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Airport Operations Specialist – Terminal/Landside II

3 months ago

Salt Lake City, United States Salt Lake City Full time

Position Title:

Airport Operations Specialist – Terminal/Landside II (may underfill)

Job Description:

Under the general direction of the Airport Operations Manager – Terminal/Landside, and Airport Operations Supervisor-Terminal/Landside incumbent ensures the day-to-day safe, secure, efficient, and convenient operations of the terminals and public service functions at the Salt Lake City International Airport. Provides a full scope of terminal related services including safety, functional and security inspections; tenant relations and lease enforcement; responding to and documenting medical, structural, security, emergencies; makes emergency decisions affecting the lives and health of others, including in circumstances and at times when personal life or personal safety may be at risk. Incumbent responds to public complaints; provides crowd control and management; provides information, assistance and direction to the traveling public and airport visitors while conceptually preparing and proactively providing for the safe navigation of people through the dynamic airport environment and changing tenant and Airport operations.

Position Hourly Range:

Specialist – Terminal/Landside I: $ 23.42 - $ 26.32

Specialist – Terminal/Landside II: $ 28.34 - $ 35.07

This position is eligible for full city benefits, including:

Health Insurance (95% of premium paid by city)Dental, Vision and Life InsurancePaid vacation and personal leaveSix weeks of paid parental leave from day 1 of employmentRetirement contributions toward a pension plan and/or 401(k)A robust Employee Assistance Plan (EAP)Up to $4,000 tuition reimbursement annuallyDiscounted supplemental benefits like pet insurance and legal services

Airport Operations Specialist – Terminal/Landside I

TYPICAL DUTIES:

Serves Airport Landside by providing directions, information, and friendly customer assistance. Also serves as a welcoming presence to over 90,000+ passengers each day. Duties include making airport customers feel important and valued, ensuring customers have a good experience that exceeds their expectations at Salt Lake City International Airport.Ensures the smooth flow of vehicular and pedestrian traffic throughout vehicle loading and unloading areas. Directs traffic, issues parking citations, 5.71 civil notices of ground transportation violations, performs vehicle security inspections and issues temporary parking permits. Responds to citizen inquiries about improperly parked vehicles in the vehicle loading and unloading areas. Explains parking traffic code violations to citizens. May be required to testify in court regarding violations.Relocates unattended vehicles in accordance with applicable statutes, ordinances, and policies. Ensures safe pedestrian crossing during times of heavy traffic. May assist Airport Police with crowd control and special assignments.Patrols terminal front and pre-security areas of the airport facilities on foot and by vehicle, being continuously aware of vehicle flow, pedestrian safety, and general airport security, in support of the Airport Security Plan and Transportation Security Regulations (TSR) 1542. Contacts supervisor by radio to maintain communication and to request assistance as needed.Monitors use of the airport staging facility, commercial curbs, and restricted parking areas. Recommends and/or relocates vehicles, by towing or other means, to ensure proper vehicle flow is maintained.Reports missing signage. Initiates work orders concerning parking regulatory signs, safety issues, or other traffic situations requiring signage or improvement.Following the direction of the Airport Operations Manager-Terminal-Landside, or the Airport Operations Supervisor – Terminal-Landside, provides appropriate level of response to observed delays or passenger questions and assists by monitoring and directing passenger flow inside the terminal areas.Assists with management and passenger flow at Transportation Security Administration (TSA) screening especially during peak periods or irregular operations.Assists with crowd control at the Secure Side Exit barrier wall and Greeting Room area.Stands post along alternate pathways inside terminal areas, providing direction and assistance to the traveling public, airline employees, commercial vehicle operators, tenants, etc. in order to mitigate delays and confusion navigating through construction projects occurring at the Airport. Keeps informed of length and progress of various indoor construction projects in order to answer questions and provide accurate information about construction, Airport locations and general airport operations.May be required to be a first responder to structural emergency situations and for all medical incidents in the Airport Terminal. Transports patients and EMT personnel by way of the airport’s ambulance carts. Maintains current proficiency in Cardio-Pulmonary Resuscitation (CPR) techniques as well as operation of Automatic Electronic Defibrillators (AED’s). Interacts and coordinates with Airport Police and Airport Rescue Firefighter personnel.May be required to act as a designee for the Salt Lake City Department of Airports in nightly sweeps of the terminal facilities that strive to maintain the primary purpose of the airport and be consistent with its design and intended function as a facility for air travel. Designees are empowered by the Rules and Regulations to regulate certain activities at the airport as necessary to preserve the ability to utilize the airport for transportation purposes and may remove or evict from the airport any person who violates any Rule or Regulation or any federal, state, or local government laws.Carries and answers assigned phone to provide information and answer questions as well as generate and issue citations.Wears traffic safety clothing and equipment and/or provided uniform and performs passenger traffic control observing construction and passenger safety procedures. Uses radio to maintain contact with other airport personnel and receive assignments and information and to transmit and receive information regarding traffic, flight information, and safety and security issues.Responds to locations within the airport to retrieve lost and found items and relocate them to proper areas for documentation. Contacts police to report and secure any suspicious items on Airport property.Uses computer and associated software for computerized records and logs of significant calls and incidents which have occurred during the work shift, as well as tracking and reporting time and receiving Airport emails.Performs other construction navigation, traffic and passenger flow duties as assigned.Assists with the Americans with Disabilities Act (ADA) needs at the airport.Performs other duties as assigned.

MINIMUM QUALIFICATIONS:

High School diploma or GED, with a minimum of three (3) years paid experience in an enforcement or customer service-related field, interacting with people under potentially adverse circumstances. Candidates who have practical working experience in a program regulated by ordinance and public sector policies are preferred.Demonstrated ability to read and write legibly, maintain accurate records. Ability to use a computer for the input of data and to receive and read email.Ability to analyze high stress and emergency situations quickly and objectively and determine a proper course of action to be taken. Ability to control stressful situations in a calm, and7 professional manner. Ability to problem solve for changing conditions and responds to inquiries with a high level of operational knowledge and customer service focus.Ability to maintain situational awareness within an environment containing numerous safety concerns, large numbers of passengers and noise.Ability to establish and maintain successful working relationships with individuals of diverse backgrounds. Ability to respond tactfully and courteously with airport tenants, the public, special-needs individuals, coworkers, supervisors, as well as other workgroups and agency personnel.Ability to relate well verbally, in writing, via telephone, and two-way radio.Prior to employment, must successfully pass a background check and maintain a valid airport badge throughout employment.Successful completion of a Post Offer Employment Test. Possession of a valid state driver’s license or Utah driving privilege card.Must be able to certify in CPR within 90 days.

DESIRED QUALIFICATIONS:

Conversational ability in a second language. Working knowledge of computers.

Airport Operations Specialist – Terminal/Landside II

TYPICAL DUTIES:

This position performs the duties of the Airport Operations Terminal/Landside Specialist I position as well as the additional duties listed below.

Provides services in all public facilities of the airport terminal. Serves as a liaison to the public, including 90,000+ daily passengers, and airport employees. Provides information and guidance to customers and tenants in a courteous manner.

Provides the primary public safety functions including security, and access to all airport facilities, physical facilities, and secured perimeter areas. Ensures the efficiency of passenger travel. Monitors the flow of passengers through the terminal areas, including the TSA Security Checkpoints and Customs areas. Provides effective yet courteous crowd management in terminal areas when necessary. Uses various tactics, barricades, stanchions, and controls access to escalators, elevators or moving walkways to manage crowds.

Provides high level customer service to the public, tenants, concessionaires, and individuals. Responds to inquiries, requests for information, complaints, and issues. Provides information on complaint resolution procedures and/or directs customer to the appropriate tenant or airline representative. Works independently in performing regularly assigned duties.

Monitors, inspects, and performs routine patrol of terminal facilities to identify operational issues, hazards, and customer service needs. Ensures compliance with Federal Aviation Regulations (FARs), Airport Rules and Regulations, federal, state, and local laws. Initiates and follows through on work order requests to resolve safety and operational problems. Monitors access doors and may respond to door alarms. Reports and documents security violations.

Monitors, responds on, investigates, and enforces Transportation Security Administration (TSA) Transportation Security Regulation (TSR) 1542 regulations, including but not limited to security violations, and a variety of door or breach alarms. Ensures compliance with the Airport Security Plan. Initiates and implements action to maintain compliance when noncompliance activities are observed, including but not limited to confiscating badges. Responsible for collecting information, investigating, writing, and submitting the associated reports in support of the federal security regulations. Ensures that the necessary reports are accurately, appropriately, and expeditiously completed and forwarded to necessary agencies. May testify as a witness in legal matters, as required.

Coordinates and oversees personnel and individuals or groups requiring escort in secure areas during special events and projects. May be required to assist or to provide security escort for V.I.P.s while on airport property.

Acts as a First Responder to structural emergencies, fire alarms, and medical incidents in the terminal facilities; Responds to and aids in the resolution of emergency or crisis situations. May provide first response in health crisis situations in order to stabilize individuals until Fire Department Paramedic/EMT personnel arrive. Makes emergency decisions affecting the lives and health of others, including in circumstances and at times when personal life or personal safety may be at risk. Acts as the airport representative in situations involving police, fire, and emergency medical personnel and provides guidance through airport facilities as well as liaisons between patients, responders, and airline representatives. Transports patients and emergency personnel by way of the airport’s ambulance carts. Maintains proficiency in basic first aid and life saving techniques; maintains current proficiency in Cardio-Pulmonary Resuscitation (CPR) techniques as well as operation of Automatic Electronic Defibrillators (AED’s).

Ensures emergency egress routes and doorways are accessible. In the event of emergency or if an evacuation becomes necessary, helps to coordinate the safe and orderly evacuation of terminal facilities. Assists in the activation, organizing, and monitoring of evacuation rally points and muster areas that may be located on the aircraft ramp areas. Once the evacuation resolves, helps to re-introduce passengers back into the airport environment or assist in directing them to re-screen.

Provides support to Incident Command staff and may be designated to specific roles in Incident Command situations.

Responds to locations within the airport to retrieve lost and found items and relocates them to proper areas for documentation and storage. Releases Lost & Found items when the Lost & Found office is closed in accordance to policy and procedure.

Ensures compliance with the Americans with Disabilities Act (ADA) including ensuring public rights-of-way, equal access, and functionality of ADA related equipment. Provides assistance to passengers with disabilities and special needs at the airport.

Ensures the Customs and Boarder Protection processing area is ready for international arrivals. Monitors bag belts and other appropriate equipment as needed. Assists passengers using Automated Passport Control devices and ensures the efficiency of passenger flow through the Customs area. Performs crowd management and direction in the Customs and Boarder Protection processing area.

Act as a designee for the Salt Lake City Department of Airports in nightly sweeps of the terminal facilities that strive to maintain the primary purpose of the airport and be consistent with its design and intended function as a facility for air travel. Designees are empowered by the Rules and Regulations to regulate certain activities at the Airport as necessary to preserve the ability to utilize the Airport for transportation purposes and may remove or evict from the Airport any person who violates any rule or regulation or any federal, state, or local government laws.

Inventories, deploys, and operates various Airport equipment for use in terminal and surrounding areas.

May be required to complete detailed written reports for various situations.

Performs other duties as assigned.

MINIMUM QUALIFICATIONS:

Two (2) years of college level coursework plus two (3) years paid experience in an enforcement or customer service-related field, interacting with people under potentially perilous or delicate circumstances. Two (2) of the three (3) years of paid experience must be in an airport environment. Education and experience may be substituted on a year-for-year basis. Candidates who have practical working experience in a program regulated by ordinance and public sector policies is desired. Designation in the Terminal Operations discipline such as completion of training requirements through the American Association of Airport Executives (AAAE) programs for Certified Member (CM) designation, Airport Certified Employee (ACE) designation, or other related designation, fulfills one year experience requirement. 

Working knowledge of federal, state, and local laws, rules, regulations, policies, and procedures related to the operations of a large hub airport. Working knowledge of terminal operations and technical aviation issues, equipment, and administration in an aviation environment. Working knowledge of aviation industry agencies, tenants, and airport functions.

Ability to work well with others, and to assist the public cooperatively and courteously. Extensive public relations and effective communication abilities. Ability to relate well verbally, in writing, and via telephone and two-way radio.

Ability to establish and maintain successful working relationships with individuals of diverse backgrounds. Ability to respond tactfully and courteously with airport tenants, the public, special-needs individuals, co-workers, supervisors, and other workgroups and agency personnel.

Ability to multi-task, prioritize competing needs and tasks, handle stressful and dynamic situations, including emergencies, with little or no guidance. Able to respond promptly to emergency and operational needs.

Demonstrated ability to plan, organize and conduct investigations. Demonstrated ability to adapt methods, techniques, and procedures of investigation to specific situation. Demonstrated ability to maintain records and to complete accurate reports.

Possession of a valid state driver’s license or Utah driving privilege card.

Prior to employment or within 60 days, must successfully obtain and be able to maintain a Customs and Border Protection background clearance and Z1 Security Area Identification seal in order to access restricted processing areas and activities in the performance of their duties.

Prior to employment, must demonstrate ability to pass a practical evaluation to determine understanding of Airport Rules and Regulations as well as communicate effectively orally and in writing.

Must obtain CPR/AED certification within 90 days. Must maintain certification throughout employment.

Ability to analyze high stress and emergency situations quickly and objectively, determining a proper course of action to be taken and provide for an organized, calm, and professional response. 

Competency in basic computer skills and ability to learn new software applications.

Successful completion of a Post Offer Employment Test.

DESIRED QUALIFICATIONS:

Conversational ability in a second language.

Completion of an industry-recognized accreditation or certification program.

WORKING CONDITIONS:

Moderate physical efforts as needed to push, pull, and lift medium weights. Occasional strenuous physical effort required. Considerable exposure to disagreeable elements such as extreme heat or cold weather conditions and excessive noise. Performs most duties while covering an expansive terminal and landside area, requiring walking, or standing throughout the duration of the shift. Required ability to maneuver safely and direct others safely through construction sites.

Considerable exposure to stressful situations as a result of human behavior, occupational hazards, time and/or operational constraints, emergency situations, and multiple simultaneous demands and tasks.

Required to work non-traditional hours and shift work. and possible overtime to provide required shift coverage.

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job.They are not intended to be an exhaustive list of all duties, responsibilities and skills required of personnel so classified.All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

Offers of employment are contingent on successful completion of a criminal background check in accordance with City policy and applicable law. Criminal offenses will be reviewed on a case-by-case basis and do not automatically disqualify a candidate from City employment.

Position Type

Full-Time

Position Salary Range

Airport Operations Specialist – Terminal/Landside I: $ 23.42 - $ 26.32

Airport Operations Specialist – Terminal/Landside II: $ 28.34 - $ 35.07

Department

Airport

Full Time/Part Time:

Full time

Scheduled Hours:

40