Terminal Experience Supervisor

DFW International Airport • Grapevine, TX

2d • Onsite

About The Position

Under general direction of the Terminal Experience Manager, this role supervises the activities of Airport Customer Experience Specialists (ACES), volunteers, and contractors. The position serves as a liaison between the customer experience department and contractors, tenants, and other Airport departments. The role involves supervising employees, volunteers, and contractors, coordinating assigned shifts, and providing one-on-one training in the terminal work environment. It also includes developing contract specifications, coordinating and monitoring contract activities, reviewing procedures, and resolving terminal-related issues. A key responsibility is maintaining a daily log of events, processing reports of problems and unusual incidents, and delivering lost items. The role actively coordinates customer engagement, interaction, and support, monitoring daily operations to optimize customer experience and deploy resources as needed. Addressing and resolving customer complaints and concerns, and assisting customers with special needs are also crucial. The position utilizes daily plans and forecasts to assign staff and volunteers, supports the Emergency Operations Center or Mobile Command Post, and executes overnight service recovery plans. Administrative duties include organizing and maintaining files, conferring with the Customer Programs Coordinator, and briefing other supervisors on shift status. The role involves interviewing, selecting, training, developing, recognizing, disciplining, and evaluating employees and volunteers, coaching and motivating staff to focus on customer experience and business goals. A significant portion of time (minimum 90%) is spent in the terminals conducting daily inspections and taking appropriate action. The role also manages, issues, and tracks equipment, uniforms, and materials, controls supply inventories, and evaluates contractor quality control systems. Monitoring, documenting, and reporting on custodial, maintenance, comfort, and ambiance standards within the terminals, as well as reviewing invoices for accuracy, are also key functions. The position supports all terminals and related activities such as USO, Skylink, special events, VIPs, and concessions.

Requirements

• Completion of high school curriculum or equivalent
• Three (3) years of experience in a position requiring extensive public contact.
• Possession of a valid Class C driver’s license.
• Knowledge of the Airport Board organization and functions.
• Knowledge of modern office practices, procedures, systems, and equipment.
• Ability to work hours determined by shift assignments.
• Ability to operate a personal computer, smartphones, iPads, etc.
• Ability to supervise the work of others.
• Ability to plan and organize.
• Ability to communicate pleasantly and effectively.
• Ability to establish and maintain close, friendly, and confidential working relationships with volunteers.
• Ability to work under distractions and to think and act quickly in emergencies.
• Ability to maintain effective and harmonious internal and external working relationships with other sections and departments.
• Ability to work independently without constant supervision.
• Ability to lift and carry 50lbs.
• Ability to maintain effective working relationships
• Ability to work hours determined by shift assignment
• Must obtain a Security Identification Display Area (SIDA) Airport Identification/Access Badge (badge) in accordance with Department of Homeland Security Transportation Security Administration (TSA) requirements in Chapter 49 of the Code of Federal Regulations Part 1500 et. Al. and DFW Airport’s Airport Security Program within thirty (30) days from date of employment and maintain qualification for a SIDA badge upon each badge renewal.
• Ability to obtain Department of Homeland Security Customs and Border Protection (CBP) security access clearance within thirty (30) days from date of employment and maintain qualification for CBP security access clearance upon each CBP security access renewal.

Nice To Haves

• Airport Operational experience
• Experience working in customer/passenger service in airline industry
• Ability to speak a second language, in addition to English.
• Experience in volunteering and/or working with volunteers of all ages and cultures.
• College coursework

Responsibilities

• Supervises employees, volunteers, contractors and coordinates assigned shifts.
• Provides one on one training to new employees, volunteers and contractors in actual terminal work environment.
• Helps develop contract specifications, coordinates and monitors contract activities.
• Reviews procedures and resolves problems with any issue inside and around the terminal.
• Maintains daily log of events; receives and processes reports of problems and unusual incidents; delivers lost items to designated location.
• Coordinates customer engagement, interaction and support. Including, but not limited to, monitoring daily routine operation environment to optimize customer experience and deploy resources as needed to maintain standards and a positive experience throughout the terminal.
• Addresses and resolves customer complaints and concerns; assists customers with special needs.
• Utilizes the daily plan and forecast to assign the appropriate staff and volunteers to the right locations at the right time.
• Supports the Emergency Operations Center or Mobile Command Post as needed.
• Executes the overnight service recovery plan and next day clean up.
• Organizes and maintains administrative files to include schedules, shifts, bids, training, and any other file retention documents.
• Confers with Customer Programs Coordinator on programs and policies.
• Responsible for briefing other Terminal Experience Supervisors regarding shift status to ensure appropriate coverage of terminals.
• Interviews, selects, trains, develops, recognizes, disciplines, and evaluates performance of employees and volunteers.
• Coaches and motivates employees of varying job skills and levels; ensures focus on the customer experience and goals of the business unit.
• Conducts daily inspection of all terminal areas and takes appropriate action when standards are not being met.
• Maintains, issues, and tracks equipment, uniforms, and DFW materials issued to employees and/or volunteers; stocks podiums, booths, and kiosk with required materials.
• Control supply inventories and equipment and distributes them as necessary.
• Evaluates the effectiveness and implementation of contractors’ quality control systems.
• Monitors, documents, and reports and follows through on all issues to ensure custodial, maintenance, comfort, and ambiance standards are maintained within the terminals.
• Reviews invoices and other documents to ensure accuracy and completion of work.
• Supports all terminals including but not limited to the following: USO, Skylink, Special events, VIP’s, Meet and Greet, Media events, Tours, Military service support, contractors, concessions, etc.

Benefits

• Dallas Fort Worth International (DFW) Airport-one of the most successful airports in the world by any definition.
• Recognized for our innovation, leadership, drive for excellence and talented employees.
• Diverse talents of over 2,100 employees who champion our mission of providing an exceptional airport experience to our customers and connect our community to the world.
• Looking for the best talent to join us and help reimagine what an airport can be.
• Bring your talents to DFW. Live and work with purpose.

What This Job Offers

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