Guest Experience Coordinator, PT

Description

Altitude Access Solutions Inc., the new operator of the Syracuse Hancock International Airport parking operation is growing and seeking dedicated, hardworking individuals to join our team. As our operations expand, we have multiple new positions available. We are looking for Guest Experience Coordinators (part-time) who take pride in their work, value excellent customer service, and enjoy contributing to a positive, reliable, and safety-focused environment.

The Guest Experience Coordinator serves as the primary customer service and administrative point of contact for guests utilizing airport parking facilities operated by Altitude Access Solutions (AAS). This position is responsible for delivering exceptional customer service by assisting guests with parking reservations, access issues, intercom communications, payment inquiries, and general parking-related questions.

The Guest Experience Coordinator works in a technology-driven environment and plays a critical role in supporting the customer experience through systems such as Bus Genius, QR-code reservation platforms, Designa parking access controls, and other customer service technologies. This position is primarily office-based and serves as the first point of contact for many customer interactions.

This position must have the ability to work the following assigned shifts: 7:00 a.m. to 3:30 p.m.; 3:00 p.m. to 11:30 p.m.; or 11:00 p.m. to 7:30 a.m., and must be available to work evenings, weekends, and holidays, as well as during severe weather events and emergencies as needed to support 24/7 operations.

• Answer incoming customer calls, intercoms, and electronic inquiries regarding airport parking services.
• Assist guests experiencing issues with reservation QR codes, parking access credentials, payment systems, and parking equipment.
• Verify customer eligibility and remotely grant access or exits in accordance with established procedures for reservations, lost tickets and other approved exceptions. Document as required.
• Provide guests with parking information, rates, directions, shuttle information, and other airport-related assistance.
• Resolve customer concerns professionally and elevate complex issues to supervisors as necessary.
• Document customer interactions and maintain accurate records of service requests and complaints.

• Monitor parking management software and customer service platforms.
• Assist with processing refunds, duplicate receipt requests, customer adjustments, and account inquiries in accordance with company policies.
• Maintain records, reports, logs, and customer correspondence.
• Manage the Monthly Parking Program with the utmost integrity and professionalism.
• Generate daily and monthly operational reports as assigned.
• Support data entry and administrative projects related to parking operations and guest services.
• Assist with badge access records, lost ticket documentation, and reservation audits.

• Monitor parking occupancy levels and communicate operational issues to supervisors and other stakeholders.
• Coordinate with shuttle drivers, maintenance staff, and supervisors regarding customer service matters.
• Assist in emergency communications and incident documentation.
• Support the implementation of new customer service initiatives and technologies.
• Executes additional responsibilities as assigned to support operational continuity and organizational objectives.

• Strong customer service orientation and conflict resolution skills.
• Ability to remain calm and professional during stressful situations.
• Excellent verbal and written communication skills
• Excellent organizational and multitasking abilities.
• Strong attention to detail and accuracy.
• Ability to exercise sound judgment when granting access or resolving customer issues.
• Ability to work well under stress
• Ability to de-escalate difficult situations with customers
• Comfortable working with technology platforms, reservation systems, cameras, and access control systems.
• Ability to communicate effectively with guests, airport tenants, airlines, and the public.
• Good knowledge of Microsoft 365, including SharePoint, Teams, Excel, Word, and Outlook
• Ability to learn parking management, reservation, and access control software systems.
• Ability to use communication devices, such as radios, tablets, or dispatch systems.
• Ability to fluently read, write, speak, and understand English.

Ability to…