Senior Airport Service Representative

Job Description:

Senior Airport Service Representative

Description

POSITION OVERVIEW

Applications will be Accepted From: ALL PERSONS INTERESTED

Division/ Section: Terminal Management / Customer Service - IAH
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 a 5-star experience for all passengers travelling through Houston’s airports. This experience includes all Guest facing services from the time a passenger enters the airport facility to the time they depart on an aircraft and vice versa. The scope of Terminal Management’s responsibility includes aesthetic appearance, functional condition of airport facilities and amenities, operational readiness, and terminal ambiance. Terminal Management is the primary liaison with airlines, federal agencies and any Guest facing service provider at the airports as well as with Skytrax, an organization that rates airlines and airports worldwide and is the inspiration for the Houston Airport System’s mission of becoming a 5-star global air service gateway where the magic of flight is celebrated.

The purpose of Senior Airport Service Representative is to provide a 5-star experience to all passengers by inspecting all facilities, amenities and processes to ensure the safe and seamless flow of passengers to obtain the highest level of customer satisfaction and guarantee operational readiness. "Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required."

DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

PURPOSE OF DIVISION
Terminal Management exists to deliver a 5-star experience for all passengers travelling through Houston’s airports. This experience includes all Guest facing services from the time a passenger enters the airport facility to the time they depart on an aircraft and vice versa. The scope of Terminal Management’s responsibility includes aesthetic appearance, functional condition of airport facilities and amenities, operational readiness, and terminal ambiance. Terminal Management is the primary liaison with airlines, federal agencies and any Guest facing service provider at the airports as well as with Skytrax, an organization that rates airlines and airports worldwide and is the inspiration for the Houston Airport System’s mission of becoming a 5-star global air service gateway where the magic of flight is celebrated.

The purpose of Senior Airport Service Representative is to provide a 5-star experience to all passengers by inspecting all facilities, amenities, and processes to ensure the safe and seamless flow of passengers to obtain the highest level of customer satisfaction and guarantee operational readiness. "Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required."

The Senior Airport Services Representative duties will include but are not limited to:

• Provides mentoring and coaching to team members to meet organizational goals.
• Oversight of common use areas and quantity assurance inspections of the terminal facilities and identifies and anticipates operational concerns and initiates corrective action.
• Inspect, report and schedule facility irregularities to ensure opening day fresh.
• Provide support roles to our airport stakeholders during times irregular airport operations (IROP), flight diversions, conveyance systems failures, passenger crowd control and other emergency situations.
• Provide support for special events, facilitation and escorts of dignitaries, heads of state, and other VIPs to/from passenger curb to departure gate.
• Responsible for all aspects of the customer experience; seek win-win solutions and corrective actions to ensure the airport is five-star quality.
• Observes and reports tenant and airline activities to ensure compliance with airport leases, contracts, standards, and policies/procedures.
• Meets and communicates with airline, tenant and airport personnel and resolves problems with airport customers and tenants.
• Promotes collaboration and values passenger, business partner and team member input to improve the 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 a safe, secure, and healthy environment for internal and external customers through the Safety Management System (SMS) program.
• Comply with departmental policies, procedures and enforces regulatory compliance relative to operational activities.
• Contributes to the team effort by performing other related duties as needed.

WORKING CONDITIONS
Work consists of standard procedures and tasks where moderate to complex analytic ability is required in following regulations, guidelines, policies and procedures. 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 fairly 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 Hospital 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
Three years of experience in a customer service environment and one year of experience assisting passengers in an airport environment are required.

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

PREFERENCES

Preference will be given to applicants with the ability to read, write, speak, and translate English and foreign language to answer customer inquiries and review documents.

Operational experience in an airport environment. Strong communication and analytical skills. A passion for customer service. 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. Ability to communicate effectively and establish and maintain cooperative relationships with airport partners, peers, City and HAS officials and the general public.

****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.****

GENERAL INFORMATION

SELECTION/SKILLS TESTS REQUIRED
The selection process will involve application review and/or interview. Department may administer skills assessment test.

SAFETY IMPACT POSITION - YES

If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.

This is a Tier I designated position essential for continued operation of critical airport functions. Employees in this position are required to report to work unless otherwise directed and must be immediately available.

Pay Grade 17

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 (281-233-1858).

If you need special services or accommodations, call (281-233-1858). (TTY 7-1-1)

If you need login assistance or technical support call 855-524-5627.
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.

All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.

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: https://www.youtube.com/watch?v=EDWLV_sJFoM .

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
• Supplemental Insurance
• Life insurance
• Long-term disability
• Retirement pension
• 457 deferred compensation plan
• Employee Assistance Program
• 10 days of vacation each year
• 11 city holidays, plus one floating holiday
• Compensable Sick Leave
• Personal Leave
• Flexible schedules
• Hybrid-Telework for eligible positions
• Professional development opportunities
• Transportation/parking plan
• Section 125 pretax deductions
• Dependent Care Reimbursement Plan
• Paid Prenatal, Parental and Infant Wellness Leaves
• Healthcare Flexible Spending Account

For plan details, visit http://www.houstontx.gov/hr/benefits.html

Closing Date/Time: 9/23/2025 11:59 PM Central

Salary:

$24.37 - $27.75 Hourly