Airport Guest Services Supervisor

Minimum Qualifications

• 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.

Licenses and Certifications Required:
None.
Notes to Applicants

POSITION OVERVIEW :

This position will supervise staff, programs, and projects with the Airport Guest Services division.
Guest Services programs include Customs and International Arrivals Program, Airport Volunteer Ambassador Program, AirportInfo/Customer Relations Management System Program, AUS Survey and data collection Program, AUS Hospitality Program, AUS Language Access Program, and other programs and projects as assigned.
Supervisor will hire and train new staff and include full range of supervisory duties (scheduling, development, disciplinary, etc.). They will oversee the team in accomplishing goals and objectives for division and department.
Position is both administrative and operational.
The ideal candidate possesses strong leadership and team management skills, coupled with excellent problem-solving and decision-making abilities. They thrive under pressure, effectively managing multiple priorities, and demonstrate exceptional communication and interpersonal skills, including a strong customer service orientation. Furthermore, they are proactive, detail-oriented, and organized, with the ability to adapt to changing situations.

ASSESSMENT :

A skills assessment will be required for this position.

TRAVEL :

If you are selected for this position, and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

APPLICATION INFORMATION :

• A detailed and complete employment application is required to help us better evaluate your qualifications and will be used to determine salary if you are selected for this position.
• Please list your complete employment history, to include all job duties, responsibilities and employment dates on your online application.
• The application is an official document; incomplete applications will not be considered (i.e., “see resume” or “see LinkedIn profile”).
• Resumes will not be used to qualify for the position and will not be used to recommend salary.
• Supplemental information or changes to your application will not be accepted after the job posting closes.
• The responses to the supplemental questions inquiring about experience should be reflected on your application.

VETERAN :

Veteran candidates will be required to provide a copy of their DD214 at the time of interview.

GOOD STANDING - DEPARTMENT / DIVISION POSTINGS :

Employees, in Good Standing, who are candidates within the department/division that the position resides in and who meet the minimum and preferred qualifications (if any) of the position will be included in the initial interview. Department/division employee must remain in Good Standing through the Top Candidate Selection phase at which time the Good Standing status will be re-verified.

ESSENTIAL PERSONNEL :

This position is categorized as an Essential Personnel. Essential personnel are required to come to work during emergencies or bad weather at the airport if they are scheduled to work and in some cases when they are not scheduled.

CRIMINAL HISTORY BACKGROUND CHECK :

Top candidate will be subject to a minimum 10 year criminal background check and security threat assessment.

LANGUAGE :

Must have the ability to read, write, and fluently speak in English.

WORK HOURS :

Shift may change according to departmental needs. Work hours may include after hours, holidays, and weekend work

DEPARTMENT MAY CLOSE THE JOB POSTING AT ANY TIME AFTER 7 DAYS
Pay Range
$32.23 - $40.29
Hours
Core Hours:


Sun - Thurs, 4am - 1pm

Sun - Thurs, 12pm - 9pm

Thurs - Mon, 4am - 1pm

Thurs - Mon, 12pm - 9pm

Available shift will be provided at time of hiring.
Hours may change depending on departmental needs.

Work hours may include after-hours, holidays, and weekend work.
Job Close Date 03/26/2025 Type of Posting External Department Aviation Regular/Temporary Regular Grant Funded or Pooled Position Not Applicable Category Professional Location Austin Bergstrom International Airport (AUS) Preferred Qualifications

• Supervisory experience to include training, scheduling, development, and performance evaluation.
• Experience providing feedback and direction to teams to accomplish goals and objectives.
• Ability to travel to multiple locations.

Duties, Functions and Responsibilities
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.

Responsibilities- Supervision and/or Leadership Exercised:

Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.
Knowledge, Skills and Abilities
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.

Criminal Background Investigation This position has been approved for a Criminal Background Investigation. EEO/ADA
City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual’s AIDS , AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

Information For City Employees: If you are an employee within the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.

Supplemental Questions

Required fields are indicated with an asterisk (*).
* The minimum qualifications for the Airport Guest Services Supervisor are: 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. Do you meet these minimum qualifications?

• Yes
• No

* Please describe your Supervisory experience to include training, scheduling, development, and performance evaluation.
(Open Ended Question)
* Please describe your experience providing feedback and direction to teams to accomplish goals and objectives.
(Open Ended Question)
* Do you have the ability to travel to multiple sites as part of the regular job duties?

• Yes
• No

* The Transportation Security Administration (TSA-division of the USA Dept. of Homeland Security) requires all employees of the Austin-Bergstrom International Airport to pass a minimum 10-year criminal background investigation and security threat assessment. By selecting the following, you are acknowledging that you understand if you are selected as a top candidate for this position, you will need a successful Criminal Background Check to be hired.

• I acknowledge and understand this position requires a 10-year Criminal Background Investigation and security threat assessment

* Were you referred to this opportunity by a current Aviation employee? If yes, please provide the employee’s full name.
(Open Ended Question)


Optional & Required Documents

Required Documents Optional Documents

• 

• City of Austin

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