Job Overview

Under direction of the Manager, Terminal Experience, helps manage the relationship with American Airlines (AA), all other airlines, concessionaires, contractors, regulatory authorities, media and board departments with respect to the operational and aesthetic conditions of terminal facilities and surrounding areas. Maintains regular communications with key personnel to ensure standards are being met on a 24/7 basis, and terminal areas are maintained in compliance with conditions set forth in the Use and Lease Agreement and other applicable contracts and documents.  Responsibility includes all public areas within/around terminal facilities. 

What you will be doing:

• Engages daily with all tenants, including airline managers, to provide guests with a best-in-class Customer and Terminal experience within the terminal environment.

• Maintains an ongoing cooperative partnership with tenants, including airline station managers, to provide customers with a customer-friendly physical environment inside and outside the terminal areas.

• Communicates daily with terminal stakeholders and contractors to discuss and ensure daily game plan is being successfully executed.

• Partners with Service Providers including internal DFW Airport departments, Custodial team and other similar entities to ensure Service Standards are met

• Meets with tenants to coordinate, schedule, and complete maintenance or repair work necessary to maintain Customer Experience, safety, and appearance standards.

• Assists in meeting and maintaining regular communication with tenants and key board personnel to ensure they are fully informed of terminal areas in need of attention, the schedule for addressing those concerns, and the party or parties responsible for implementation of corrective action.

• Interacts with TSA to ensure customer experience and wait time expectations are being met.

• Exports reporting from terminal experience supervisors to ensure weekly terminal inspections are followed up on by contractor.

• Responsible for ensuring Customer Experience levels are maintained or exceeded during all terminal facility upgrades.

• Partner with key stakeholders who support the overall customer experience by communicating, collaborating and coordinating to maintain the best facilities for the customer ( i.e. Concession, Custodial, Maintenance and other service providers).

• Working with Manager, Terminal Experience and frontline Terminal Experience team, identify focus areas to address in order to deliver a consistent experience to customers.

• Anticipates future activities within the terminal environment and how they will affect the customer experience. If negative effects are foreseen, work with partners to communicate, collaborate and coordinate to ensure those activities do not impact the customer experience. 

• Gathers, tracks and shares all events within the terminal environment that key stakeholders across DFW need to know about to support the overall Customer Experience at DFW. Performs regular inspections of terminal buildings and surrounding areas to identify maintenance, appearance, and cleanliness problems inconsistent with standards set forth in the Use and Lease Agreement and subsequent tenant agreements

• Represents the Senior manager terminal experience at meetings with tenants, airport management, and other parties when necessary.

• Responsible for matrix functionality within the department and ensures consistency across terminals.

• Prepares and disseminates information in reports utilizing various formats including Excel and/or PowerPoint on a regular and ad-hoc basis.

• Reviews monthly contract invoices and open work orders for accuracy and audit compliance. 

• Manages internal review process for contractor reports and contract compliance. 

• Responds to requests from the Audit department.

• Walks the terminal and is visible to contractors, customers, and stakeholders to reinforce airport customer experience expectations.

What you need:

• Associate’s degree or college coursework in business or public administration, an aviation-related discipline, finance or a related field.

• Three (3) years of experience, in airport, aviation or related service-focused industry including direct service delivery experience.

• Possess and maintain a valid Class C driver’s license.

• One (1) year supervisory, or contract management experience.

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

Requ