Airport Concierge - Senior Airport Concierge

City of McKinney•Tx 75069, TX

4d•Onsite

About The Position

Under general supervision, provides concierge services and assistance to pilots, passengers, airport tenants and other customers of the Airport. This position is the primary responder, assisting Airport customers with inquiries and problems in person and by telephone, email, and radio pertaining to current fuel prices, hangar space, line service capability, rates for services offered, rental vehicles, and general area information.

Requirements

High School diploma or GED required supplemented by two (2) years customer service experience.
Must pass a drug screen, driving record and background check.
Must have Class C Texas Driver’s License.
Must pass a TSA-mandated 10-year Criminal History Record Check (CHRC) and Security Threat Assessment (STA)
Good driving record and ability to maintain a good driving record while employed.
Must be able to work night, weekend and holiday shifts as scheduled.
Must be able to work overtime as needed, especially in times of nonstandard operations such as weather events, TFR’s airport closures, diversions, etc.
Must maintain a professional appearance.
Must maintain a professional attitude and clarity of work despite busy or stressful situations.
Ability to embrace and embody the City’s core values of Respect, Integrity, Service, and Excellence (R.I.S.E.).
Ability to communicate effectively with peers, supervisors, subordinates, and people to whom service is provided.
Ability to produce desired work outcomes, including quality, quantity, and timeliness.
Ability to plan and organize work, time, and resources, and if applicable, that of subordinates.
Ability to communicate and interact with high net wealth clients and maintain a polished and professional demeanor at all times.
Ability to track multiple inbound aircraft and plan services associated with those flights accordingly.
Ability to listen for and respond to inbound aircraft calling the FBO via air-to-ground radio.
Knowledge of principles and procedures of accounting, customer billing, and collections.
Knowledge of high-level customer service and public relations techniques.
Knowledge of money handling policies and procedures.
Knowledge of aviation terminology.
Knowledge of aircraft and fuel types.
Knowledge of aeronautical services.
Knowledge of basic airport layout and movement areas.
Advanced knowledge of the rules of English grammar, spelling, and punctuation.
Advanced knowledge of Word, Excel, and the Internet.
Knowledge of City and departmental operations.
Advanced multitasking and tactical awareness skills.
Skill to remain organized and prioritize work.
Skill to use time effectively to accomplish tasks.
Skill to Interact professionally with the public and public/private officials.
Skill to work closely and harmoniously with others to accomplish tasks.
Skill to prepare documents without errors in grammar, spelling, or punctuation.
Skill to research, compile and summarize a variety of informational and statistical data.
Ability to make independent judgments and manage multiple projects.
Ability to establish and maintain effective working relationships within the organization.
Ability to communicate effectively with all levels of staff, consultants, contractors, and the public, both orally and in writing.
Ability to maintain confidential information.
Ability to follow oral and written directions.
Ability to work in a team environment; contribute as a team member and treat co-workers, subordinates and customers with respect.
Ability to build professional relationships with internal staff and customers.
Offers flexibility and adaptability, especially during times of change.

Nice To Haves

Fixed Based Operator (FBO) experience.

Responsibilities

Operates the Concierge desk in a detail-oriented manner; ensures proper understanding of inquiries and concerns; asks for clarification to deal with each issue promptly and accurately to resolve customer questions and/or concerns and complaints.
Handles high volume of telephone calls, radio calls and emails in a prompt, efficient manner.
Operates a two-way radio with Line Service on the FBO radio as well as talking to Pilots on the UNICOM radio when they are inbound to the airport.
Communicates effectively over the Unicom and two-way radio using aviation terminology.
Manages requests for ancillary services, including but not limited to reservations for hotel, limo, and/or car; setting up services, such as rental vehicles, aircraft pull out service, aircraft detailing, catering, and shuttles; fulfills other special requests made by customers needing assistance.
Prepares and maintains records of all scheduled incoming aircraft and completes all necessary paperwork.
Ensures the billing processes are complete prior to aircraft departure.
Monitors and provides input into the FlightBridge software.
Distributes crew cars in accordance with Airport policy and processes all related paperwork.
Processes sales, references for prior transactions and quotes fuel prices as established through the fuel volume discount program within the TFBO software.
Inputs fuel requests into fuel management software and relays requests to Line Service.
Completes the daily cash report, settle the previous day’s transactions, and performs required data entry.
Prepares and processes payments for Airport services by cash, check or credit card.
Communicates with the Line Crew for accurate, optimal service, including communicating customer arrivals, schedule changes, and arranging for specific pilot needs, such as coffee, ice, and papers.
Maintains customer files, including current contact information, up-to-date credit card information, prior purchase history, and special information.
Prepares and maintains the customer concession area throughout the day.
Prepare food items for the customer concession area.
Prepares monthly reports, including monthly billing reports for customers.
Monitors coin-operated vending machines, ensuring they are in good operating condition.
Maintains a secure environment by ensuring that only authorized individuals are allowed into the AOA area.
Input Facilities Maintenance, IT, and TFBO work orders as necessary.
Monitors Crew Cars and FBO Expedition for cleanliness and fuel status.
Accepts packages and notifies airport tenants of package arrival.
Works overtime as needed, especially in times of nonstandard operations such as weather events, Temporary Flight Restrictions (TFR’s), airport closures, diversions, etc.
Travels to other locations to attend meetings, trainings, and briefings.
Complies with all written City policies and procedures.
Adheres to assigned work schedule as outlined in City and department attendance policies and procedures.