City of Austin - JOB DESCRIPTION

Airport Guest Services Officer

Under general direction, this position is responsible for providing vision, planning, leadership, strategic direction and oversight of the Airport Guest Services Programs, and airport-wide strategies to improve the customer experience at Austin-Bergstrom International Airport (AUS). This position is responsible for delivering an elevated customer experience and cohesive brand identity for AUS.

1. Develops annual and multi-year work plans and strategies to meet the airport’s operational needs.
2. Develops and directs the implementation of goals, objectives, policies, procedures, and work standards to support the airport strategic plan.
3. Establishes clear service standards, ensures ongoing customer service training, and formalizes airport-wide stakeholder engagement.
4. Directs airport customer service operations to ensure compliance with Federal aviation regulations, policies, procedures, and delivery of quality customer and operational services.
5. Makes recommendations on construction, alterations, and maintenance activities at the airport facilities, as it involves the customer experience.
6. Provides oversight of the Airport Guest Services Program, the Airport Ambassador Program, and other community outreach programs that promote AUS.
7. Reviews, approves, and implements recommended changes to plans and leads the development of process and operational improvements.
8. Resolves sensitive, controversial issues by making decisions that are inclusive of multiple perspectives.
9. Represents AUS interest in Aviation, technical factors, governmental and regulatory agencies, Boards and Commissions, City Council Committees, City Council, and other related oversight agencies and AUS stakeholders.

Responsible for the full range of management and supervisory activities: selection, training, evaluation, counseling, and recommendation for dismissal.

• Knowledge of Airport Standards and quality measurement tools.
• Knowledge of facilities within the airport sufficient to be able to manage customer experience, operations, and emergency events.
• Knowledge of airport operations sufficient to be able to direct, manage, and control customer experience.
• Knowledge of the National Incident Management Systems to work with other agencies/departments during all airport emergencies.
• Knowledge of the simultaneous use of several radio frequencies sufficient to be able to provide and receive information from airport, FAA, airline, and other personnel.
• Knowledge of management principles related to municipal project or program activities.
• Knowledge of reporting concepts, budgeting, purchasing, and preferred business practices.
• Skill in effective oral and written communications.
• Skill in handling multiple tasks and prioritizing.
• Skill in handling conflict and uncertain situations.
• Skill in data analysis and problem solving.
• Ability to manage public relations and use media to facilitate information to the public.
• Ability to communicate positively and effectively with elected officials; AUS leadership; Local, State, and Federal representatives; contractors; tenants; media representatives; foreign and domestic dignitaries; passengers; and members of the public from widely diverse cultural and socio-economic backgrounds.
• Ability to work with frequent interruptions and changes in priorities.

• Graduation with Bachelor’s degree from an accredited college or university with major coursework in Aviation Management, Public or Business Administration, or a field related to the job, plus six (6) years of experience in a field related to the job, including two (2) years of experience which were in a supervisory or management capacity.
• Any combination of education and/or work experience will substitute for the minimum qualifications.