Senior Airport Services Representative

City of Houston•2800 N Terminal Road, TX

3d•Onsite

About The Position

The Senior Airport Services Representative works in International Services at Houston’s airport system to provide a five-star passenger experience. The role inspects airport facilities, amenities, and processes to support safe, seamless passenger movement, customer satisfaction, and operational readiness. It also serves as a liaison among passengers, airlines, tenants, airport personnel, federal agencies, and other service providers. The position includes mentoring and coaching team members; monitoring terminal facilities and common-use areas; identifying and correcting operational issues; assisting stakeholders during irregular operations and emergencies; supporting special events and VIP escorts; and addressing customer concerns, including through information booth and lost-and-found coverage. The representative also observes tenant and airline activities for compliance, promotes collaboration and safety, and follows departmental and regulatory requirements. The role is designated as essential to continued operation of critical airport functions, and employees must report to work unless otherwise directed and be immediately available. Candidates must be able to obtain required security badge access, including Customs and Border Protection access, within six months of hire.

Requirements

Bachelor’s degree required, preferably in Hospitality Management, Aviation Management, Business, or a related field; directly related professional experience in airport operations or customer service may substitute year-for-year for the education requirement.
Three years of experience in a customer-service environment.
One year of experience assisting passengers in an airport environment.
Valid Class C Texas driver’s license and compliance with the City of Houston’s driving policy (AP 2-2).
Ability to obtain all required security badge access, including Customs and Border Protection access, within six months of hire.
Ability to meet the physical demands of routinely lifting items up to 50 pounds and walking for very long periods on rough surfaces.
Ability to make coordinated eye-hand movements within the stated tolerance and calibration demands.

Nice To Haves

Ability to read, write, speak, and translate English and a foreign language to answer customer inquiries and review documents.
Operational experience in an airport environment.
Strong communication and analytical skills.
Passion for customer service.
Ability to identify operational deficiencies and develop creative solutions.
In-depth understanding of airports and passenger needs.
Ability to communicate effectively and maintain cooperative relationships with airport partners, peers, City and Houston Airport System officials, and the general public.
Eligible veteran applicants may receive preference under the stated conditions.

Responsibilities

Mentor and coach team members to help meet organizational goals.
Oversee common-use areas and conduct quantity-assurance inspections of terminal facilities; identify anticipated operational concerns and initiate corrective action.
Inspect, report, and schedule resolution of facility irregularities to maintain opening-day-fresh conditions.
Support airport stakeholders during irregular airport operations, flight diversions, conveyance-system failures, passenger crowd control, and other emergencies.
Support special events and facilitate or escort dignitaries, heads of state, and other VIPs between passenger curbs and departure gates.
Address all aspects of the customer experience, seeking mutually beneficial solutions and corrective actions to maintain five-star airport quality.
Observe and report tenant and airline activities to ensure compliance with airport leases, contracts, standards, policies, and procedures.
Meet and communicate with airline, tenant, and airport personnel, and resolve problems involving airport customers and tenants.
Promote collaboration and consider input from passengers, business partners, and team members to improve the passenger experience.
Cover information booths and handle lost-and-found matters as part of customer-service responsibilities.
Promote a safe, secure, and healthy environment through the Safety Management System program.
Comply with departmental policies and procedures and enforce regulatory requirements related to operational activities.
Perform other related duties as needed.