Pking Guest Cont Svc Supv

Job Overview Under the general direction of Parking Guest Contract Services Manager, supervises, assigns, schedules and reviews the work of staff engaged in contract, concession, and permittee compliance activities. Works with company managers and supervisors to ensure contract and permit compliance. What you will be doing: • Supervises Quality Agent staff in activities related to contract, concessionaire, and permittee service compliance at the airport terminals, parking lots, roadways, and maintenance facilities. • Oversees contract bussing operations and ensures compliance with service quality standards and contractual obligations. • Reviews invoices and other documents from contractors to ensure accuracy and completion of work. • Records, investigates and resolves guest complaints and concerns. • Approves additional service when conditions merit or for special requests. • Evaluates, trains, counsels, and motivates employees; ensures focus on customer services and goals of the business unit • Analyzes statistical data related to the business and their responsible area (i.e. staffing, appraisal rating). • Approves leave requests, updates the team calendars, and ensures appropriate coverage for each shift. • Makes decisions as to implementation of emergency or contingency procedures; keeps manager and other members of management aware of potential issues or problems. • Completes a variety of activity logs and status reports used to monitor the business unit, including lot management. Prepares incident reports related to employees, system, and equipment events. • Coordinates the exchange of information and problem resolution between concessionaire and other Airport departments, and between valet Concessionaire and permittees. • Coordinates the exchange of information and problem resolution between contractors and other Airport departments. • Performs regular inspections of buildings, lots, etc. associated with parking products and contract operations to identify maintenance, appearance, and cleanliness issues inconsistent with standards. • Conducts periodic physical inventory of Board equipment including vehicles, two-way radios, fuel cards, SRDs, etc. • Recommend operational solutions when issues of weather, traffic arise, or irregular operations. • Routinely represents manager in meetings and communications with contract service managers and Airport managers, often making decisions on behalf of the manager. • Routinely represents managers as lead on multiple projects or assigned areas. • Assists the Environmental Affairs Department in performing field observations of Airport activities with respect to potential environmental issues. Notify Environmental Affairs Department of any observation that may have an environmental impact. What you need: • Completion of high school curriculum or equivalent. • Three (3) years of experience in a high-volume, face-to-face customer service environment. • Possession of a valid Class C driver's license. • Experience utilizing Microsoft Office, including Outlook, Excel, and Word. • Experience utilizing Google Suite. • Knowledge of modern office practices, procedures, systems, and equipment. • Ability to communicate effectively and in a pleasant manner. • Ability to work in a fast-paced environment with multi assignments and conflicting deadlines. • Ability to train personnel in job requirements and procedures. • Ability to coach and develop employees to achieve departmental and organizational goals and objectives. • Ability to communicate clearly and effectively, both orally and in writing at all levels within and outside the organization. • Ability to give clear, precise directions and expectations and set appropriate performance standards. • Ability to develop, refine and seek improvements to processes and procedures • Ability to work under distractions and to think and act quickly in emergencies. • Ability to maintain effective working relationships with managers at multiple levels, peer employees and the public. • Ability to work rotating shifts, weekends, and holidays. • Ability to schedule the work of employees in order to assure adequate coverage of parking/revenue collection activities. • Ability to hold employees responsible for outcomes. • Ability to motivate employees and provide engagement opportunities to challenge employees’ capabilities. What we desire: • Experience supervising or leading shift workers is preferred. • Knowledge of Airport transportation standards and procedures. • Knowledge of contract compliance practices. • Experience working in a 24/7-operation environment. • Works in an office and outdoor environment. • Uses keyboard devices and computer monitors. • Communicates by telephone, in person and in writing. • Performs mathematical calculations and works with statistical data. • Uses near-visual acuity in proofreading typed assignments. • Drives to locations on and off airport property.

About Us

We are Dallas Fort Worth International (DFW) Airport-one of the most successful airports in the world by any definition. We are recognized for our innovation, leadership, drive for excellence and talented employees. Our success is made possible because of the diverse talents of over 2,100 employees who champion our mission of providing an exceptional airport experience to our customers and connect our community to the world. We are 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. Apply Job!