Under the general direction of the Guest Experience Supervisor, the Guest Experience Representative (GER) plays a vital role in providing exceptional customer service in a community-facing environment at Tampa International Airport. This position assists guests, passengers, and tenants by offering wayfinding, educational support, and information about airport facilities and services. The GER also conducts airport tours, monitors safety systems, and actively engages with the public at various events, ensuring a positive experience for all airport users while promoting the Authority's mission and values.

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 availability for emergency call-in.

SUPERVISES OTHERS: NO

FLSA STATUS: NON-EXEMPT

COMPENSATION: $18.03+ Based on Experience

ESSENTIAL FUNCTIONS

• Provides direction and assistance to incoming international passengers in the Federal Inspection Station, formulating detailed reports on significant observations for the Aviation Authority staff.
• Follows up on reported operational issues, ensuring timely resolutions and that problems have been corrected effectively.
• Offers information and assistance to airport guests regarding facility usage, available services, local attractions, and flight information.
• Conducts educational walking and bus tours of the airport terminal and airfield for schools, groups, and community organizations, enhancing public knowledge and engagement.
• Monitors escalators, elevators, shuttle cars, and the monorail system for accidents and outages, reporting incidents immediately and taking appropriate action when necessary.
• Responds to emergency situations, taking operational direction from leadership as needed to ensure public safety and effective crisis management.
• Provides VIP tours as necessary, ensuring a personalized and exceptional experience for high-profile guests.
• Represents the Authority at school fairs, festivals, and community events, maintaining a booth or display to provide literature and promotional items.
• Regular and reliable attendance is required as an essential function of the position.

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

• Job Knowledge: Has adequate knowledge of the fundamentals of the job.
• Work Quality: Adequate completion of work that is neat and accurate; rarely needs correction.
• Customer Focus: Give high priority to customer satisfaction and customer service; Anticipate member/business needs and act accordingly.
• Dependability: Being trustworthy, punctual, and reliable, consistently fulfilling commitments and responsibilities, and being counted on to deliver quality work on time, demonstrating a consistent and predictable performance level across tasks and situations.

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

• High School Diploma or equivalent.

• Two (2) years experience in customer service.

• Or equivalent combination of education, training, and experience.

• Must possess a valid Florida Driver License.

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KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of airport operations, facilities, and community resources to effectively assist passengers and provide accurate information.
• Knowledge of customer service principles and practices, ensuring a high standard of service delivery to all airport users.
• Ability to communicate effectively orally and in writing.
• Ability to establish and maintain effective working relationships with others within and outside the Authority.
• Ability to handle restricted, sensitive, and confidential information.
• Ability to provide outstanding customer service, serve the public, and represent the Authority with courtesy and professionalism.

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PHYSICAL ABILITIES

• Continuous standing

• Walking & sitting up to 6 hours per day

• Occasional lifting up to 50 Ibs

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

• Continuous typing

• Frequent use of car/light truck

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.