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Job Description
Minimum Qualifications
Graduation from an accredited high school or equivalent, plus two (2) years of experience in customer experience, engagement, and conflict management or resolution.
Licenses and Certifications Required:
None.
Notes to Applicants
The purpose of the Guest Services Specialist position is to assist passengers, provide information to airport customers and the public, and support excellent customer experience and engagement at Austin-Bergstrom International Airport ( AUS ). This position is also responsible for providing crowd management and assistance.
The Guest Services Specialist position is located in and around the airport terminal. The areas are within the non-secured & secured areas of the concourse and in baggage claim including, but not limited to the Visitor Information Centers, podiums, customs, checkpoints and roaming throughout the airport terminal.
Duties consist of greeting customers, directing customers to correct ticket counter, checkpoint, gate, baggage carousel; responding to inquiries; providing directions/information on accessing airport services and amenities; crowd management and queuing assistance; providing guidance and assist with volunteers; assist with special projects, events and requests as needed; and other duties as assigned.
ASSESSMENT
A skills assessment may be required for this position.
APPLICATION INFORMATION- 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.
- Please list your complete employment history, to include all job duties, responsibilities and employment dates on your online application.
- The application is an official document; incomplete applications will not be considered (i.e., “see resume” or “see LinkedIn profile”).
- Resumes will not be used to qualify for the position and will not be used to recommend salary.
- Supplemental information or changes to your application will not be accepted after the job posting closes.
- The responses to the supplemental questions inquiring about experience should be reflected on your application.
VETERAN
Veteran candidates will be required to provide a copy of their DD214 at the time of interview.
ESSENTIAL PERSONNEL
This position is categorized as 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.
CRIMINAL HISTORY BACKGROUND CHECK
The top candidate will be subject to a minimum 10 year criminal background check and security threat assessment.
GOOD STANDING - DEPARTMENT / DIVISION EMPLOYEES
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.
ON- CALL / CALL BACK RESPONSIBILITIES
Position may require on-call or call back responsibilities.
WORK HOURS
Shift may change according to departmental needs; work hours may include after hours, holidays, and weekend work.
DEPARTMENT MAY CLOSE THIS JOB POSTING AT ANY TIME AFTER 7 DAYS .
Pay Range
$23.44 - $26.83
Hours
Core Hours:
Sunday - Wednesday; 11 a.m. - 10:00 p.m.
Hours may change depending on departmental needs.
Work hours may include after-hours, holidays, and weekend work.
Job Close Date 10/09/2024 Type of Posting Division Only Department Aviation Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location Austin Bergstrom International Airport Preferred Qualifications 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.
Provides customer service to the public, tenants, concessionaires, and other stakeholders; assists senior-level personnel with events to ensure a first-class customer service experience. Responds to inquiries, requests for information, passenger tracking, and other available customer service resources; utilizes a variety of technology devices to assist customers with information requests. Performs conflict management and resolution; works to resolve issues quickly and effectively. Ensures the efficiency of passenger travel by monitoring the flow of passengers through the terminal areas and the Transportation Security Administration ( TSA ) Security checkpoint line queues. Provides effective, crowd management in the domestic terminal areas by utilizing various methods for managing crowds. Assists with providing all customers and passengers with customer engagement efforts upon request; participates on AUS teams and initiatives. Attends training, airport briefings and meetings; stays abreast of all airport services and amenities, builds and maintains relationships, performs administrative related duties. Acts as shelter representative for all customers in emergency situations. Monitors airport terminal and concourse areas for conditions that compromise safety, security, and efficiency and reports issues to the appropriate authority.
Responsibilities- Supervision and/or Leadership Exercised:
May train others.
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 customer relations techniques and practices.
- Knowledge of conflict management and resolution.
- Skill in oral and written communication.
- Skill in handling multiple tasks and prioritizing.
- Skill in using computers and related software.
- Skill in planning and organizing.
- Skill in handling conflict and uncertain situations.
- Ability to work with frequent interruptions and changes in priorities.
- Ability to work independently or in a group.
- Ability to establish and maintain effective communication and working relationships with City employees, stakeholders, and the public.
- Ability to work in stressful situations because of human behavior, time and/or operational constraints, emergency situations, and multiple simultaneous demands and task.
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.
Supplemental Questions
Required fields are indicated with an asterisk (*).
* The minimum qualifications for the Guest Services Specialist position are: Graduation from an accredited high school or equivalent, plus two (2) years of experience in customer experience, engagement, and conflict management or resolution. Do you meet these minimum qualifications?- Yes
- No
- Yes
- No
- I acknowledge and understand this position requires a 10-year Criminal Background Investigation and security threat assessment
Optional & Required Documents
Required Documents Optional Documents -
ABOUT THE COMPANY
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City of Austin
Show moreThe City of Austin
This vibrant and dynamic city tops many lists for business, entertainment, and quality of life. One of the country’s most popular, high-profile “green” and culturally rich cities, Austin was recently selected the number one Best Place to Live in the U.S. (U.S. News & World Report). In 2016, Forbes named Austin the city most likely to prosper over the next decade on their America’s Cities of the Future list, and the City of Austin ranked in the top ten on the Forbes list of America’s Best Employers for 2017.
Austin continues to lead with its vision of being the Most Livable City in the Country, emerging as a player on the international scene with such events as SXSW, Austin City Limits, Formula 1, and being home to companies such as Apple, Samsung, Dell, and Ascension Seton Healthcare. From the home of state government and the University of Texas to the Live Music Capital of the World and its growth as a film center, Austin has gained worldwide attention as a hub for education, business, health, and sustainability.
The City offers a wide range of events, from music concerts, food festivals, and sports competitions to museum displays, exhibits, and family fun. Austin is also home to a wonderful ballet, world-class museums, one-of-a-kind shopping, and beautiful outdoor spaces. You can just as easily spend your morning paddling the lake as you can strolling through a celebrated history museum.
Located at the edge of the Texas Hill Country—rolling terrain of limestone bluffs, springs, rivers, and lakes—Austin’s temperate climate is ideal for year-round jogging, cycling, hiking on the City’s many trails, or swimming at Barton Springs or one of the area’s many other swimming holes.
There are a number of excellent golf courses in the area as well as recreational opportunities for rowing, kayaking, canoeing, camping, rock climbing, disc golf, mountain biking, fishing, and more. Austin truly has something to offer for everyone.
City Government
The City of Austin is a progressive, full-service municipal organization operating under the Council-Manager form of government. Austin has a 10-1 council system with an at-large Mayor and Council Members that represent ten districts. The Mayor and Council Members may serve in their respective seats for four years with a maximum of two consecutive terms.
The City Council appoints the City Manager who is the chief administrative and executive officer of the City. The City Manager is responsible for guiding and directing day-to-day operations, as well as providing strategic research, recommendations, and management leadership to the City Council on the city budget, programs, policies, and services. The City Manager implements the organization’s administrative responsibilities with a strong team of Assistant City Managers and department executives. Supported by a staff of more than 14,000 and a budget of $4.1 billion, the City Manager and staff deliver a broad range of services to the citizens of Austin.
The City Council and City Manager of Austin are committed to the mission of delivering the highest quality, cost-effective services. Austin is a beacon of sustainability, social equity, and economic opportunity; where diversity and creativity are celebrated; where community needs and values are recognized; where leadership comes from its community members, and where the necessities of life are affordable and accessible to all.
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