Guest Assistant

Location : DFW Airport, TX

Working Hours : Rotational

GENERAL SUMMARY

Under general supervision of the Parking Guest Contract Services Supervisor, provides front-line oversight of contract service quality and routine daily operational matters on the assigned

shift. Provides front-line oversight of service quality for Valet Parking Concessionaire, off airport self-park and off airport valet permittee compliance with respective Concessions Agreement or Permit.

PRINCIPAL DUTIES AND RESPONSIBILITIES

• 1. Oversees contract bussing operations, Valet Parking concessionaire and permittee operations and ensures compliance with service quality standards and contractual obligations.
• 2. Maintains a daily log of events; receives and processes reports of problems involving inoperative equipment; collects and inputs data electronically including, but not limited to, vehicle cleanliness, headways, accidents, complaints, and vehicle counts...
• 3. Interacts with and provides information and assistance to guests and employees. Records guest complaints and concerns.
• 4. Evaluates performance of operator or concessionaire contract obligations.
• 5. Monitors two-way radio communications for oversight of contractor's operations.
• 6. Coordinates the exchange of information and problem resolution among contract operators, valet concessionaires, permittees, and other Airport departments.
• 7. Tracks and uses bussing and valet metrics to assess performance and recommend solutions.
• 8. Facilitates communication and coordination of contractor response to aircraft disasters, severe weather events, and other emergencies.
• 9. Performs regular inspections of surrounding areas to identify maintenance, appearance, and cleanliness issues that are inconsistent with standards.

Reports issues and tracks them through resolution.

• 10. Conducts periodic physical inventory of Board equipment including vehicles, two-way radios, etc.
• 11. Recommends operational solutions when issues of weather, traffic, or construction arise.
• 12. Accurately records data and information in appropriate databases. Follows up with open and pending tasks.
• 13. Applies good judgment to appropriately allocate resources (e.g., team distribution, staff vehicles, winter weather supplies, emergency supplies) and responds to situations.
• 14. Works closely with team members to distribute assignments and collectively accomplish all shift tasks. Follows up on open and pending tasks from prior shift and communicates updates to the team.
• 15. Analyses data and tracks trends, including contractor service performance and other data important to administration of the operation.
• 16. Reviews and tracks invoices and payments.
• 17. Participates in regular meetings with peers and leadership.
• 18. Participates on projects within the department and with other Airport departments.
• 19. Assist Guest Service Specialists with bussing operations when required, including driving cutaway style vans or fleet buses with appropriate license and training.
• 20. Other duties as assigned.

MINIMUM REQUIREMENTS

• Completion of high school curriculum or equivalent.
• Two (2) years of experience in guest service.
• Possession of a valid Class C driver's license.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of modern office practices, procedures, systems, and equipment.
• Proficiency with Microsoft Office products
• Ability to operate modern office equipment including personal computer, telephone, iPad or tablet device, and copier. Use of personal cell phone for airport business.
• Ability to communicate effectively, cooperatively, and in a professional and pleasant manner.
• Ability to apply good judgement with available information and resources.
• Ability to plan and organize daily and emergency transportation activities.
• Ability to work under distractions and to think and act quickly in emergencies.
• Ability to maintain effective working relationships with other employees and the public.
• Ability to work rotating shifts, weekends, and holidays.
• Ability to obtain a DFW access badge (fingerprints, background check, etc.)

DESIRABLE

• Experience in Airport transportation standards and procedures. Knowledge of bussing and / or valet operations.
• Knowledge of contract and / or concessionaire oversight standards.
• Possession of or ability to pass test for Class B Commercial Driver's License with a passenger (P) endorsement. Written portion of test must be successfully completed prior to employment.

Cost of Class B Commercial driver's license to be borne by incumbent.

EFFORT

• Drives a staff vehicle and spends most of the shift in the operational environment, with very little time in the office
• Works in an office environment and around airport terminals.
• Works any shift on any day, according to current assignment or results of shift bid.
• Reports to work for assigned shift during inclement weather or other emergencies.
• Uses smartphones, computer monitors, tablet devices, and keyboard devices.
• Stands and / or walks for extended periods of time.
• Reacts calmly, quickly, and logically in emergency situations.
• Works more than normal working hours during emergencies.
• Uses reasoning in problem solving.
• Performs mathematical computations.
• Communicates verbally and in writing by telephone, computer, tablet device, two-way radio, and in person.
• Creates and maintains Excel spreadsheets.
• Drives to locations on Airport property.
3 days ago