Position Details
Guest Assistant Apply
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.
