Terminal Operations Lead
Government JobsEagle, CO, USjob_description.job_card.variable_days_ago
serp_jobs.job_preview.job_type
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job_description.job_card.job_descriptionEvaluates and responds to tenant and customer complaints; assures successful complaint resolution. Assists passengers directly with general inquiries, directions, amenities, and provides support for special needs. Monitors passenger flow and queue lines (e.g., security, check-in) and collaborates with relevant stakeholders to optimize efficiency and minimize wait times. Coordinates terminal and ramp operations with airlines and Airport Leadership to ensure a timely, comfortable, and efficient passenger experience. Monitors terminal building activities and coordinates terminal facilities work with airline station managers, TSA, federal agencies, and all other terminal tenants. Conducts regular walk-throughs and inspections of the terminal building to monitor cleanliness, safety, and functionality, identifying and reporting maintenance needs. Interprets and enforces lease agreements. Monitors industry trends as they relate to passenger service issues and facilities and works with the Airport Leadership to implement new programs and services. Independently manage the operational readiness of all gate computer systems, including but not limited to, boarding pass scanners, printers, and workstations. Provide frontline technical support and guidance to gate agents on common use systems and troubleshooting common issues, ensuring efficient and accurate use of the computers / printers. Monitors passenger flow and queue lines (e.g., security, check-in) and collaborates with relevant stakeholders to optimize efficiency and minimize wait times. Responds to and resolves immediate operational issues or disruptions within the terminal, such as equipment malfunctions or passenger incidents. Manages the Lost & Found process, including logging items, attempting to reunite items with owners, and coordinating with relevant departments. Maintains daily logs and prepares shift reports detailing operational activities, incidents, and resolutions. Participate in pre-shift briefings and post-shift debriefings with the Customer Service Ambassador team and tenants as needed. Assists with public events and outreach efforts Other duties as assigned. Minimum of 1 year of airline or airport supervisor or lead experience. Two years of progressively responsible airport or airline management experience, the equivalent knowledge, skills and abilities required to meet qualifications is preferred. Certification as a Ground Security Coordinator (GSC) and / or Complaint Resolution Official (CRO) is preferred. Must possess a valid Colorado Driver's License and a satisfactory driving record. Maintains consistent enthusiasm and patience for helping mentor, train, and support Customer Service Ambassador teammates. Provides advice and assistance to help others accomplish their work. Is reliable, punctual, and committed to the in-office, on-demand customer service nature of the airport Information Desk. Handles customer dissatisfaction in a tactful, clear and courteous manner; remains calm and focused in stressful and sometimes combative situations delivering excellent internal and external customer service Must possess strong interpersonal skills and the ability to interface and effectively communicate with Airport staff, tenants, airline professionals, governmental agencies and the general public. Solid knowledge of airport operations with special emphasis on airline operations, rental car operations, ground transportation operations, terminal TSA operations, terminal facilities and overall terminal operations. Proficient in the use of information technology, including email, web navigation and software such as Google Suite or Microsoft Office applications. Experience with Google Suite is preferred. Applies knowledge of departmental and local, state, and federal rules, regulations and emergency response procedures pertaining to terminal operations. Ability to make objective judgments, exercise authority when appropriate, resolve conflict, strong computer acumen. Ability to attend to details amid distractions and rapidly adjust to interruptions and changes. Ability to direct and oversee the work of others and evaluate performance. Makes well-reasoned and timely decisions based on careful, objective review and informed analysis of available considerations and factors. Considers the relative costs and benefits of potential actions to choose the most appropriate one. Ability to read, write, speak and understand Spanish and English would be helpful.
Terminal Operations Lead
The Terminal Operations Lead is responsible for coordinating and overseeing operations and direct customer service for the terminal facilities at Eagle County Regional Airport. They professionally communicate applicable laws and procedures, and recommend solutions to issues that arise. Trains and mentors new Customer Service Ambassadors and continues to support and assist those employees as needed to improve outcomes for the airport tenants and the traveling public. Acts as the primary point of contact for terminal operations in the manager's absence.
Schedule : 4x 10s - Friday, Saturday, Sunday, Monday- 0730-1830.
Applicants are encouraged to apply by September 11th, however, the job will be kept posted until filled.
Essential Functions
Leadership
- Coordinates the daily workflow of other team members on shift.
- Provides immediate leadership, ensuring a positive and productive work environment by modeling professionalism, teamwork, and service excellence.
- Mentors and trains new team members, sharing knowledge and best practices to enhance individual and team performance.
Terminal Operations & Customer Service
Outreach
Emergency Support Functions
May serve as an Emergency Support Function Lead during an emergency as well as during planning and preparedness activities. Provides subject matter information and support to the Emergency Operations Center Manager during an emergency as well as during planning and preparedness activities. Works various shifts within their designated Emergency Support Function during an emergency and participates in training and preparedness activities as directed by the Emergency Manager.
Qualifications
Education, Experience, Licensure, Certification, or Registration :
Knowledge, Skills and Abilities :
Working Conditions / Physical Requirements
This job is performed in a typical office environment setting part of the time. Job also entails interaction with staff, tenants, consultants, and contractors in different areas of the airport terminal building. Working schedule may vary in hours per day, or days of the week based on operational needs.
Must be available to work a consistent weekly schedule that includes Fridays, Saturdays, Sundays, and Mondays.
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Terminal • Eagle, CO, US
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