Airport Operations Terminal Specialist

Position Title

Airport Operations Terminal Specialist

Job Description

Under the general direction of the Operations Manager Terminal/Landside, ensures the day-to-day safe, secure, efficient, and convenient operations of the terminals and public service functions at the Salt Lake City International Airport. Provides a full-scope of terminal related services including safety, functional and security inspections, tenant relations and lease enforcement, responding to and documenting medical and other emergencies, crowd control and management, responding to traveling public complaints, providing information, assistance and direction to the traveling public and airport visitors.

This position is open until filled may close without notice.

Learn about our competitive benefits here : https://www.slc.gov/hr/benefits-and-wellness/

Typical Duties

• Provides services in all public facilities of the airport terminal. Serves as a liaison to the public, including 60,000+ daily passengers, and airport employees. Provides information and guidance to customers and tenants in a courteous manner.
• Ensures the efficiency of passenger travel. Monitors the flow of passengers through the terminal areas, including the TSA Security Checkpoints and Customs areas. Provides effective yet courteous crowd management in terminal areas when necessary. Uses various tactics, barricades, stanchions, and controls escalators or moving walkways to manage crowds.
• Provides high level customer service to the public, tenants, concessionaires, and individuals. Responds to inquiries, requests for information, complaints, and issues. Provides information on complaint resolution procedures and/or directs customer to the appropriate tenant or airline representative.
• Monitors, inspects, and performs routine patrol of terminal facilities to identify operational issues, hazards, and customer service needs. Ensures compliance with Federal Aviation Regulations (FARs) and Transportation Security Administration TSR 1542 regulations, as well as airport rules and regulations, federal, state, and local laws. Initiates work order requests to resolve safety and operational problems. Monitors access doors and may respond to door alarms. Reports and documents security violations.
• Coordinates and oversees personnel and individuals requiring escort in secure areas during special events and projects. Provides assistance to passengers traveling with pets by escorting them to pet relief stations.
• Is a First Responder to structural emergencies, fire alarms, and medical incidents in the terminal facilities. Acts in a supporting role to police, fire, and emergency medical personnel and provides guidance through airport facilities. Transports patients and emergency personnel by way of the airport s ambulance carts. Maintains proficiency in basic first aid and life saving techniques, including CPR & AED.
• Ensures emergency egress routes and doorways are accessible. In the event of emergency or if an evacuation becomes necessary, helps to coordinate the safe and orderly evacuation of terminal facilities.
• Provides support to Incident Command staff and may be designated to specific roles in Incident Command situations.
• Responds to locations within the airport to retrieve lost and found items and relocates them to proper areas for documentation and storage. Releases Lost & Found items when the Lost & Found office is closed.
• Ensures compliance with the Americans with Disabilities Act (ADA) including ensuring public rights-of-way and functionality of ADA related equipment. Provides assistance to passengers with disabilities and special needs at the airport.
• Ensures the Customs processing area is ready for international arrivals. Activates escalators, bag belts and other appropriate equipment as needed. Assists passengers using Automated Passport Control devices and ensures the efficiency of passenger flow through the Customs area.
• Inventories, deploys, and operates various airport equipment for use in terminal areas.
• May be required to complete detailed written reports for various situations.
• Performs other duties as assigned.
  

Minimum Qualifications

• Two (2) years of college level coursework plus two (2) years experience working in an airport setting or similar environment, having experience in a customer service capacity, interacting with people under potentially perilous or delicate circumstances. Education and experience may be substituted on a year-for-year basis. Candidates who have practical working experience in a program regulated by ordinance and public sector policies is desired. Designation in the Terminal Operations discipline such as completion of training requirements through the American Association of Airport Executives (AAAE) programs for Certified Member (CM) designation, Airport Certified Employee (ACE) designation, or other related designation, fulfills one year experience requirement.
• Working knowledge of federal, state and local laws, rules, regulations, policies, and procedures related to the operations of a large hub airport. Working knowledge of terminal operations and technical aviation issues, equipment, and administration in an aviation environment. Working knowledge of aviation industry agencies, tenants, and airport functions.
• Extensive public relations and effective communication abilities. Ability to relate well verbally, in writing, and via telephone and two-way radio.
• Ability to establish and maintain successful working relationships with individuals of diverse backgrounds. Ability to respond tactfully and courteously with airport tenants, the public, special-needs individuals, co-workers, supervisors, and other workgroups and agency personnel.
• Ability to multi-task, prioritize competing needs and tasks, handle stressful and dynamic situations, including emergencies, with little or no guidance. Able to respond promptly to emergency and operational needs.
• Ability to plan, organize and conduct investigations. Ability to adapt methods, techniques and procedures of investigation to specific situation, maintain records and to complete accurate reports.
• Possession of a valid state driver s license or Utah driving privilege card.
• Prior to employment, must successfully pass a background check and obtain an airport ID badge for working in secure areas of the airport and maintain a valid badge throughout employment.
• Must obtain CPR/AED certification within 90 days. Must maintain certification throughout employment.
• Within 60 days, successfully pass a background check and obtain U.S. Customs and Border Protection Zone 1 clearance to work in designated Federal Inspection Service (FIS) areas of the airport. Must maintain said clearance throughout employment
• Ability to analyze high stress and emergency situations quickly and objectively, determining a proper course of action to be taken and provide for an organized, calm and professional response.
• Competency in basic computer skills and ability to learn new software applications.
• Complete a physical exam as required.
  

Desired Qualifications

• Conversational ability in a second language.
• Completion of an industry-recognized accreditation or certification program.
  

Working Conditions

• Moderate physical efforts as needed to push, pull, and lift medium weights. Occasional strenuous physical effort required. Considerable exposure to disagreeable elements such as extreme weather conditions and excessive noise. Performs most duties while covering an expansive terminal area, requiring walking or standing throughout the duration of the shift.
• Considerable exposure to stressful situations as a result of human behavior, time and/or operational constraints, emergency situations, and multiple simultaneous demands and tasks.
• Rotating shift work required.
  

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities and skills required of personnel so classified. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

Offers of employment are contingent on successful completion of a criminal background check in accordance with City policy and applicable law. Criminal offenses will be reviewed on a case-by-case basis and do not automatically disqualify a candidate from City employment.

Position Type

Full-Time

Position Salary Range

$25.70 - $31.81

Department

Airport

Full Time/Part Time

Full time

Scheduled Hours

40

Don't see your interests, but would still like to apply?

Our Salt Lake City family serves a population of over 199,000. We're committed to providing resources, access, and opportunity to all and continue to recruit and retain diverse, talented people. Our employees make a real difference with the work they do every day and are actively shaping our beautiful City's future.

We are dedicated to promoting equity, inclusion and belonging for all members of our City family. As an Equal Opportunity Employer, the City is committed to building a qualified and competent workforce based on principles of diversity at each step of the recruitment and selection process.

We aspire to shape a better community and workplace, and as such, we are committed to pay equity. We are proud to have achieved gender pay equity as a leader in the Utah community by creating an inclusive workplace where there is equal opportunity for all.

Additionally, the City is committed to the full inclusion of all qualified individuals. As part of this commitment, Salt Lake City will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at 801-535-7900.