Airport Operations Supervisor - Customer Service

Salary : $63,378.64 - $77,432.16 Annually
Location : 2800 N Terminal Road
Job Type: Full Time
Job Number: 32860
Department: Houston Airport System
Opening Date: 12/12/2023
Closing Date: 12/25/2023 11:59 PM Central
POSITION OVERVIEW
Applications will be accepted from: ALL PERSONS INTERESTED
Division/ Section: Bush Intercontinental / Terminal Management - Customer Service
Workdays & Hours: Shift work, including rotation, weekends, and holidays (subject to change).
DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS
The purpose of Terminal Management is to deliver a WOW experience welcoming customer to 5-Star Airports greeted by clean, modern, and efficient facilities through beautiful, energetic spaces with friendly staff and amenities that transform expectations.
The purpose of the Airport Operations Supervisor - International within the Customer Service section of the Houston Airport System is to provide a 5-star experience to all passengers by leading a team of Customer Service professionals ensuring the safe and seamless flow of passengers providing the highest level of customer satisfaction and operational readiness. Supervises communications and work tasks relating but not limited to Terminal Management Customer Service, Operational Readiness, Quality Assurance, Information Counters and Lost and Found. "Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required."
The Airport Operations Supervisor -International (Customer Services) duties will include but are not limited to:

• 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.

WORKING CONDITIONS
The position routinely requires lifting of moderately heavy items, such as barricades, construction cones or equipment (up to 50 pounds) and/or very long periods of walking on rough surfaces on a routine basis. There are routine discomforts from exposure to moderate heat, cold, moisture/wetness and unpleasant air conditions. The position may involve routine exposure to soiled materials and light chemical substances such as paints and cleaning solutions. Requires the ability to make coordinated eye/hand movements within fine tolerance and/or calibration demands; or the ability to make closely coordinated eye/hand movements on a patterned response space within moderate tolerance demands.
MINIMUM REQUIREMENTS
EDUCATIONAL 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.
EXPERIENCE REQUIREMENTS
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.
LICENSE REQUIREMENTS
Requires a valid Class C Texas driver's license and compliance with the City of Houston's policy on driving (AP 2-2).
PREFERENCES
****Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.****
Preference will be given to applicants with the following skillsets:

• Certification as AAE, ACE or CM preferred.
• Should be able to meet performance and security standards including obtaining AAE C.M. within two (2) years of employment.
• Strong communication and analytical skills.
• A passion for Customer Service and airport with increasing levels of responsibility.
• Ability to look at deficiencies within the operation and come up with creative solutions to challenges.
• An in depth understanding of airports and passengers' needs.
• An understanding within all aspects of supervision, including building dynamic teams, scheduling and payroll, IROP planning, decision making skills and the ability to work with little supervision.
• Ability to communicate effectively and establish and maintain cooperative relationships with airport partners, peers, City and HAS officials and the general public.

GENERAL INFORMATION
SELECTION/SKILLS TESTS REQUIRE
The selection process will involve application review and/or interview. Department may administer skills assessment test.
SAFETY IMPACT POSITION YES
YES - If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.
PAY GRADE 23
SALARY INFORMATION
Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification.
APPLICATION PROCEDURES
Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at: www.houstontx.gov.
To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call 281-233-1842.
If you need special services or accommodations, call 281-233-1842 (TTY 7-1-1).
If you need login assistance or technical support call 855-524-5627.
All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.
Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process. Applicants are encouraged to attach a cover letter and resume along with their completed application when applying. For further information pertaining to the Houston Airport System, please visit:
EOE Equal Opportunity Employer
The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.
The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan.
Benefits include:
• Medical
• Dental
• Vision
• Wellness
• Life insurance
• Long-term disability
• Retirement pension
• 457 deferred compensation plan
• Employee Assistance Program
• 10 days of vacation each year
• 10 city holidays, plus one floating holiday
• Flexible schedules
• Professional development opportunities
• Transportation/parking plan
• Section 125 pretax deductions
• Dependent Care Reimbursement Plan
• Healthcare Flexible Spending Account
For plan details, visit
01
Are you a veteran who served on active duty in the Armed Forces (United States Army, Navy, Air Force, Marine Corps, or Coast Guard) for more than 90 consecutive days and received either an honorable discharge or a general discharge under honorable conditions?

• Yes
• No

02
Are you a Houston Airport System employee?

• Yes
• No

03
What is the highest level of education you have completed?

• Less than High School/GED
• High School/GED
• Associate's Degree
• Bachelor's Degree or beyond

04
How many verifiable years of professional experience in Airport Operations, Customer Service or closely related to the activities of the section have you obtained?

• Less than 4 years
• 4 to less than 6 years
• 6 to less than 8 years
• 8 years or more
• No experience

05
How many years of verifiable experience in a senior/lead capacity do you possess?

• Less than 2 years
• 2 to less than 5 years
• 5 to less than 8 years
• 8 years or more
• No experience

06
Do you have a valid/current driver's license?

• Yes
• No
• My license is presently restricted, suspended or revoked

07
Select all skillsets applicable to your previous experience.

• Supervision, including building dynamic teams, scheduling and payroll, IROP planning, decision making skills and the ability to work with little supervision.
• In depth understanding of airports and passengers' needs.
• Able to identify deficiencies within operation and recommend creative solutions to challenges.
• Increasing levels of responsibility with Customer Service and airport.
• Strong communication and analytical skills.
• Able to meet performance and security standards.
• Obtain certification relevant to this position (ex. AAE, ACE or CM).
• No experience

08
Please describe in detail a difficult Customer Service issue, explain the issue and how you resolved the issue. ("See resume" is not acceptable, if no experience please insert N/A).
09
Briefly describe your Customer Service work experience as it relates to this position. ("See Resume" is not acceptable, if no experience please insert "N/A")
Required Question