Airport Service Representative II - (Bi-Lingual)

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　　Airport Service Representative II - (Bi-Lingual)

　　Salary

　　$19.45 - $22.93 Hourly

　　Location

　　3700 North Terminal Road

　　Job Type

　　Full Time

　　Job Number

　　32929

　　Department

　　Houston Airport System

　　Division

　　HAS- 1383 -IAH Internal Service

　　Opening Date

　　01/18/2024

　　Closing Date

　　1/31/2024 11:59 PM Central

　　Description

　　Benefits

　　Questions

　　POSITION OVERVIEW

　　Applications accepted from: All Persons Interested

　　Division/Section: Bush Intercontinental Airport / International Services

　　Workdays & Hours: *Shift work, including rotation, weekends and holidays. (Subject to change)

　　DESCRIPTION OF DUTIES/ESSENTIAL FUNCTIONS

　　Terminal Management exists to deliver a 5-star experience for all passengers travelling through Houston’s airports. This experience includes all Guest facing services from the time a passenger enters the airport facility to the time they depart on an aircraft and vice versa. The scope of Terminal Management’s responsibility includes aesthetic appearance, functional condition of airport facilities and amenities, operational readiness, and terminal ambiance. Terminal Management is the primary liaison with airlines, federal agencies and any Guest facing service provider at the airports as well as with Skytrax, an organization that rates airlines and airports worldwide and is the inspiration for the Houston Airport System’s mission of becoming a 5-star global air service gateway where the magic of flight is celebrated.

　　PURPOSE OF THE POSITION

　　The purpose of the Airport Services Representative II provides customer assistance using multilingual skills. Provide friendly, courteous service to traveling passengers by assisting with directions, information, and processing through the Federal Inspection Service (FIS) area to ensure convenient travel through the Houston Airports. Supports management with assigned tasks and performs coordination with airlines and Customs Border Protection (CBP). This role ensures operational excellence to all international arriving customers processing through the Federal Inspection process and manages all common use facilities with our primary focus of maintaining compliance with federal, state and local rules and regulations pertaining to the airport. An Airport Services Representative II demonstrates leadership, organization and communication while assisting and monitoring large banks of passengers through the inspection area. “Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required.

　　Supports the Supervisory team by assisting with scheduling and monitoring breaks.

　　Coordinates with airlines and Customs Border Protection to ensure passengers process through Federal Inspection Services Primary inspection area in an expeditious manner.

　　Facilitates International passenger’s departures and arrivals through the Federal Inspection Services (FIS) in collaboration with CBP leadership and Stakeholders to exceed the department passenger processing goals.

　　Uses multilingual skills, greets and assists international and domestic visitors and dignitaries such as presidents of foreign countries, consul representatives, international officials, and local, state and federal government representatives.

　　Promotes collaboration and values passenger, business partner and team member input to improve the overall international passenger processing experience and make the passengers happy.

　　Responsible for all aspects of the customer experience including information booth coverage and lost and found to seek solutions and corrective actions to ensure the airport is five-star quality.

　　Inspect, report and schedule facility irregularities to ensure opening day fresh.

　　Promotes a safe, secure and healthy environment for internal and external customers through the Safety Management System (SMS) program.

　　Comply with departmental policies, procedures and enforces regulatory compliance relative to operational activities.

　　Supports the International Services Departmental fiscal year budget goals.

　　Support special events, facilitation of dignitaries and VIP

　　WORK ENVIRONMENT

　　There are routine discomforts from exposure to moderate heat, cold, moisture/wetness and unpleasant air conditions. The position may involve routine exposure to soiled materials and light chemical substances such as paints and cleaning solutions. Requires the ability to make coordinated eye/hand movements within fairly fine tolerance and/or calibration demands; or the ability to make closely coordinated eye/hand movements on a patterned response space within moderate tolerance demands.

　　MINIMUM REQUIREMENTS

　　EDUCATIONAL REQUIREMENTS

　　Requires an associate degree, preferably in Hospitality Management, Aviation Management, Business or related fields.

　　Directly related professional experience in airport operations or customer service above the required years of experience may be substituted for the above education requirement on a year-for-year basis.

　　EXPERIENCE REQUIREMENTS

　　Two years of experience in a customer service or hospitality environment are required. Substitution: A Bachelor’s degree in Hospitality Management, Aviation Management, Business, or a closely related field may be substituted for the education and experience requirements.

　　LICENSE REQUIREMENTS

　　Requires a valid Class C Texas driver’s license and compliance with the City of Houston’s policy on driving (AP 2-2).

　　PREFERENCES

　　*Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6. *

　　Preference will be given to applicants with one year of experience using bilingual or multilingual skills in a customer service environment is required for this role. A valid driver's license is a plus.

　　GENERAL INFORMATION

　　SELECTION/SKILLS TESTS REQUIRE

　　The selection process will involve application review and/or interview. Department may administer skills assessment test.

　　SAFETY IMPACT POSITION YES

　　If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.

　　PAY GRADE 15

　　SALARY INFORMATION

　　Factors used in determining the salary offered include the candidate’s qualifications as well as the pay rates of other employees in this classification.

　　APPLICATION PROCEDURES

　　Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at: www.houstontx.gov.

　　To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call 281-233-1842. If you need special services or accommodations, call 281-233-1842 (TTY 7-1-1). If you need login assistance or technical support call 855-524-5627.

　　Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process. Applicants are encouraged to attach a cover letter and resume along with their completed application when applying. For further information pertaining to the Houston Airport System, please visit: https://www.youtube.com/watch?v=EDWLV_sJFoM.

　　All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.

　　EOE Equal Opportunity Employer

　　The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.

　　The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan.

　　Benefits include:

　　• Medical

　　• Dental

　　• Vision

　　• Wellness

　　• Life insurance

　　• Long-term disability

　　• Retirement pension

　　• 457 deferred compensation plan

　　• Employee Assistance Program

　　• 10 days of vacation each year

　　• 10 city holidays, plus one floating holiday

　　• Flexible schedules

　　• Professional development opportunities

　　• Transportation/parking plan

　　• Section 125 pretax deductions

　　• Dependent Care Reimbursement Plan

　　• Healthcare Flexible Spending Account

　　For plan details, visit http://www.houstontx.gov/hr/benefits.html

　　01

　　Are you a veteran who served on active duty in the Armed Forces (United States Army, Navy, Air Force, Marine Corps, or Coast Guard) for more than 90 consecutive days and received either an honorable discharge or a general discharge under honorable conditions?

　　Yes

　　No

　　02

　　Are you a Houston Airport System employee?

　　Yes

　　No

　　03

　　What is the highest level of education you have completed?

　　Less than High School/ GED

　　High School Diploma / GED

　　Associates Degree

　　Bachelor's Degree or Higher

　　04

　　Do you have a valid/current driver's license?

　　Yes

　　No

　　My license is presently revoked or suspended

　　05

　　How many verifiable years of experience using bilingual or multilingual skills in a customer service environment do you possess?

　　Less than 1 year

　　1 to less than 4 years

　　4 to less than 7 years

　　7 years or more

　　No experience

　　06

　　How many years of verifiable professional airport operations, customer service, or hospitality experience do you possess?

　　Less than 2 years

　　2 years but less than 4 years

　　4 or more years

　　No experience

　　07

　　Work Setting Experience – Airport Service Representative II (check all that apply and are verifiable)

　　Leading or Supervising a Team

　　Assisting Passengers

　　Customer Assistance using Bilingual Skills

　　No Experience

　　08

　　Please indicate languages other than English in which you are fluent (Reading, Writing, and/or Speaking). Check all that apply.

　　Spanish

　　French

　　Arabic

　　Turkish

　　Vietnamese

　　Korean

　　Russian

　　German

　　Portuguese

　　Japanese

　　Amharic (Ethiopia)

　　Chinese (Mandarin)

　　Farsi

　　Other

　　Not bilingual

　　09

　　Briefly state what other language(s) or customer service skills do you poses that would be of benefit to this position. ("See Resume" is not acceptable, if no experience or no other language please insert ("N/A")

　　10

　　Please describe in detail a difficult customer service issue, explain the issue and how you resolved the issue. ("See Resume" is not acceptable, if no experience please insert ("N/A")

　　Required Question