AIRPORT TERMINAL OPERATIONS SUPERVISOR-(International)

Job Description

Applications Accepted From: ALL PERSONS INTERESTED Division/Section: George Bush Intercontinental Airport / Terminal Operations/ International Operations
Workdays & Hours*: Shift work, will include a Rotating Schedule including weekends and holidays * (*Subject to change)

DESCRIPTIONS OF DUTIES/ESSENTIAL FUNCTIONS
The International Operations Team strives to firmly establish the airport as a 5-Star organization by engaging talented airport professionals who embrace the core values of the Houston Airport System. Our mission is to ensure a friendly, safe, and efficient operating environment by maintaining strict compliance with federal, state, and local government regulations while providing the highest levels of customer service for all passengers, visitors, tenants, and employees through training, expertise, and personal dedication.
THE PURPOSE OF THE POSITION
The purpose of the Airport Terminal Operations Supervisor is to maintain a safe and efficient airport environment for passengers and personnel by providing leadership, training, and supervision to employees engaged in terminal operations, including landside and customer service-related functions. This role promotes a safe, secure, and healthy environment for both internal and external customers through the Safety Management System (SMS) program, ensures compliance with departmental policies and procedures, and enforces regulatory requirements related to operational activities. The Supervisor also inspects and reports facility irregularities to ensure opening-day freshness standards are consistently met.
"Candidates must be able to obtain all security required badge access including Custom Border Patrol access within 6 months from the hire date."

The Airport Terminal Operations Supervisor duties include but are not limited to:
Supervises day-to-day operational activities of terminal operations, traffic control, and/or customer service.
Plans, schedules, and assigns work; trains and evaluates operational employees in accordance with airport and City policies, rules, and regulations.
Identifies and anticipates operational and security concerns by monitoring radio communications and inspecting airport terminal areas, Airport Operations Area (AOA), perimeter, outbuildings and tenant facilities in accordance with regulations, such as CFR 1542 and TSA mandates. Initiates corrective actions and advises airport users, tenants and employees on resolutions.
Supervises operational activities by following the Airport Emergency Plan, the airport security plan, and airport rules and regulations.

Supports passengers, guests, and operational activities during emergencies, outages, construction related closures and other irregular operations. During emergencies, coordinates staff and maintains order following the Airport Emergency Plan and other airport rules and regulations.

Develops and provides reports for executive management regarding terminal operation activities, inspection results and statistics, and violations of airport leases, contracts and standards by tenants and airlines.

Creates, revises and implements operating rules, regulations, standards and procedures to ensure efficient and effective terminal operations. Keep abreast of existing and new legislation and ensures compliance to federal, state and local requirements.

Performs operational, security, and customer service responsibilities as a representative of airport management.

Acts as stakeholder liaison for terminal operations to airlines, Transportation Security Administration (TSA), Houston Police Department, and other units of the Aviation Department.

Supervises daily evaluations and inspections of assigned facilities. Coordinates maintenance activities with contractors and Houston Airport's maintenance sections to ensure operational integrity.

May oversee customer service functions such as lost and found and volunteer programs. `

Evaluates and recommends improvements to the customer experience, such as passenger processing and facility aesthetics, based on observations and/or input of passengers, business partners and team members.

Coordinates special events and facilitation of dignitaries and VIPs.

Contributes to the team effort by performing related duties as needed.

Promotes collaboration and values passenger, business partner and team member input to improve the overall international passenger processing experience and make the passengers happy.

Responsible for all aspects of the customer experience including information booth coverage and lost and found to seek solutions and corrective actions to ensure the airport is five-star quality.

The Supervisor also supports the International Services Department in achieving its fiscal year budget goals.

WORKING CONDITIONS The position occasionally requires stooping or bending. Occasional very light lifting, such as three or four reams of papers or books (up to 20 pounds or an equivalent weight) may be required. There are occasional minor discomforts from exposure to less-than-optimal temperature and air conditions. The position may involve dealing with modestly unpleasant situations, as with occasional exposure to office chemicals and/or extensive use of a video display terminal. Requires the ability to make coordinated gross motor movements in response to changing external stimuli within moderately demanding tolerances; or the ability to make coordinated eye/hand movements on a patterned response space within low tolerance demands with no real speed requirements.
KNOWLEDGE: Requires a Bachelor's degree in aviation management, airway science, criminal justice, law enforcement, business administration, public administration, hospitality, or a related field.

Directly related professional experience in customer service, a security-related field, or airport operations may substitute for the above education requirement on a year-for-year basis

EXPERIENCE: Four years of progressively responsible experience in customer service, a security-related field, or airline/airport operations are required. At least three years must be directly in airport operations, airport security, or airport customer service.

Candidates with at least three years of law enforcement experience would be required to have one year of airport operations, airport security, or airport customer service experience

LICENSE/CLEARANCE:
Requires a valid Class C Texas driver's license and compliance with the City of Houston's policy on driving (AP 2-2). Preference shall be given to applicants with the ability to read, write, speak, and translate English and a foreign language to effectively respond to customer inquiries and review documents. Operational experience in an airport environment, strong communications and analytical skills, and a passion for customer service. Ability to look at deficiencies within the operation and come up with creative solutions to challen