Guest Operations Shift Supervisor

DFW International Airport•Grapevine, TX

10h•Onsite

About The Position

Under general direction of Assistant Parking Guest Operations Manager, supervises, assigns, schedules and reviews the work of culturally diverse staff engaged in parking control, revenue collection, customer service and vehicle inventory activities. Fulfills responsibilities of other positions within the section to ensure operational excellence. Actively supports and contributes to the Airport’s Key Results and Beliefs.

Requirements

Completion of high school curriculum or equivalent.
Three (3) years of experience in a high-volume, face-to-face customer service environment.
Two (2) years of experience supervising or leading shift workers.
Possession of a valid Class C driver's license.
Ability to communicate effectively both orally and in writing.
Ability to accurately account for large numbers of cash transactions.
Ability to ensure security of revenue collection activities.
Ability to deal with guest complaints and resolve differences in a courteous, tactful manner.
Ability to schedule the work of employees in order to assure adequate coverage of parking/revenue collection activities.
Ability to hold employees responsible for outcomes.
Ability to set and communicate goals that inspire the commitment of others.
Ability to motivate employees and provide opportunities to challenge employees’ capabilities.
Ability to develop, refine and seek improvements to processes and procedures.
Ability to coach and develop employees to achieve departmental and organizational goals and objectives.
Ability to speak clearly and succinctly, using proper grammar.
Ability to write clearly and concisely, using proper grammar, construction and spelling.
Ability to prepare and deliver polished presentations tailored to the audience.
Ability to evaluate the expected outcomes of potential solutions and use appropriate strategies for reaching a decision.
Ability to give clear, precise directions and expectations and set appropriate performance standards.
Ability to use appropriate information-gathering techniques and analyze and select the best solution.
Ability to train personnel in job requirements and procedures.
Ability to work shift assignments, including rotating shifts as assigned.
Ability to work in a fast-paced environment with multi assignments and conflicting deadlines.
Knowledge of parking control systems, procedures and inventory equipment.
Experience working in a 24/7-operation environment.
Experience utilizing Microsoft Office, including Outlook, Word and Excel.

Responsibilities

Supervises activities related to parking operations at the control plazas and remote lots, including functions such as monitoring entry and exit lanes to ensure efficient movement of traffic, lot management, and vault revenue processing.
Maintains security of revenues and ensures the operational change fund is adequate and denominations contained within are applicable to the needs of the operation. Ensures daily transport of revenues and verifies accuracy of bank deposits.
Maintains shift log of special and unusual occurrences and other data pertinent to the daily operation of the parking control system, including patron accident forms for property damage.
Coordinates repair of all equipment related to the parking operation. This includes the Parking Control System, related gates, vehicles, communication devices (radios, telephone, intercom systems), cash settlement, pneumatic, and message signs. Maintains all associated logs detailing problems and resolutions.
Investigates, responds and resolves customer complaints Associated within area of responsibility.
Manages, evaluates, trains, counsels, and motivates employees of varying job skills and levels; ensures focus on customer services and goals of the business unit; analyzes statistical data related to the business and their responsible area (i.e. staffing, appraisal rating).
Coordinates with the Time and Attendance Team to ensure appropriate coverage for each shift.
Makes decisions as to implementation of emergency or contingency procedures; authorizes patron fee adjustments within authorized guidelines; keeps supervisor and other members of management aware of potential issues or problems.
Ensure an engaged and informed workforce.
Completes a variety of activity logs and status reports used to monitor the business unit. Prepares incident reports related to employee, guest, system, and equipment events.
Assists the Environmental Affairs Department in performing field observations of Airport activities with respect to potential environmental issues. Notify Environmental Affairs Department of any observation that may have an environmental impact.