| Purpose: |
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Under general supervision, this position is responsible for supervising the Airport Guest Services, the Airport Ambassador Program, and other community outreach programs that promote Austin Bergstrom International Airport and assist customers in obtaining and maintaining services. |
| Duties, Functions and Responsibilities: |
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Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
- Resolves customer conflicts and provides options to ensure guest satisfaction.
- Develops, revises, and implements standard operating practices, policies, and procedures for the division.
- Determines goals/objectives/resource requirements for activities within the division.
- Oversees Guest Services and Ambassador functions within the airport.
- Coordinates division activities with other divisions and Airport Stakeholders.
- Ensures all customer complaints are assigned and processed within set deadlines.
- Prepares summaries, performance measures, data, and reports for management review.
- Plans, develops, implements, and conducts on-going education and training programs.
- Coordinates, implements, monitors, and evaluates programs' effectiveness and implements improvement strategies.
- Reviews, evaluates, and coordinates the work and activities of staff and volunteers.
- Investigates and responds to inquiries from the public, stakeholders, and/or departments.
- Coordinates and collaborates with stakeholders in administering various guest services programs.
- Represents the organization at professional associations meetings.
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| Responsibilities - Supervisor and/or Leadership Exercised: |
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Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.
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| Knowledge, Skills, and Abilities: |
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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 supervisory and managerial techniques and principles.
- Knowledge of City practices, policies, and procedures.
- Skill in oral and written communication.
- Skill in using computers and related software.
- Skill in data analysis and problem solving.
- Skill in planning and organizing.
- Skill in handling multiple tasks and prioritizing.
- Ability to work with frequent interruptions and changes in priorities.
- Ability to establish and maintain good working relationships with City employees and the public.
- Ability to understand, interpret, and apply detailed and complex information.
- 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.
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| Minimum Qualifications: |
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- Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a field related to the job, plus three (3) years of experience providing customer service, including one (1) year of experience which was in a lead or supervisory capacity.
- Experience may substitute for education up to a maximum of four (4) years.
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| Licenses and Certifications Required: |
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None.
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