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AIRPORT OPERATIONS SUPERVISOR - INTERNATIONAL CUSTOMER SERVICE

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City of Houston

1mo ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Facilities Management
  • Houston

AI generated summary

  • You need a bachelor's degree (or equivalent experience), 4 years in airport operations/customer service (2 in a lead role), a valid Texas driver’s license, and must pass a background check.
  • You will supervise daily operations, manage staff, ensure customer satisfaction, coordinate maintenance, uphold safety standards, and represent the department in presentations and events.

Requirements

  • Requires a bachelor’s degree, preferably in Hospitality Management, Aviation Management, Business, or related fields.
  • Directly related professional experience in airport operations or customer service above the required years of experience may be substituted for the above education requirement on a year-for-year basis.
  • Four years of progressively responsible experience in airport operations, customer service or closely related to the activities of the section are required, with at least two of the four years in a senior/lead capacity.
  • Requires a valid Class C Texas driver’s license and compliance with the City of Houston’s policy on driving (AP 2-2).
  • Must be able to pass a criminal background check and obtain and maintain federally mandated security clearances for working at an airport.

Responsibilities

  • Supervises day-to-day operational activities to include providing directions, processing passengers through the terminal, gate planning and scheduling, and baggage system maintenance.
  • Daily evaluation and inspection of assigned facilities. Coordinate maintenance activities with contractors and Houston Airport’s maintenance sections to ensure operational integrity. Schedules, assigns work, trains, and evaluates Customer Services employees.
  • Assumes the role and responsibility of the Division Manager during his/her absence.
  • Promotes collaboration and values passenger, business partner and team member input to improve the overall passenger experience and make the passengers happy.
  • Responsible for all aspects of the customer experience including information booth coverage and lost and found to seek solutions and corrective actions to ensure the airport is five-star quality.
  • Promotes and develops a safe, secure, and healthy environment for internal and external customers through the Safety Management System (SMS) program.
  • Administers business unit policies, procedures and enforces regulatory compliance relative to customer services operational activities.
  • Supports the Customer Service business unit fiscal year budget goals.
  • Coordinates special events, facilitation of dignitaries and VIPs.
  • Represents the department by giving both written and oral presentations to department heads and the public.
  • Performs other duties as assigned.

FAQs

What are the main responsibilities of the Airport Operations Supervisor - International Customer Service?

The main responsibilities include supervising day-to-day operational activities, ensuring a 5-star passenger experience, coordinating maintenance activities, training and evaluating customer service employees, handling information booth coverage, managing lost and found services, and representing the department in presentations.

What are the educational requirements for this position?

A bachelor’s degree is required, preferably in Hospitality Management, Aviation Management, Business, or related fields. Alternatively, directly related professional experience in airport operations or customer service can substitute for the education requirement on a year-for-year basis.

How much experience is required for this position?

Four years of progressively responsible experience in airport operations or customer service is required, with at least two of those years in a senior or lead capacity.

Is there a preference for veteran applicants?

Yes, preference shall be given to eligible veteran applicants who possess the necessary qualifications for the position.

What are the working conditions like for this job?

The position involves routine lifting of moderately heavy items, long periods of walking on rough surfaces, and possible exposure to moderate heat, cold, moisture, and unpleasant air conditions.

Are there any special certifications or licenses required?

Yes, a valid Class C Texas driver’s license is required, and candidates must pass a criminal background check and obtain federally mandated security clearances to work at an airport.

What is the salary grade for this position?

This position is classified as Pay Grade 23, and the salary offered will depend on the candidate’s qualifications and the pay rates of other employees in this classification.

How can applicants apply for this position?

Applications must be submitted online at www.houstontx.gov during the active posting period. It is encouraged to attach a cover letter and resume with the application.

Is prior airport operational experience preferred for applicants?

Yes, preference will be given to applicants with operational experience in an airport environment, strong communication and analytical skills, and a passion for customer service.

Will there be any background checks or drug testing?

Yes, all new hires must pass a pre-employment drug test, a physical examination, and verification of provided information, including a criminal background check.

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City of Houston

"HOUSTON: THE CITY WITH NO LIMITS"

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Industry
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Employees
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Mission & Purpose

Home to a respected and energetic cultural arts scene, celebrated restaurants featuring flavors from 35 countries, world-renowned theater groups and the brains behind U.S. space exploration, Houston is a diverse metropolis brimming with personality. With nearly 21,000 concerts, plays, exhibitions and other arts programs presented in Houston annually, residents and visitors have access to a wide variety of cultural programs. On any given night, it's a safe bet that there's a show somewhere in Houston's Theater District. More than 2 million people visit the Downtown area each year to attend one of the city's world-class performances. Within the Museum District you will find eighteen world-class institutions, including the Menil Collection, Museum of Fine Arts, Houston and the Houston Museum of Natural Science are clustered in this area, drawing a reported seven million visitors to the district each year. Houston’s restaurant scene is as ethnically diverse as its 4 million residents. ForbesTraveler.com ranked Houston as one of the best restaurant cities in America. The city is jam-packed with more than 8,000 tempting eateries that feature culinary flavors from more than 35 countries. With 56,405 acres of total park space, Houston rates first among the nation's 10 most populous cities in total acreage of park land. The 165 public and private golf courses around the city and teams in nearly every major professional sport keep sports fever high year-round.