SERVICE PLAZA QUALITY AMBASSADOR - 55001398

State of Florida•Wildwood, FL

5d•Onsite

About The Position

This position will provide onsite oversight of Service Plazas and Convenience Stores on Florida’s Turnpike, ensuring concessionaires meet all requirements for cleanliness, service quality, safety, staffing, operations, and maintenance. It also assists customers with SunPass information, monitors pricing compliance, reports FDOT-related maintenance issues, and supports market basket analysis. Additionally, the position offers critical support during hurricanes and other emergencies to help manage traffic and plaza operations before and after storms.

Requirements

Knowledge of concessions, food & beverage, retail, or other customer-facing operations.
Skills in the use of Microsoft Office products including Outlook, Word and Excel.
Skills in completing reports and uploading documents and photographs.
Skills in dealing with the public and assisting with customer service issues.
Ability to monitor and assess performance of service plaza operations.
Ability to use a laptop, smart phone and tablet.
Ability to communicate effectively verbally and in writing.
Ability to understand and apply applicable rules, regulation, policies, procedures and requirements relating to operational and management analysis activities.
Ability to organize data into logical format for presentation in reports and documents.
Ability to collect, evaluate and analyze data to develop alternative recommendations, solve problems, document work and other activities relating to the improvement of operational and management practices independently.
Ability to establish and maintain effective working relationships with others.
A class E Driver License required.
Must have an acceptable driving record in accordance with the Department’s Driver’s Record Requirements Policy.
Candidates must be United States (U.S.) citizens or lawfully authorized alien workers.

Responsibilities

Provides onsite oversight at Service Plazas and Convenience Stores on Florida’s Turnpike.
Monitors the performance of the concessionaire and their vendors to ensure compliance to the requirements outlined in the Concession Agreement.
Monitors plaza cleanliness and appearance, quality of service, efficiency, concept operating hours, staffing levels, safety, and maintenance of building and grounds.
Responsible for providing real-time feedback to concessionaire’s onsite team on issues that need immediate attention and correction; and escalate issues to Business Development and Concessions Management (BDCM) managers.
Acts as an ambassador for Florida’s Turnpike Enterprise to provide information on SunPass and other information as requested.
Assist customers with SunPass kiosks as needed.
Monitors compliance to requirements related to pricing of food, beverages, merchandise, fuel, and other products sold.
Assists with validation of market basket analysis.
Reports maintenance issues falling under Florida Department of Transportation (FDOT)’s responsibility to the Facilities group, obtain work orders and track progress to resolution.
Provide critical support during hurricane season to assist with traffic through Service Plazas pre- and post-storm, and where needed in preparation for storm arrival and in other emergency situations.