Airport Customer Service Ambassador – PM Shift

VIP Hospitality LLC • New York, NY

11h • Onsite

About The Position

The Airport Customer Service Ambassador – PM Shift plays an important frontline role in supporting passengers, visitors, airport employees, and stakeholders throughout JFK Terminal 4, with a primary focus on airport checkpoints and international arrivals. The PM shift is especially focused on supporting afternoon and evening passenger activity, including departures, arrivals, checkpoint volume, queue organization, wayfinding needs, and guest support during high-traffic airport periods. This position is ideal for someone who enjoys working in an active, people-facing environment and can remain professional, patient, and solutions-focused as passenger volume and operational needs change throughout the shift. Customer Service Ambassadors assist with wayfinding, passenger flow, checkpoint support, queue organization, international arrivals assistance, and issue reporting. Ambassadors may also support small team coordination by helping assign tasks, providing feedback, and serving as a point of contact within an assigned area when needed.

Requirements

• High school diploma or general equivalency required.
• At least one year of customer service experience at a medium to large hub airport; or at least two or more years of customer service experience in another professional setting.
• Strong verbal communication and interpersonal skills.
• Ability to remain professional, calm, and courteous in a high-volume public environment.
• Comfortable standing, walking, and maintaining an active floor presence for extended periods.
• Ability to follow directions, communicate issues, and work effectively as part of a team.
• Must be reliable, punctual, and available to work PM shift schedules, including weekends and holidays as needed.
• Must be able to provide documentation proving employment authorization.
• Successfully complete all post-offer requirements, including airport badging and ID clearance, background check, and drug screening.

Nice To Haves

• Bilingual or multilingual communication skills preferred.
• Languages commonly spoken in the region or used in guest and stakeholder interactions are especially helpful, including: Spanish, Mandarin, Cantonese, Russian, Haitian Creole, French Creole, Other relevant languages.

Responsibilities

• Provide a welcoming, professional, and helpful presence for passengers, visitors, airport employees, and stakeholders.
• Support afternoon and evening passenger flow throughout JFK Terminal 4, especially at airport checkpoints and international arrivals.
• Offer clear directions and wayfinding assistance to travelers, visitors, and airport personnel.
• Assist with organizing queues, redirecting passenger attention, and helping travelers understand next steps in the airport process.
• Help maintain orderly movement in busy public-facing areas during peak passenger activity.
• Guide passengers toward faster or more efficient alternatives when appropriate.
• Monitor assigned areas and report facility, passenger flow, or stakeholder issues to the appropriate team members.
• Communicate clearly with passengers, coworkers, airport partners, and leadership.
• Maintain a calm, courteous, and solutions-focused approach during active afternoon and evening operations.
• Support team members and assigned operational areas as directed by supervisors or management.
• When assigned as a lead or area point of contact, assist with task assignments, team feedback, and area coordination.

Benefits

• Medical, dental, and vision insurance options
• Matching 401(k) plan after 90 days, unless opting out
• Sick time accrual
• Vacation paid time off accrual, based on individual eligibility
• Parking pass eligibility with company coverage of related payments for qualifying team members
• Premium pay for eligible designated holiday shifts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED