Airport Ambassador - Part Time

City of Burlington, Vermont•South Burlington, VT

1d•Onsite

About The Position

The Airport Ambassador provides information, assistance, and security support in terminal buildings, roadways, ground transportation areas, and the parking garage at Patrick Leahy Burlington International Airport. The role serves as a welcoming and informative presence for passengers, visitors, and airport stakeholders, supporting safe, efficient, and positive travel experiences for people of diverse backgrounds and abilities. Responsibilities include customer assistance, parking and fee transactions, monitoring public areas, responding to issues, and referring complex matters to a foreperson or supervisor. The position also helps maintain a clean, welcoming, secure, and professional airport environment. The schedule is Wednesday through Saturday, 6:00 PM to 12:00 AM. This is an AFSCME-represented position, Pay Grade 11, paying $23.09 per hour. The position is designated Remote Tier 1, with zero remote days per week.

Requirements

High school diploma or equivalent and at least two years of experience working in a public service capacity, or an equivalent combination of education and experience.
Valid driver's license and successful completion of an MVR check.
Complete in-house training and acquire the skills required to operate an airport vehicle safely and professionally.
General understanding and knowledge of airport security regulations.
Ability to stand for several hours at a time and work for extended periods in all weather conditions.
Ability to follow written and verbal instructions.
Clear and professional oral and written communication skills.
Ability to process monetary transactions and apply basic math skills.
Ability to work weekends, nights, and holidays as required, with potential shift changes.
Ability to interact courteously and professionally with the public, coworkers, supervisors, contractors, and professional and private customers, including people from diverse cultural, social, and economic backgrounds.
Ability to maintain a professional demeanor during confrontational or stressful situations and maintain a friendly, approachable appearance.
Punctuality, reliable attendance, and ability to be on site as scheduled.
Ability to understand and comply with City standards, safety rules, and personnel policies.
Ability to obtain and retain a Patrick Leahy Burlington International Airport SIDA badge, including passing a 10-year fingerprint-based criminal history records check, a security threat assessment, and a written exam.
Ability to work in a modern office environment and use computer hardware and software, tablets, and phones.
Ability to use department equipment, including a department phone and two-way handheld radios capable of tuning into Airport frequencies.
Ability to support the City's diversity, equity, and cultural competency efforts and work effectively across diverse cultures and constituencies.
Demonstrated commitment to diversity, equity, and inclusion through ongoing training and professional development.

Nice To Haves

Experience in airport or security work.

Responsibilities

Serve as a front-line airport ambassador in terminal buildings, roadways, and the parking office; assist customers with luggage, wheelchairs, lost vehicles, directions, parking information, and safety and security requirements.
Provide accurate information about flight activity, terminal layout, airport services, and amenities.
Coordinate with airport staff, airlines, security, emergency personnel, and others as needed, including in relation to airport security requirements.
Maintain a visible presence in terminals, curbside areas, and other public spaces; monitor conditions and report unusual events, activities, or hazards.
Assist with emergencies, including fire alarms, medical calls, and aircraft emergencies.
Operate fixed or mobile parking garage monitoring stations and assist patrons with entry, exit, payment, and wayfinding.
Use automated fee computers, self-service kiosks, license plate recognition, intercoms, and video systems to process transactions, resolve issues, support customers, and coordinate escorts when needed.
Learn airport facilities, exits, evacuation routes, buildings, and traffic routes; submit work orders and required documentation.
Patrol assigned areas and identify and report parking violations, including vehicles parked at fire hydrants, in restricted areas, or in ADA-designated spaces, as well as abandoned vehicles.
Monitor garage vehicles and direct them to the off-premises parking lot when directed; assist the Working Foreperson in maintaining an accurate report of garage vehicle capacity.
Monitor airline arrival and departure schedules.
Administer the Lost and Found program by receiving, logging, storing, and returning items and updating the database.
Provide information about airport ground transportation access and availability, including information related to the City of Burlington Vehicle for Hire Ordinance.
Inspect parking access and revenue-control equipment and respond to reported problems, including refilling ticket paper, reattaching gate arms, and power cycling machines.
Assist the Working Foreperson or airport managers with advanced repairs, including parts replacement and coordination with third-party vendors or airport IT.
Communicate and cooperate on security and customer service matters.
Assist with snow removal and other events, including shoveling and salting sidewalks and crosswalks.
Support on- and off-airport events with safety and security, crowd and traffic control, temporary fencing and signage, and event setup and breakdown.
Maintain airport cleanliness by sweeping debris, coordinating trash removal, handling biohazard materials with appropriate tools and PPE, and submitting work orders.
Respond promptly to complaints and inquiries to maintain positive public relations.
Perform assigned miscellaneous tasks, including escorting visitors throughout the airport or in Security Identification Areas (SIDA).
Enforce airport rules, regulations, and City ordinances concerning ground transportation, traffic flow, and vehicle parking, including directing traffic.
Staff concourse security exit lanes as directed and in accordance with federally approved airport security procedures.
Observe, report, and follow procedures relating to safety, security, and operational concerns.
Collect luggage carts and wheelchairs regularly.
Perform ground transportation duties such as distributing permits, collecting and recording payments, and filing paperwork.
Perform duties in compliance with airport policies, customer service standards, and applicable regulations, and carry out other duties as required.