AIRPORT SERVICES REPRESENTATIVE II (Bilingual- Japanese, Vietnamese, Portuguese, Spanish)

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. "Candidates must be able to obtain ALL security REQUIRED BADGE ACCESS INCLUDING CBP ACCESS within 6 months from the hire date."

The responsibilities of this position include, but are not limited to:

• 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 CONDITIONS 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. 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). Preference will be given to applicants with one year of experience using bilingual skills specifically with Japanese, Portuguese languages in a customer service environment is required for this role.

**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. ** SELECTION/SKILLS TESTS REQUIRED 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 281-233-1858

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.