Terminal Experience Assistant Manager

Job Description

Qualifications

Job Overview

Ready to make a significant impact on the traveler experience? As a Terminal Experience Assistant Manager, you'll be at the forefront of ensuring seamless operations and maintaining top-tier standards for our terminal facilities. Working alongside airlines, concessionaires, regulatory bodies, and internal teams, you'll be the key connector that ensures terminals remain operationally efficient and visually impressive 24/7. If you're a proactive leader who thrives in a dynamic environment and excels at building strong relationships while maintaining excellence, this is your opportunity to enhance and elevate the airport experience. Join us and be part of creating unforgettable journeys!

What you will be doing:

1. Engages daily with all tenants, including airline managers, to provide guests with a best-in-class Customer and Terminal experience within the terminal environment.
2. Maintains an ongoing cooperative partnership with tenants, including airline station managers, to provide customers with a customer-friendly physical environment inside and outside the terminal areas.
3. Communicates daily with terminal stakeholders and contractors to discuss and ensure daily game plan is being successfully executed.
4. Partners with Service Providers including internal DFW Airport departments, Custodial team and other similar entities to ensure Service Standards are met
5. Meets with tenants to coordinate, schedule, and complete maintenance or repair work necessary to maintain Customer Experience, safety, and appearance standards.
6. Assists in meeting and maintaining regular communication with tenants and key board personnel to ensure they are fully informed of terminal areas in need of attention, the schedule for addressing those concerns, and the party or parties responsible for implementation of corrective action.
7. Interacts with TSA to ensure customer experience and wait time expectations are being met.
8. Exports reporting from terminal experience supervisors to ensure weekly terminal inspections are followed up on by contractor.
9. Responsible for ensuring Customer Experience levels are maintained or exceeded during all terminal facility upgrades.
10. Partner with key stakeholders who support the overall customer experience by communicating, collaborating and coordinating to maintain the best facilities for the customer ( i.e. Concession, Custodial, Maintenance and other service providers). Working with Terminal Experience Manager and frontline Terminal Experience team, identify focus areas to address in order to deliver a consistent experience to customers.
11. Anticipates future activities within the terminal environment and how they will affect the customer experience. If negative effects are foreseen, work with partners to communicate, collaborate and coordinate to ensure those activities do not impact the customer experience.
12. Gathers, tracks and shares all events within the terminal environment that key stakeholders across DFW need to know about to support the overall Customer Experience at DFW.
13. Performs regular inspections of terminal buildings and surrounding areas to identify maintenance, appearance, and cleanliness problems inconsistent with standards set forth in the Use and Lease Agreement and subsequent tenant agreements
14. Represents the Senior manager terminal experience at meetings with tenants, airport management, and other parties when necessary.
15. Responsible for matrix functionality within the department and ensures consistency across terminals.
16. Prepares and disseminates information in reports utilizing various formats including Excel and/or PowerPoint on a regular and ad-hoc basis.
17. Reviews monthly contract invoices and open work orders for accuracy and audit compliance. Manages internal review process for contractor reports and contract compliance. Responds to requests from the Audit department.
18. Walks the terminal and is visible to contractors, customers, and stakeholders to reinforce airport customer experience expectations.

What you need:

• Associate's degree or college coursework in business or public administration, an aviation-related discipline, finance or a related field.
• Three (3) years of experience, in airport, aviation or related service-focused industry including direct service delivery experience. Possession of a valid Class C driver's license.
• One (1) year supervisory, or contract management experience.
• Any equivalent combination of education and/or experience may be substituted for the above.

What we desire:

• Experience managing complex interpersonal relationships in a business setting.
• Experience in airport supervision.
• Experience in airline operations.
• Ability to speak and write in Spanish.

About Us

We are Dallas Fort Worth International (DFW) Airport-one of the most successful airports in the world by any definition. We're recognized for our innovation, leadership, drive for excellence and talented employees.

Our success is made possible because of the diverse talents of nearly 2,000 employees who champion our mission of providing an exceptional airport experience to our customers and connect our community to the world. We're looking for the best talent to join us and help reimagine what an airport can be.

Bring your talents to DFW. Live and work with purpose.