GENERAL DESCRIPTION

Reporting to the Senior Manager, Guest Experience, the Guest Experience Manager is responsible for overseeing the day-to-day operations of the Guest Experience Team through management of daily planning, scheduling, coordinating, and supervising of assigned Guest Experience Supervisors, Guest Experience Representatives, and contracted Customer Service Representatives. This position is customer and community facing in nature and ensures the execution of exceptional customer service to all airport passengers, guests and tenants. Strong team building and leadership qualities is a must in this role.

This position requires flexibility to work rotating shifts, including days, evenings, overnights, weekends, and holidays, to meet the demands of our 24/7 operations. Requires ability for emergency call-ins.

SUPERVISES OTHERS: YES

COMPENSATION: $75, 000 and up based on experience

FLSA STATUS: EXEMPT

ESSENTIAL FUNCTIONS

• Manages the day-to-day operation of a medium-sized unit/section and coordinates and administers assigned programs and resources required
• Manages the airports Tour Program through efficient coordination, communication and scheduling with community partners to meet needs of different groups within the community
• Completes onboarding, training, payroll and directly manages the contracted Customer Service Representative staff assigned to various airport projects
• Provides strong leadership to Guest Experience Supervisors and implements expectations and goals to ensure their operational efficiency and leadership success
• Directs the allocation of resources during emergency situations to achieve timely outcomes and meet customer needs.
• Oversees the placement of Guest Experience Staff inside the Federal Inspection Station (Customs) and maintains the cleanliness and operation of the area in collaboration with Customs and Border Protection
• Actively collaborates on airport projects ensuring the needs of guests and passengers are met and the level of service provided remains a top priority
• Coordinate with internal departments and community partners for VIP Tours or requested events
• Manages the Guest Experience Training Program for new hires, current employees and required retraining
• Reviews and acts on administrative and operational problems.
• Assists in the development of work standards and guidelines for assigned unit/section; implements goals, objectives, policies and procedures for assigned unit/section.
• Conducts routine check ins with direct reports, provides feedback, and completes year end performance reviews
• Completes bi-weekly payroll of all direct staff and resolves discrepancies within a timely manner
• Clarifies and resolves day-to-day issues regarding organizational policies, practices, programs, and projects.

• Provides consultation and responds to customer complaints or issues on matters relating to functional area.

• Collaborates with other departments to develop and implement new projects or processes for efficiency.

• Prepares a variety of documents for the purpose of documenting activities and administering assigned programs and resources.

• Assesses staffing needs and identifies shortfalls; assists in interviews, recruiting, and hiring new staff.
• May represent the agency/department/division at meetings, functions, and events.

This list is not intended to be all inclusive and you may not be responsible for every item listed. The employer reserves the right to assign additional functions and responsibilities as necessary.

COMPETENCIES

• Self-Management: Manages own time, priorities, and resources to achieve goals.
• Technical Focus: Maintaining up-to-date knowledge within one's field of expertise; Applying technical skills and knowledge.
• Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
• Teamwork: The ability to function effectively within a team, contributing positively to collaborative efforts and achieving shared goals by demonstrating communication, collaboration, active listening, conflict resolution, and adaptability to different perspectives while respecting the roles and contributions of others. At times takes lead and positively influences others.

REQUIRED FOR ALL HCAA JOBS

• In the event of an emergency or disaster that impacts the Hillsborough County Aviation Authority (HCAA), an employee may be required to respond promptly to duties and responsibilities as assigned by the employee’s department or the HCAA Emergency Operations Center (EOC). Such assignments may be before, during, or after the emergency/disaster.
• Complies with all HCAA Policies, Standard Procedures, Rules and Regulations, and Operating Directives.

QUALIFICATIONS (EDUCATION, EXPERIENCE, LICENSES & CERTIFICATIONS)

• Graduation from a high school or possession of a GED Certificate
• Four (4) years of experience in guest relations or customer service.
• Two (2) years of customer service supervisory experience leading a team of five or more in a public contact capacity

PREFERRED QUALIFICATIONS

· Associate’s or Bachelor’s degree in Hospitality, Business, Communications, or a related field.

KNOWLEDGE, SKILLS, AND ABILITIES

• Working knowledge of Airport and community resources and available informational services.
• Ability to lead others effectively.
• Ability to maintain positive employee engagement.
• Working knowledge of office practices and procedures.

• Ability to develop and assign work schedules.

• Skill in making presentations to groups.
• Working knowledge of Microsoft Word, Excel, and PowerPoint.
• Ability to communicate effectively orally and in writing.
• Ability to handle restricted, sensitive, and confidential information.
• Ability to establish and maintain effective working relationships with others within and outside the Authority.
• Ability to provide outstanding customer service, serve the public, and represent the Authority with courtesy and professionalism.

PHYSICAL ABILITIES

· Standing, walking & sitting up to 6 hours per day.

· Occasional lifting up to 50 lbs. or more

· Occasional bending, stooping, pushing, pulling, dragging & reaching overhead

· Continuous typing

· Occasional use of company vehicle

The Hillsborough County Aviation Authority-Tampa International Airport provides equal employment opportunity to all persons, regardless of age, race, religion, color, national origin, sex, political affiliations, marital status, non-disqualifying physical or mental disability, sexual orientation, membership, or non-membership in an employee organization, or based on personal favoritism or other non-merit factors.

The Hillsborough County Aviation Authority-Tampa International Airport welcomes and encourages applications from minorities, veterans, and persons with physical and mental disabilities, and will reasonably accommodate the needs of those persons in the application, testing and hiring process. The decision to grant reasonable accommodation requests will be made case-by-case.