POSITION OVERVIEWApplications will be accepted from: ALL PERSONS INTERESTED Division/ Section: Terminal Management /Customer Service- IAHWorkdays & Hours: Various Work Schedule: *Shift work, including rotation, weekends, and holidays (subject to change).
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS Terminal Management exists to deliver a 5-star experience for all passengers traveling 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 Terminal Management's responsibility includes aesthetic appearance, functional condition of airport facilities and amenities, operational readiness, and terminal ambiance. Terminal Management is the primary liaison with airlines, federal agencies and any Guest facing service provider at the airports as well as with Skytrax, an organization that rates airlines and airports worldwide and is the inspiration for the Houston Airport System's mission of becoming a 5-star global air service gateway where the magic of flight is celebrated.
The purpose of the position is to provide a 5-star experience to all passengers by leading a team of customer service professionals ensuring the safe and seamless flow of passengers providing the highest level of customer satisfaction and operational readiness. Supervises communications and work tasks relating but not limited to Terminal Management Customer Service, Quality Assurance, Operational Readiness, International Operations, Information Counters, and Lost and Found.
"Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required."The Airport Operations Supervisor -International (Customer Service) duties will include but are not limited to:
- Supervises day-to-day operational activities to include providing directions, processing passengers through the terminal, gate planning and scheduling, and baggage system maintenance.
- Daily evaluation and inspection of assigned facilities. Coordinate maintenance activities with contractors and Houston Airport’s maintenance sections to ensure operational integrity. Schedules, assigns work, trains, and evaluates Customer Services employees
- Assumes the role and responsibility of the Division Manager during his/her absence.
- Promotes collaboration and values passenger, business partner and team member input to improve the overall 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 and develops a safe, secure, and healthy environment for internal and external customers through the Safety Management System (SMS) program
- Administers business unit policies, procedures and enforces regulatory compliance relative to customer services operational activities.
- Supports the Customer Service business unit fiscal year budget goals.
- Coordinates special events, facilitation of dignitaries and VIPs.
- Represents the department by giving both written and oral presentations to department heads and the public.
- Performs other duties as assigned.
WORKING CONDITIONS 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.
MINIMUM REQUIREMENTSEDUCATIONAL 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 Four years of progressively responsible experience in airport operations, customer service or closely related to the activities of the section are required, with at least two of the four years in a senior/lead capacity.
LICENSE REQUIREMENTS Requires a valid Class C Texas driver’s license and compliance with the City of Houston’s policy on driving (AP 2-2).
Must be able to pass a criminal background check and obtain and maintain federally mandated security clearances for working at an airport.
PREFERENCES ****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.**** PREFERENCES Preference will be given to applicants with 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.
GENERAL INFORMATIONSELECTION/SKILLS TESTS REQUIRE The selection process will involve application review and/or interview. Department may administer skills assessment test.
SAFETY IMPACT POSITION YES
YES - If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.
This is a Tier I designated position essential for continued operation of critical airport functions. Employees in this position are required to report to work unless otherwise directed and must be immediately available.
PAY GRADE 23SALARY 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 PROCEDURESOnly 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 281-233-1858 (TTY 7-1-1).
If you need login assistance or technical support call 855-524-5627.
All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.
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. Applicants are encouraged to attach a cover letter and resume along with their completed application when applying.
All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.For further information pertaining to the Houston Airport System, please visit: https://www.youtube.com/watch?v=EDWLV_sJFoM .
EOE Equal Opportunity EmployerThe 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.The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan.
Benefits include:
• Medical
• Dental
• Vision
• Wellness
• Life insurance
• Long-term disability
• Retirement pension
• 457 deferred compensation plan
• Employee Assistance Program
• 10 days of vacation each year
• 11 city holidays, plus one floating holiday
• Flexible schedules
• Professional development opportunities
• Transportation/parking plan
• Section 125 pretax deductions
• Dependent Care Reimbursement Plan
• Healthcare Flexible Spending Account
For plan details, visit http://www.houstontx.gov/hr/benefits.html
Closing Date/Time: 8/15/2024 11:59 PM Central
