Senior Administrative Assistant-Airport Terminal Coordinator

Major Functions

This position ensures safe and efficient flow of passengers through terminal facilities, and ensures a positive customer experience at Daytona Beach International Airport (DAB). Leverages contract service providers to support operational and customer service goals; and establishes and ensures compliance with standards and regulations. Provides exemplary customer service and relationship management and serves as the primary point of contact with terminal tenants including airlines, rental cars, food and beverage and janitorial. Under emergency conditions, reacts quickly and calmly to protect persons, property, and ensures compliance.

Illustrative Duties

(NOTE:These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position.)

Terminal

• Manages programs necessary to optimize the airport terminal to ensure safe and efficient flow of passengers through the terminal facilities while ensuring a positive customer experience.

• Oversees the terminal inspection program, and quality standards to improve the airport terminal 's overall performance; continually monitors the areas of responsibilities.

• Enforces rules, regulations, and the application of DAB customer service standards to provide a positive customer experience in harmony with airport security requirements and revenue generating activities.

• Serves as primary point of contact for terminal-related activities between DAB and the stakeholders.

• Enforces service standards of janitorial, concessions and parking contracts.

• Serves as county project manager for janitorial contract to ensure cleanliness of facility.

• Conducts daily walk-throughs of the main terminal, concourse and parking lots and maintains a daily checklist with follow-up, if necessary, with tenants or concessionaires

• Provides exemplary customer service and relationship management when interacting with customers, travelers, tenants, and stakeholders.

• Serves as the primary point of contact with TSA screening staff, airline station managers, and other stakeholders to proactively address, resolve, and mitigate related operational, customer service, or throughput issues.

• Resolves and investigates difficult or unusual customer service issues.

• Assists airport administration with terminal-related information briefings and tours.

• Coordinates with maintenance staff and housekeeping personnel on an as needed basis to maintain a clean and functioning facility and submits work orders as necessary.

• Coordinates with Facilities for work orders, system and facility maintenance, and complete inspections of work to ensure compliance, address safety hazards, and ensure aesthetics of the terminal facilities.

• Coordinates with tenants, stakeholders, and the public for passenger-related activities and impacts to operations.

• Supports and actively participates with internal and external work groups to provide information, services, and develop plans, procedures, to directly support DAB customers and tenants.

• Assess current and prospective customer service-related technologies and procedures to improve overall customer service at DAB.

• Responds to customer disputes, complaints, and requests for information.

• Manages airport's lost and found program.

• May be assigned to other county locations based upon operational needs.

• Attends work on a regular and consistent basis.

• Must adhere to Federal, State, County and Local ordinances.

• Responds to emergency situations.

• Performs other duties as assigned.

Ambassadors

• Manages the Airport Volunteer Ambassador program and ensures all volunteers have proper training and tools to efficiently and effectively perform their duties.

• Formulates comprehensive and concise instructions/procedures in both oral and written form.

• Creates and update policies and procedures and make recommendations for improvements in efficiency, safety, and customer service.

• Promotes a positive service culture.

• Interviews and trains volunteers.

• Creates and manages monthly schedule and tracks volunteer hours and recognition milestones. Schedule two social events a year.

Emergencies

• Responds to and participates in airport emergencies and irregular operations, establishes priorities, and makes timely decisions under stressful conditions to emergencies and incidents of various size, scope, and scale. Acts as a radio operator when the Airport Operations Center is activated.

• Reacts quickly, calmly, and exercises independent judgement and initiative to protect persons, property, and ensures compliance.

• Directs and coordinates the customer service efforts of internal and external support agencies during periods of irregular operations.

• Provides direct support to passengers stranded in the terminal. This support includes initiating concessionaire services, sleeping arrangements, security, transportation, and inspections.

• Stores and maintains supplies and equipment necessary to support irregular and contingency operations.

• Conducts and participates in required emergency response training and exercises related to airport operations, emergencies, and security.

Public Relations/ Administrative

• Oversees noise program, including responding to residents and researching issues.

• Assists with various public relations tasks including photography, video, copy writing and special event coordination.

• Assists with terminal information monitor advertising/messaging.

• Manages various aspects of Airport Administration including: Budget, resource requirements and purchasing.

• Purchases/inventories of promotional items.

• Reserves airport meeting rooms for county/airport events.

• Manages group/school tours of airport.

• Other duties, as assigned.

Minimum Requirements

Bachelor's degree in Business Administration, Political Science, Public Administration, Social Science or a related field OR an associate degree and two (2) years of progressively responsible executive administrative, specialized technical, or operational capacity experience.

A comparable amount of education, training and experience may be substituted for the minimum qualifications if the following conditions are met:

• the comparable experience, training and/or education has a direct relationship to the duties of the position being advertised; and
• qualifying comparable experience is provided by the appointing authority prior to the position's advertisement and/or request for an eligibility list.

Knowledge, Skills & Abilities

• Considerable knowledge of the practices and techniques used in the field of customer service, airport or airline operations, and irregular operations at an airport.

• Knowledge of TSA security screening checkpoint operations; lost & found system management functions; and international arrivals operations.

• Knowledge of National Incident Management System, Transportation Security Administration Part 1 542, Federal Aviation Administration Part 39, and airport/airline irregular operations. Knowledge of the janitorial, concessions and parking contracts to enforce service standards.

• Skills to efficiently manage multiple priorities and tasks.

• Skills to lead and motivate a diverse staff.

• Skills to develop creative new programs and activities.

• Effective organizational skills.

• Ability to prepare and effectively maintain budgets and budgetary controls.

• Ability to actively pursue and develop new ideas, methods and procedures to meet changing situations.

• Ability to make comprehensive recommendations to resolve operational problems.

• Ability to establish and maintain effective working relationships with airline management, federal partners, co-workers and the public, and represent the airport in a positive and professional manner. Ability to respond calmly and effectively in emergencies, and effectively manage sensitive and tense situations.

• Ability to demonstrate initiative, creativity, and innovative thinking in a rapidly changing work environment.

• Ability to express ideas clearly and concisely, orally and in writing to groups and individuals.

• Ability to respond to emergency situations.

• Ability to communicate effectively both orally and in writing. Ability to establish and maintain effective working relationships.

• Ability to work under stressful conditions.

• Ability to interact effectively with others.

• Must be able to relocate to other county locations based upon operational needs.

ADA Requirements:

Mental Demands: Ability to read and comprehend technical and professional journals and manuals; financial reports, letters, memos, abstracts, instructions; legal documents, ordinances, and statutes. Ability to perform general mathematical functions. Ability to write reports, financial reports, memos, letters, instructions, and procedures. Ability to speak publicly; conversant in theory and practices of discipline; persuasive speaking. Ability to analyze data and develop conclusions. Ability to identify and resolve problems.

Physical Demands: Sedentary work.

Environmental Demands: Inside work.