Job Overview

GENERAL SUMMARY:

Under general direction of the Terminal Experience Manager, supervises the activities of Airport Customer Experience Specialists (ACES), volunteers, and contractors.  Serves as a liaison between the customer experience department and contractors, tenants, and other Airport departments. 

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Supervises employees, volunteers, contractors and coordinates assigned shifts. Provides one on one training to new employees, volunteers and contractors in actual terminal work environment.
• Helps develop contract specifications, coordinates and monitors contract activities. 
• Reviews procedures and resolves problems with any issue inside and around the terminal.
• Maintains daily log of events; receives and processes reports of problems and unusual incidents; delivers lost items to designated location.
• Coordinates customer engagement, interaction and support.  Including, but not limited to, monitoring daily routine operation environment to optimize customer experience and deploy resources as needed to maintain standards and a positive experience throughout the terminal.
• Addresses and resolves customer complaints and concerns; assists customers with special needs.
• Utilizes the daily plan and forecast to assign the appropriate staff and volunteers to the right locations at the right time.
• Supports the Emergency Operations Center or Mobile Command Post as needed.
• Executes the overnight service recovery plan and next day clean up.
• Organizes and maintains administrative files to include schedules, shifts, bids, training, and any other file retention documents.
• Confers with Customer Programs Coordinator on programs and policies.
•  Responsible for briefing other Terminal Experience Supervisors regarding shift status to ensure appropriate coverage of terminals.
• Interview, selects, trains, develops, recognizes, disciplines, and evaluates performance of employees and volunteers. Couches and motivates employees of varying job skills and levels; ensures focus on the customer experience and goals of the business unit.
• Spends a minimum of 90% of each day in the terminals, unless otherwise approved by the Terminal Experience Manager. Conducts daily inspection of all terminal areas and takes appropriate action when standards are not being met.
• Maintains, issues, and tracks equipment, uniforms, and DFW materials issued to employees and/or volunteers; stocks podiums, booths, and kiosk with required materials. Control supply inventories and equipment and distributes them as necessary.
• Evaluates the effectiveness and implementation of contractors’ quality control systems.
• Monitors, documents, and reports and follows through on all issues to ensure custodial, maintenance, comfort, and ambiance standards are maintained within the terminals.
• Reviews invoices and other documents to ensure accuracy and completion of work.
• Supports all terminals including but not limited to the following: USO, Skylink, Special events, VIP’s, Meet and Greet, Media events, Tours, Military service support, contractors, concessions, etc.

MINIMUM REQUIREMENTS:

• Completion of high school curriculum or equivalent
• Three (3) years of experience in a position requiring extensive public contact.
• Possession of a valid Class C driver’s license.
• Any combination of education and/or experience may be substituted for the above.

SPECIAL REQUIREMENTS:

• This is a designated safety sensitive position as defined in the Drug and Alcohol Policy of the Airport Administrative Policy and Procedure.  Applicants selected for this position will be required to pass a drug screening test prior to employment and to submit to drug screening on a random basis during the length of their employment in the safety sensitive position.
• Must obtain a Security Identification Display Area (SIDA) Airport Identification/Access Badge (badge) in accordance with Department of Homeland Security Transportation Security Administration (TSA) requirements in Chapter 49 of the Code of Federal Regulations Part 1500 et. Al. and DFW Airport’s Airport Security Program within thirty (30) days from date of employment and maintain qualification for a SIDA badge upon each badge renewal.
• Ability to obtain Department of Homeland Security Customs and Border Protection (CBP) security access clearance within thirty (30) days from date of employment and maintain qualification for CBP security access clearance upon each CBP security access renewal.
• This is a designated essential employee position as defined in the Categories and Classifications of Employees Policy of the Airport Administrative Policy and Procedure.  This is defined as an employee whose attendance is required to maintain airport operations during an emergency or inclement weather situation.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Knowledge of the Airport Board organization and functions.
• Knowledge of modern office practices, procedures, systems, and equipment.
• Ability to work hours determined by shift assignments.
• Ability to operate a personal computer, smartphones, iPads, etc.
• Ability to supervise the work of others.
• Ability to plan and organize.
• Ability to communicate pleasantly and effectively.
• Ability to establish and maintain close, friendly, and confidential working relationships with volunteers.
• Ability to work under distractions and to think and act quickly in emergencies.
• Ability to maintain effective and harmonious internal and external working relationships with other sections and departments.
• Ability to work independently without constant supervision.
• Ability to lift and carry 50lbs.
• Ability to maintain effective working relationships
• Ability to work hours determined by shift assignment

DESIRABLE:

• Airport Operational experience
• Experience working in customer/passenger service in airline industry
• Ability to speak a second language, in addition to English.
• Experience in volunteering and/or working with volunteers of all ages and cultures.
• College coursework

EFFORTS:

• Works in and around office environment and around Airport terminals.
• Stands and/or walks for extended periods of time.
• Reacts calmly, quickly and logically in emergency situations; works hours in excess of normal shift during emergencies and semi-annual Program events.
• Uses reasoning in problem solving.
• Communicates by telephone, computer, two-way radio, in writing, and in person.
• Drives to locations on and off the Airport property.

About Us

We are Dallas Fort Worth International (DFW) Airport-one of the most successful airports in the world by any definition. We are recognized for our innovation, leadership, drive for excellence and talented employees.

Our success is made possible because of the diverse talents of over 2,100 employees who champion our mission of providing an exceptional airport experience to our customers and connect our community to the world. We are looking for the best talent to join us and help reimagine what an airport can be.

Bring your talents to DFW. Live and work with purpose.