Senior Airport Services Representative-International (Bi-Lingual)

Applications will be accepted from: All Persons Interested
Division/ Section: Bush Intercontinental/ Terminal Management, - International Services
Workdays & Hours: Shift work, including rotation, weekends, and holidays (subject to change).
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
The International Services Team strives to firmly establish the airport as a 5-Star organization by engaging talented airport professionals who embrace the core values of the Houston Airport System. Our mission is to ensure a friendly, safe, and efficient operating environment by maintaining strict compliance with federal, state and local government regulations while providing the highest levels of customer service for all passengers, visitors, tenants and employees through training, expertise and personal dedication.
International Services strives to provide assistance to all international arriving customers processing through the Federal Inspection process and manages all common use facilities with our primary focus of maintaining compliance with all federal, state and local rules and regulations pertaining to the airport. The International Services team serves a wide scope of internal and external customers including the traveling public, airlines, commercial transportation providers, regulatory agencies, tenants, contractors, City departments and Houston Airport Systems cost centers.
The purpose of the Senior Airport Service Representative is to motivate and aide the Airport Service Representatives in their development to provide a high level of customer service to international arriving customers, meeting parties, VIP’s and stakeholders. The Senior ASR will monitor performance while coaching and mentoring the ASRs to develop their skills in an ever-changing environment. The Senior ASR will prepare daily work schedules and ensure an adequate level of staffing is available to address a variety of operational needs. They will be familiar with all areas of the operation and set an example for high performance and excellence in customer care. The Senior ASR will be engaged in the study and development for process improvements and changes. "Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required."
The Senior Airport Services Representative duties will include but are not limited to:

• Inspect, report and schedule facility irregularities to ensure opening day fresh.
• Oversight of common use areas: Inspection of the baggage carousel, Ticket Counters etc.
• Facilitates International passenger’s departures and arrivals through the FIS in collaboration with CBP leadership and Stakeholders to exceed the department passenger processing goals.
• Supports the International Services Departmental fiscal year budget goals
• Uses multilingual skills, greets and assists international and domestic visitors and dignitaries such as presidents of foreign countries, consul representatives, international officials, and local, state and federal government representatives.
• Promotes collaboration and values passenger, business partner and team member input to improve the overall international passenger processing 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.
• Management of the baggage service office and working with stakeholders on computers system request for displaying information.
• Coordinates with Airlines and Customs Border Protection (CBP) to ensure passengers process through Federal Inspection Services Primary inspection area in an expeditious manner.
• Comply with departmental policies, procedures and enforces regulatory compliance relative to operational activities.
• Promotes a safe, secure and healthy environment for internal and external customers through the Safety Management System (SMS) program.

EDUCATIONAL 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.
EXPERIENCE REQUIREMENTS
Three years of experience using bilingual or multi-lingual skills a customer service environment and one year of experience assisting passengers in an airport environment are required.
DESIRED QUALIFICATIONS:

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

****Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.****
Preference will be given to candidates with operational experience in an airport environment, strong communication and analytical skills, and a passion for customer service. One year or more of experience using bilingual or multilingual skills in a customer service environment. Ability to look at deficiencies within the operation and come up with creative solutions to challenges is a plus. An in depth understanding of airports and passengers’ needs is highly preferred. Ability to communicate effectively and establish and maintain cooperative relationships with airport partners, peers, City and HAS officials and the public is preferred.

SELECTION/SKILLS TESTS REQUIRED
The selection process will involve application review and/or interview. Department may administer skills assessment test.
SAFETY IMPACT POSITION
YES - If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.
Pay Grade 17
SALARY INFORMATION
Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.
APPLICATION PROCEDURES
Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at: www.houstontx.gov.
To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call (281-233-1893).
If you need special services or accommodations, call (281-233-1893). (TTY 7-1-1)
If you need login assistance or technical support call 855-524-5627.
Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.
All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.
Applicants are encouraged to attach a cover letter and resume along with their completed application when applying. For further information pertaining to the Houston Airport System, please visit: https://www.youtube.com/watch?v=EDWLV_sJFoM
EOE Equal Opportunity Employer
The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.