DIA -Tqm Queue Associate

HSS Denver , CO 80208

Posted 6 months ago

Organizational Overview:

Founded in Denver in 1967, HSS is one of the largest and foremost providers of specialized aviation security services in the U.S. HSS has over 15 years of experience at Large hub and Category X international airports.

HSS Aviation Services provides a host of services tailored specifically for aviation including: Employee and vendor screening and inspections, credentialing, access control monitoring and response, perimeter and security patrols, and security queue management -- to assist airports in maintaining positive and highly secure environments for both the travelling public and employees of the airport community. In addition, HSS can bring to bear the company's state-of-the-art security system integration expertise when needed, as well as its significant depth of knowledge in threat assessment, needs analysis, and program management for security issues facing today's high traffic aviation facilities and installations.

TQM - The "Total Queue Management" team goal is to create a consistent balance of wait times for the DIA checkpoints and to maintain the flow of passengers to ensure an expedited level of customer service. TQM efforts include balancing wait times by diverting passengers from one checkpoint to another and maintaining appropriate queue length.

Essential Duties: -May assist general public with personal item divesting into approved screening tubs.

  • Supports TSA Screening Checkpoint efficiency by providing essential customer service prior to entering the walkthrough metal detector and x-ray machines.

  • Reports fires, acts of vandalism, theft, illegal entry, and any other unauthorized or irregular activity to the Security Dispatcher.

  • Assists general public by providing facility, exit and lost-and-found information.

  • Assists general public with sheltering/evacuation in an emergency event. Observes all common safety practices.

  • Assists diverting efforts to balance passenger wait times between the checkpoints.

  • Assists in monitoring, gathering and recording wait times at the checkpoints to ensure proper diverting efforts are utilized.

  • Performs other related duties as assigned or requested. Minimum

Education: High school diploma or GED Customer Service:

Works and communicates with clients and customers (both internal and external customers) to satisfy their expectations. Committed to continuous quality improvement. Reading: Learns from written material by determining the main idea or essential message.

Recognizes correct English grammar, punctuation, and spelling. Listening: Receives, attends to, interprets, and responds to verbal messages and other cues such as body language in ways that are appropriate to listeners and situations. Flexibility: Adapts quickly to changes.

Conscientiousness: Displays a high level of effort and commitment toward performing work; demonstrates responsible behavior. Skill in establishing and maintaining effective working relationships with other employees, organizations and the public. Skill in reacting calmly and effectively in emergency and stressful situations.

Physical: Must be fully capable of performing normal or emergency duties requiring moderate to arduous physical exertion such as standing or walking for an entire shift, climbing stairs, and running. Must be capable of handling a 25 lb. fire extinguisher and capable of lifting or assist in lifting a small child or handicapped person in the case of a building evacuation.

Preferred Experience: Customer service background, airport familiarity (especially DIA), line/stanchion management and understanding of the TSA screening procedures.

Shift Hours: 12:45 - 21:15

HSS will consider all qualified applicants without regard to race, color, religion, sex, national origin or any other status protected by law.

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DIA -Tqm Queue Associate