilities, amenities, and processes to ensure the safe and seamless flow of passengers to obtain the highest level of customer satisfaction and guarantee operational readiness.

Responsibilities

• Provides mentoring and coaching to team members to meet organizational goals.
• Oversight of common use areas and quantity assurance inspections of the terminal facilities and identifies and anticipates operational concerns and initiates corrective action.
• Inspect, report and schedule facility irregularities to ensure opening day fresh.
• Provide support roles to our airport stakeholders during times irregular airport operations (IROP), flight diversions, conveyance systems failures, passenger crowd control and other emergency situations.
• Provide support for special events, facilitation and escorts of dignitaries, heads of state, and other VIPs to/from passenger curb to departure gate.
• Responsible for all aspects of the customer experience; seek win-win solutions and corrective actions to ensure the airport is five-star quality.
• Observes and reports tenant and airline activities to ensure compliance with airport leases, contracts, standards, and policies/procedures.
• Meets and communicates with airline, tenant and airport personnel and resolves problems with airport customers and tenants.
• Promotes collaboration and values passenger, business partner and team member input to improve the passenger experience and make the passengers happy.
• Responsible for all aspects of the customer experience including information booth coverage and lost and found to seek solutions and corrective actions to ensure the airport is five-star quality.
• Promotes a safe, secure, and healthy environment for internal and external customers through the Safety Management System (SMS) program.
• Comply with departmental policies, procedures and enforces regulatory compliance relative to operational activities.
• Contributes to the team effort by performing other related duties as needed.

Requirements

• Requires a Bachelor’s Degree, preferably in Hospitality Management, Aviation Management, Business or related fields.
• Directly related professional experience in airport operations or customer service above the required years of experience may be substituted for the above education requirement on a year-for-year basis.
• Three years of experience in a customer service environment and one year of experience assisting passengers in an airport environment are required.
• Requires a valid Class C Texas driver’s license and compliance with the City of Houston’s policy on driving (AP 2-2).
• Candidates must be able to obtain all security required badge access including Custom Border Patrol access within 6 months from the hire date.

Preferences

• Preference will be given to applicants with the ability to read, write, speak, and translate English and foreign language to answer customer inquiries and review documents.
• Operational experience in an airport environment.
• Strong communication and analytical skills.
• A passion for customer service.
• Ability to look at deficiencies within the operation and come up with creative solutions to challenges.
• An in depth understanding of airports and passengers’ needs.
• Ability to communicate effectively and establish and maintain cooperative relationships with airport partners, peers, City and HAS officials and the general public.

Work Environment

Work consists of standard procedures and tasks where moderate to complex analytic ability is required in following regulations, guidelines, policies and procedures. The position routinely requires lifting of moderately heavy items, such as barricades, construction cones or equipment (up to 50 pounds) and/or very long periods of walking on rough surfaces on a routine basis.

There are routine discomforts from exposure to moderate heat, cold, moisture/wetness and unpleasant air conditions. The position may involve routine exposure to soiled materials and light chemical substances such as paints and cleaning solutions.

Requires the ability to make coordinated eye/hand movements within fairly fine tolerance and/or calibration demands; or the ability to make closely coordinated eye/hand movements on a patterned response space within moderate tolerance demands.

Pay

Pay Grade 17. Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.

Schedule

Shift work, including rotation, weekends, and holidays (subject to change).