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Airport Guest Services Manager

Company

City of Austin
Address , Austin, 78704
Employment type FULL_TIME
Salary $36.95 - $47.12 an hour
Expires 2023-12-13
Posted at 8 months ago
Job Description
Position Information

Posting Title
Airport Guest Services Manager

Job Requisition Number
COA089765

Position Number
118655

Job Type
Full-Time

Division Name
Av - Guest Services

Minimum Qualifications
Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a field related to the job, plus five (5) years of professional-level customer service experience in a field related to the job, including two (2) years of experience in a supervisory/managerial capacity.

Licenses and Certifications Required:
None.

Notes to Applicants


Position Overview:
This position is responsible for planning, developing, and implementing key programs that enhance the airport guest experience.
Responsible for the development and oversight of the Airport Guest Services Program, the
Airport Ambassador Program and other community outreach programs that promote Austin-Bergstrom International Airport (AUS).

TRAVEL :
If you are selected for this position and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

ASSESSMENT :
A skills assessment will be required for this position.

ON- CALL / CALL BACK RESPONSIBILITIES :
Position may require on-call or call back responsibilities.

ESSENTIAL PERSONNEL :
This position is categorized as an Essential Personnel. Essential personnel are required to come to work during emergencies or bad weather at the airport if they are scheduled to work and in some cases when they are not scheduled.

APPLICATION INFORMATION :
  • Please list your complete employment history, to include all job duties, responsibilities, and employment dates on your online application.
  • The responses to the supplemental questions inquiring about experience should be reflected on your application.
  • Supplemental information or changes to your application will not be accepted after the job posting closes.
  • Resumes will not be used to qualify for the position and will not be used to recommend salary.
  • A detailed and complete employment application is required to help us better evaluate your qualifications and will be used to determine salary if you are selected for this position.
  • The application is an official document; incomplete applications will not be considered (i.e., “see resume” or “see LinkedIn profile”).

VETERAN :
Veteran candidates will be required to provide a copy of their DD214 at the time of interview.

CRIMINAL HISTORY BACKGROUND CHECK :
Top candidate will be subject to a minimum 10-year criminal background check and security threat assessment.

GOOD STANDING – DEPARTMENT / DIVISION POSTINGS :
Employees in Good Standing who are candidates within the department/division that the position resides in and who meet the minimum and preferred qualifications (if any) of the position will be included in the initial interview. Department/division employees must remain in Good Standing through the Top Candidate Selection phase, at which time the Good Standing status will be re-verified.

LANGUAGE :
Must have the ability to read, write, and fluently speak in English.

OVERTIME :
Overtime may be required with or without notice.
WORK HOURS :
Shift may change according to departmental needs. Work hours may include after hours, holidays, and weekend work

DEPARTMENT MAY CLOSE THE JOB POSTING AT ANY TIME AFTER 7 DAYS

Pay Range
$36.95 – $47.12

Hours
Various Shifts: Days and times based on operational needs.

Hours may change depending on departmental needs.
Work hours include after-hours, holidays, and weekend work.

Job Close Date
08/29/2023

Type of Posting
External

Department
Aviation

Regular/Temporary
Regular

Grant Funded or Pooled Position
Not Applicable

Category
Professional

Location
Austin - Bergstrom International Airport

Preferred Qualifications
  • Experience balancing multiple competing priorities, demonstrating sound judgment, and utilizing decision-making skills necessary to manage operational and emergency situations.
  • Ability to travel to more than one work location.
  • Experience coordinating daily guest services, hospitality and community outreach programs in a high operational tempo environment.
  • Experience in airport or airline customer or guest services in a medium or large hub airport.

Duties, Functions and Responsibilities
Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

  • Leads the development, implementation, and evaluation of programs and activities related to the customer experience at ABIA.
  • Leads the day-to-day operations of the Guest Services and Airport Ambassador Programs.
  • Establishes leadership and overall direction of the Airport Guest Services programs.
  • Develops and enhances the Volunteer Ambassador Program.
  • Maintains collaborative and productive relationships with department staff, airlines and tenants, representatives of the business community, civic organizations, and other groups relevant to ABIA business.
  • Collaborates with US Customs and Border Protection, Airport Operations, and other divisions to enhance the international arrival experience for passengers.
  • Tracks, analyzes, reports, and handles all guest compliments and complaints.
  • Leads the Airport Guest Services Committee.
  • Collaborates with ABIA management and stakeholders to enhance guest experience.
  • Establishes Guest Services goals, objectives, and strategies; and develops supporting action plans and key performance indicators to track progress.
  • Researches, analyzes, and recommends emerging industry trends and industry best practices to ABIA management.


Responsibilities- Supervision and/or Leadership Exercised:
Responsible for full range of supervisory activities including selecting, training, evaluation, counseling, and recommendation for dismissal.

Knowledge, Skills and Abilities
Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

  • Knowledge of leadership, supervisory, and/or managerial techniques and practices.


  • Knowledge of business strategies, objectives, planning, development, and management processes; and process improvement.

  • Knowledge of performance measures principals.

  • Knowledge of applicable Federal, State, Local, and City of Austin statutes, ordinances, and codes.

  • Knowledge of research methodologies and cost/benefit analysis.

  • Skill in handling conflict resolution.

  • Skill in effective oral and written communications and presentations.

  • Skill in project management methods.

  • Skill in utilizing interpersonal skills for engaging all stakeholders and facilitating meetings with different/various groups.

  • Ability to work independently and with teams.

  • Ability to work with frequent interruptions and changes in priorities.

  • Ability to understand, interpret, and apply detailed and complex information.

  • Ability to manage implementation of recommendations.

  • Ability to develop, evaluate, and present plans and proposals.

  • Ability to gather, compile, and interpret industry data/trends.

  • Ability to effectively direct, plan, and set priorities, and assign work to staff and/or others to include management of multiple projects, programs, tasks, resources, and timelines.


Criminal Background Investigation
This position has been approved for a Criminal Background Investigation.

EEO/ADA
City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

Information For City Employees: If you are an employee within
the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.