GENERAL DESCRIPTION

Under the general direction of the Guest Experience Manager, the Guest Experience Supervisor oversees the day-to-day operations of the Guest Experience Team, managing the planning, scheduling, and coordination of assigned Guest Experience Representatives and contracted Customer Service Representatives. This role is customer and community-facing, ensuring exceptional service delivery to all airport passengers, guests, and tenants. Through effective management and collaboration, the Guest Experience Supervisor plays a crucial role in enhancing the overall passenger experience at the airport.

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: YES

COMPENSATION: $26.00/hour

FLSA STATUS: NON-EXEMPT

ESSENTIAL FUNCTIONS

• Responsible for their subordinate employee’s welfare and care, individual training in the conduct of their duties and mentoring.
• Reviews subordinates work performance, conducts open and honest performance check-ins, appraisals, initiates corrective action or discipline as necessary.
• Ensure subordinates meet authority standards in personal appearance, maintains and accounts for equipment as instructed.
• Oversees the Authority's Tour Program by scheduling and positioning resources to meet the needs of various community groups.
• Conducts onboarding and training for contracted Customer Service Representatives assigned to various airport projects, ensuring they understand their roles and responsibilities.
• Directs resource allocation during emergencies to ensure timely responses and meet customer needs effectively.
• 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.

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, Procedures, and Standards.

QUALIFICATIONS

· High School Diploma or equivalent.

· Four (4) years of experience in guest relations or customer services.

· One (1) year of supervisory experience.

· 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 Federal Aviation Administration (FAA) and Transportation Security Administration (TSA) regulations governing airport operations.
• Knowledge of airport operations, maintenance, and other airport-related activities
• Knowledge of best practices in customer service, enhancing the passenger experience and operational efficiency at the airport.
• 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

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

· Occasional lifting up to 50 Ibs or more.

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

· Continuous typing.

· Frequent use of car/light truck.

The 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, age, sexual orientation, membership, or non-membership in an employee organization, or based on personal favoritism or other non-merit factors.

The 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 and testing process. The decision to grant reasonable accommodation requests will be made case-by-case.