Contract Services Quality Agent
Contract Services Quality Agent
Posted on :
28-10-2024
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Job Description
Location: DFW Airport TX
Working Hours: Rotational
GENERAL SUMMARY
Under general supervision of the Parking Guest Contract Services Supervisor provides frontline oversight of contract service quality and routine daily operational matters on the assigned
shift. Provides frontline oversight of service quality for Valet Parking Concessionaire off airport selfpark and off airport valet permittee compliance with respective Concessions Agreement or Permit.
PRINCIPAL DUTIES AND RESPONSIBILITIES
- 1. Oversees contract bussing operations Valet Parking concessionaire and permittee operations and ensures compliance with service quality standards and contractual obligations.
- 2. Maintains a daily log of events; receives and processes reports of problems involving inoperative equipment; collects and inputs data electronically including but not limited to vehicle cleanliness headways accidents complaints and vehicle counts...
- 3. Interacts with and provides information and assistance to guests and employees. Records guest complaints and concerns.
- 4. Evaluates performance of operator or concessionaire contract obligations.
- 5. Monitors twoway radio communications for oversight of contractors operations.
- 6. Coordinates the exchange of information and problem resolution among contract operators valet concessionaires permittees and other Airport departments.
- 7. Tracks and uses bussing and valet metrics to assess performance and recommend solutions.
- 8. Facilitates communication and coordination of contractor response to aircraft disasters severe weather events and other emergencies.
- 9. Performs regular inspections of surrounding areas to identify maintenance appearance and cleanliness issues that are inconsistent with standards. Reports issues and tracks them through resolution.
- 10. Conducts periodic physical inventory of Board equipment including vehicles twoway radios etc.
- 11. Recommends operational solutions when issues of weather traffic or construction arise.
- 12. Accurately records data and information in appropriate databases. Follows up with open and pending tasks.
- 13. Applies good judgment to appropriately allocate resources (e.g. team distribution staff vehicles winter weather supplies emergency supplies) and responds to situations.
- 14. Works closely with team members to distribute assignments and collectively accomplish all shift tasks. Follows up on open and pending tasks from prior shift and communicates updates to the team.
- 15. Analyses data and tracks trends including contractor service performance and other data important to administration of the operation.
- 16. Reviews and tracks invoices and payments.
- 17. Participates in regular meetings with peers and leadership.
- 18. Participates on projects within the department and with other Airport departments.
- 19. Assist Guest Service Specialists with bussing operations when required including driving cutaway style vans or fleet buses with appropriate license and training.
- 20. Other duties as assigned.
MINIMUM REQUIREMENTS
- Completion of high school curriculum or equivalent.
- Two (2) years of experience in guest service.
- Possession of a valid Class C drivers license.
REQUIRED KNOWLEDGE SKILLS AND ABILITIES
- Knowledge of modern office practices procedures systems and equipment.
- Proficiency with Microsoft Office products
- Ability to operate modern office equipment including personal computer telephone iPad or tablet device and copier. Use of personal cell phone for airport business.
- Ability to communicate effectively cooperatively and in a professional and pleasant manner.
- Ability to apply good judgement with available information and resources.
- Ability to plan and organize daily and emergency transportation activities.
- Ability to work under distractions and to think and act quickly in emergencies.
- Ability to maintain effective working relationships with other employees and the public.
- Ability to work rotating shifts weekends and holidays.
- Ability to obtain a DFW access badge (fingerprints background check etc.)
DESIRABLE
- Experience in Airport transportation standards and procedures. Knowledge of bussing and/or valet operations.
- Knowledge of contract and/or concessionaire oversight standards.
- Possession of or ability to pass test for Class B Commercial Drivers License with a passenger (P) endorsement. Written portion of test must be successfully completed prior to employment. Cost of Class B Commercial drivers license to be borne by incumbent.
EFFORT
- Drives a staff vehicle and spends most of the shift in the operational environment with very little time in the office
- Works in an office environment and around airport terminals.
- Works any shift on any day according to current assignment or results of shift bid.
- Reports to work for assigned shift during inclement weather or other emergencies.
- Uses smartphones computer monitors tablet devices and keyboard devices.
- Stands and/or walks for extended periods of time.
- Reacts calmly quickly and logically in emergency situations.
- Works more than normal working hours during emergencies.
- Uses reasoning in problem solving.
- Performs mathematical computations.
- Communicates verbally and in writing by telephone computer tablet device twoway radio and in person.
- Creates and maintains Excel spreadsheets.
- Drives to locations on Airport property.
Employment Type
Full Time
Key Skills
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