Airport Guest Services Supervisor

Job Description:

Airport Guest Services Supervisor

Description

JOIN THE CITY OF AUSTIN TEAM

At the City of Austin, we are more than just an employer-we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles - Empathy, Ethics, Excellence, Engagement, and Equity - anchors in delivering services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.

What Makes the City of Austin Special?

• Make a Difference : Join a team driving meaningful change in one of the fastest-growing cities in the nation.
  
• Value and Innovation : Work in an environment where employees are valued and innovation thrives.
  
• Competitive Benefits : Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
  
• Retirement Security : Plan for the future with the City of Austin Employees' Retirement System.
  
• Sustainable Transportation Options : Commute easily with access to public transit and bike-friendly infrastructure.
  
• Focus on Wellness : Stay healthy through wellness programs, on-site fitness centers, and mental health support.
  
• Career Growth : Advance your skills and expertise with professional development and leadership opportunities.
  
• Modern Workspaces : Work in innovative and sustainable environments that foster collaboration and inspiration.
  

By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country.

Owned by the City of Austin and operated by the Department of Aviation, Austin-Bergstrom International Airport is an economic engine, supplying over 74,000 direct and indirect jobs in the Central Texas region. Now, as we build the airport’s largest improvement program in its history, we are redefining the travel experience in one of the fastest-growing cities in the United States. This is an exciting opportunity to join the team behind Journey With AUS, the airport’s expansion and development program, where bold ideas, cutting-edge infrastructure, and a shared commitment to excellence are taking flight.

Job Description:

Supervisor, Airport Guest Services

Purpose:

Under general supervision, this position is responsible for supervising the Airport Guest Services, the Airport Ambassador Program, and other community outreach programs that promote Austin Bergstrom International Airport and assist customers in obtaining and maintaining services.

Duties, Functions and Responsibilities:

Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

• Resolves customer conflicts and provides options to ensure guest satisfaction.
  
• Develops, revises, and implements standard operating practices, policies, and procedures for the division.
  
• Determines goals/objectives/resource requirements for activities within the division.
  
• Oversees Guest Services and Ambassador functions within the airport.
  
• Coordinates division activities with other divisions and Airport Stakeholders.
  
• Ensures all customer complaints are assigned and processed within set deadlines.
  
• Prepares summaries, performance measures, data, and reports for management review.
  
• Plans, develops, implements, and conducts on-going education and training programs.
  
• Coordinates, implements, monitors, and evaluates programs' effectiveness and implements improvement strategies.
  
• Reviews, evaluates, and coordinates the work and activities of staff and volunteers.
  
• Investigates and responds to inquiries from the public, stakeholders, and/or departments.
  
• Coordinates and collaborates with stakeholders in administering various guest services programs.
  
• Represents the organization at professional associations meetings.
  

Responsibilities - Supervisor and/or Leadership Exercised:

Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation for dismissal.

Knowledge, Skills, and Abilities:

Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Knowledge of supervisory and managerial techniques and principles.
  
• Knowledge of City practices, policies, and procedures.
  
• Skill in oral and written communication.
  
• Skill in using computers and related software.
  
• Skill in data analysis and problem solving.
  
• Skill in planning and organizing.
  
• Skill in handling multiple tasks and prioritizing.
  
• Ability to work with frequent interruptions and changes in priorities.
  
• Ability to establish and maintain good working relationships with City employees and the public.
  
• Ability to understand, interpret, and apply detailed and complex information.
  
• Ability to develop, evaluate, and present plans and proposals.
  
• Ability to gather, compile, and interpret industry data/trends.
  
• Ability to effectively direct, plan, and set priorities; and assign work to staff and/or others to include management of multiple projects, programs, tasks, resources, and timelines.
  

Minimum Qualifications:

• Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a field related to the job, plus three (3) years of experience providing customer service, including one (1) year of experience which was in a lead or supervisory capacity.
  
• Experience may substitute for education up to a maximum of four (4) years.
  

Licenses and Certifications Required:

None.

Preferred Qualifications:

• Supervisory/Lead experience overseeing frontline staff in a customer-facing, operational, or public service environment.
  
• Experience managing programs and operations in fast-paced, high-volume environments with changing priorities
  
• Ability to travel to multiple locations.
  

Notes to Candidate:

This position will supervise staff, programs, and projects with the Airport Guest Services division.

Guest Services programs include Customs and International Arrivals Program, Airport Volunteer Ambassador Program, Airport Info/Customer Relations Management System Program, AUS Survey and Data collection Program, AUS Hospitality Program, AUS Language Access Program, and other programs and projects as assigned.

Supervisor will hire and train new staff and include full range of supervisory duties (scheduling, development, disciplinary, etc.).

They will oversee the team in accomplishing goals and objectives for division and department.

Position is both administrative and operational.

The ideal candidate possesses strong leadership and team management skills, coupled with excellent problem-solving and decision-making abilities.

They thrive under pressure, effectively managing multiple priorities, and demonstrate exceptional communication and interpersonal skills, including a strong customer service orientation.

Furthermore, they are proactive, detail-oriented, and organized, with the ability to adapt to changing situations.

Aviation. Salary Range: $68,660.00 - $85,830.00

Travel:

This position requires traveling to multiple sites as part of the regular job duties. A driving record verification will be conducted. If you are selected for this position and meet the Driver Safety Standards in the City of Austin Driver Safety Program, you may drive when necessary to multiple locations as part of your regular job duties. Otherwise, you are responsible for getting to and from these locations.

Skills Assessment:

• A skills assessment/s will be required for this position.
  

Essential Personnel:

• This position is categorized as essential personnel. Essential personnel are required to come to work during emergencies or bad weather at the airport if they are scheduled to work and, in some cases, when they are not scheduled.
  

Application Information:

A detailed and complete employment application is required to help us better evaluate your qualifications and will be used to determine salary if you are selected for this position. Please list your complete employment history, to include all job duties, responsibilities and employment dates on your online application. The application is an official document; incomplete applications will not be considered (i.e., “see resume” or “see LinkedIn profile”). Resumes will not be used to qualify for the position and will not be used to recommend salary. Supplemental information or changes to your application will not be accepted after the job posting closes. The responses to the supplemental questions inquiring about experience should be reflected on your application.

Important Note to Applicants:
Please be aware that the Job Posting Close Date and the final day to apply will be at 11:59 PM the day before the date listed. All application steps, including attachments and submission, must be fully completed before that time.

Department may close this job posting at any time after 7 days

We also recommend that you save or print a copy of the job posting for your records. Once a posting has closed, it will no longer be viewable in the system.

Veteran:

Veteran candidates will be required to provide a copy of their DD214 at the time of interview.

Criminal History Records Check:

The top candidate will be subject to a minimum 10-year criminal background check and security threat assessment.

GOOD STANDING - DEPARTMENT/DIVISION EMPLOYEES

Employees, in good standing, who are candidates within the department/division that the position resides in and who meet the minimum and preferred qualifications (if any) of the position will be included in the initial interview. Department/division employees must remain in good standing through the top candidate selection phase at which time the good standing status will be re-verified.

Overtime:

Overtime may be required with or without notice.

Language:

Must have the ability to read, write, and fluently speak in English.

Work Hours:

Tues - Sat 4am - 1pm

Tues - Sat 12pm - 9pm

Sun - Thurs 4am - 1pm

Sun - Thurs 12pm - 9pm

Hours may change according to departmental needs; work hours may include after hours, holidays, and weekend work.

Benefits:

Working with Aviation provides a number of health and welfare benefits see City of Austin Promotional Benefits Overview and click HERE to learn more.

See us in action: Austin-Bergstrom International Airport - AUS - YouTube

EEO Statement for City of Austin:

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual's AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.

Closing Date/Time: 2026-04-13