Terminal Experience Supervisor

Terminal Experience Supervisor

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Under the general direction of the Terminal Experience Manager, supervises the activities of Airport Customer Experience Specialists (ACES), volunteers, and contractors. Serves as a liaison between the customer experience department and contractors, tenants, and other airport departments.

• Supervises employees, volunteers, contractors, and coordinates assigned shifts. Provides one‑on‑one training to new employees, volunteers, and contractors in an 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 a daily log of events; receives and processes reports of problems and unusual incidents; delivers lost items to the designated location.
• Coordinates customer engagement, interaction, and support, including 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 other retention documents.
• Confers with the Customer Programs Coordinator on programs and policies.
• Responsible for briefing other Terminal Experience Supervisors regarding shift status to ensure appropriate coverage of terminals.
• Interview, selects, trains, develops, recognizes, disciplines, and evaluates performance of employees and volunteers. Co‑aches and motivates employees of varying job skills and levels; ensures focus on the customer experience and the business unit’s goals.
• Spends a minimum of 90% of each day in the terminals, unless otherwise approved by the Terminal Experience Manager. Conducts daily inspections 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 kiosks with required materials. Controls supply inventories and distributes equipment as necessary.
• Evaluates the effectiveness and implementation of contractors’ quality‑control systems.
• Monitors, documents, 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: USO, Skylink, Special events, VIP’s, Meet and Greet, Media events, Tours, Military service support, contractors, concessions, etc.

• 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.
• Any combination of education and/or experience may be substituted for the above.
• 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…