Concierge Representative II - Texas, United States - City of Arlington

Description

JOB SUMMARY

:
Under general supervision, provide the best possible levels of service to our customers in a welcoming, friendly, and respectful manner- make the customer feel at home. Provide customer service and assistance to pilots, passengers, and other customers of the FBO. This position is the primary responder, assisting FBO customers with inquiries and problems in person and by telephone pertaining to current fuel prices, rates for services offered, and general area information.

ESSENTIAL JOB FUNCTIONS:

•Communicate and initiate discussions, promoting positive public relations with tenants and customers regarding FBO operations; respond to and resolve concerns expressed by tenants.

•Assist in orientating prospective tenants to the FBO by providing general information regarding facilities, rules, and regulations.

•Provide concierge-style customer service including but not limited to:

Processing sales.

Acquire, maintain, and organize customer information.

Arrange aircraft owners and pilots catering and ground handling requests.

Quote fuel and FBO service prices.

Resolve customer questions and/or complaints.

Provide information and short-term rates for hangar rental andtie down spaces, etc.,

•Prepare and maintain records of all scheduled incoming aircraft and complete all necessary paperwork.

•Operate a two-way radio with Line Service on the FBO radio as well as talking to pilots using aviation terminology on the UNICOM radio when they are inbounding to the FBO ramp.

•Arrange rental cars and direct where they are to be parked.

•Distribute crew cars according to policy, provide ramp access for ground transportation to meet aircraft upon
arrival to the ramp.

•Clean, organize, and monitor snack and drink stations.

•Ensure pilot and passenger seating is tidy and stocked with current periodicals.

OTHER JOB FUNCTIONS:

•Provide shift coverage and work overtime as needed, especially in times of nonstandard operations such as special events, weather events, Temporary Flight Restrictions (TFR's), airport closures, etc.

•Communicate with Line Service crew for accurate, optimal service, including but not limited to:

Communicating customer arrivals
Schedule changes
Arranging for specific pilot needs, such as:

Coffee, ice, and papers

Assist line service crews with wing walking while moving planes in and out of hangars.

•Monitor the FBO facility, ramps, hangars; provide access and monitor secured areas.

MINIMUM QUALIFICATIONS:
Knowledge, Skills and Abilities Required:

•Knowledge of office and administrative practices and procedures.

•Thorough knowledge of FBO Operations and procedures.

•Knowledge of aviation terminology

•Knowledge of the principles, techniques, and hazards of aircraft operations.

•Knowledge of emergency response procedures for aircraft incidences and accidents.

•Knowledge of the safety requirements and procedures within the Aircraft Movement Area. Knowledge of local regulations that govern hangar use and ancillary storage.

•Skill in communicating with others by oral and written means.

•Skill in planning, organizing, and monitoring customer service issue.

•Skill in Adobe Acrobat Pro to manipulate pdf documents.

•Skill in cash handling

•Skill in using PC Software including current Microsoft Office Suite of applications.

•Skill in communicating professionally and tactfully with other city employees and the public by oral and written means.

•Skill with organization and attention to detail.

•Ability to exercise discretion and independent judgment utilizing knowledge of the organization's policies.

•Ability to work independently under general instructions.

•Ability to perform a variety of physical skills including but not limited to filing, pulling, seeing, sorting, squatting, standing, stooping, twisting body, typing, walking, and writing.

•Ability to operate a variety of office equipment including but not limited to PC, telephone, calculator, scanner, and copier.

•Ability to prioritize deadlines and tasks.

•Ability to learn new systems and procedures quickly.

•Ability to plan, organize, monitor, and collaborate with internal and external stakeholders to accomplish unit objectives.

•Ability to understand mathematical calculations involving fractions, percentages, and decimals.

•Ability to work within a set schedule.

•Ability to communicate effectively with all levels of staff, customers, consultants, contractors, and the public

•Ability to perform a variety of physical skills including, but not limited to carrying, dragging, pushing, pulling, and lifting (up to 25 lbs.).

•Ability to operate a variety of office equipment including, but not limited to PC, telephone, fax, and copier.

•Ability to maintain confidential information.

•Ability to work as a member of a team and maintain effective working relationships with co-workers, airport tenants, and the public.

Qualifying Education and Experience:

•High school diploma or GED plus one year of experience in customer relations.

•Any equivalent combination of education and/or experience may be substituted for the above

Preferred Education and Experience:

•Previous Fixed Based Operator (FBO) experience is preferred.

Employment Screenings Required:

•Criminal background check

•Physical

•Human Performance Evaluation (HPE)